SYS-CON MEDIA Authors: Greg Ness, Elizabeth White, Glenn Rossman, Pat Romanski, Cynthia Dunlop

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Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG

The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that the exciting new release of Community WFM has completed testing is available for general delivery.

Community 4.0 automates the tedious process of realigning your workforce to match the dynamics of customer behavior. By leveraging multiple, intelligent, two-way, carrier independent mobile channels, Community 4.0 enables enterprise contact centers to flex capacity in minutes. Analysts may execute multiple strategies that modify, add or reduce staffing and execute and communicate hundreds or even thousands of schedule changes routinely. Those same strategies, once built following a simple wizard driven process, can then be saved for later execution with a simple click, drag and drop.

“The response to Community 4.0 release has been overwhelming,” said Daryl A. Gonos, principal responsible for sales and marketing. “The intelligent features and communications framework combine to deliver a disruptive technology that has been previously unavailable as a core component of a workforce management solution. When you couple low cost, IT friendly, mobile ready, browser neutral, scalable architecture with Community’s ease of use, the value proposition for first time adopters and those wrestling with outdated, expensive legacy systems is extremely compelling. If the early response is an indication of the markets’ receptiveness, we look for Community to capture significant market share in 2014. We could not be more excited,” Gonos concluded.

“While legacy solutions have focused and continually refined the forecasting and scheduling features for the contact center agents, Release 4.0 of Community is an automated workflow framework that enables our clients to build simple and complex, reusable strategies that optimize operations for the workforce team and streamline those processes,” said Todd A. Cotharin, WFMSG principal responsible for product management. “We believe that automating the workforce management process is the next significant area of opportunity for contact center technologies and Community 4.0 is leading the way.”

About WFMSG

The Workforce Management Software Group, Inc. is the developer and provider of the Community workforce management solution. Community is delivered with a multi-channel communications gateway, installs and integrates with multiple platforms in just a few hours and provides elegant features and active web portals for schedulers, supervisors and contact center agents. Community is openly architected and integrates readily to seamlessly combine with third party applications to add even greater value to other workforce optimization components. For a live demonstration of the innovative Community workforce management solution or to discuss how WFMSG can partner with you to increase your technology’s impact on contact centers, call (877) 668-6870 or visit us on the web at www.wfmsg.com.

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