NewVoiceMedia Debuts Integrated Cloud Workforce Management Offering

Cloud contact center vendor provider NewVoiceMedia has released ContactWorld Perform, a solution that combines Workforce Management (WFM) and telephony in one package.

With WFM and telephony in one complete solution, businesses can dynamically change the customer experience based on the resources they have available. For example, customers needn’t navigate an IVR if there are agents available, so the company can decide not to surface the IVR in such instances, according to the company.

Using the power of the cloud, agents can log in from home, check their schedules and make schedule change requests such as holidays. At busy times, managers can even ask staff to work for just a couple hours from home, as all users can login to the same system from a Web-connected computer, regardless of their geographical location.

With the application’s real-time adherence, managers can also check their agents’ progress in relation to what is scheduled, and are aware of when they are on breaks. Together with ContactWorld’s call recording functionality, they can benefit from a 360 degree view of operations and performance, helping them to manage staff more effectively.