The move adds a level of functionality that enables users to manage their call center employees more effectively through the inContact system, including scheduling and overtime. Employees will be able to use the system to document their scheduling preferences, manage their time-off requests, and bid on and swap shifts with other employees. Managers, meanwhile, can use the solution to more efficiently control staffing and overtime costs.
“Overall, one of the great things going on is we are attracting more and more of the traditional LD channel to be referral partners because the cloud is really taking off," said Mariann McDonagh, inContact’s chief marketing officer. “Cloud-based implementations of contact centers are rapidly outpacing premise-based solutions, and this gives those partners an opportunity to expand their portfolio and also gives them something to talk about with their customers. It’s easy for them because it’s a referral arrangement: They get a residual monthly recurring fee with low sales overhead."
Workforce management is an up-and-coming solution in the cloud space, which has seen a rise in popularity among contact centers that want to expand their business without a large capital outlay. Offering an automated workforce management solution via the cloud provides companies with the flexibility, quick deployment and pay-as-you-go model that dovetails with other cloud-based contact center solutions. For inContact’s solution provider partners, the addition of the service as a cloud-based offering adds to the attractiveness of inContact’s cloud offerings, which provide the same level of functionality to call centers of any size.
“The real benefit to the expanding portfolio is that all of our services are on one platform delivered via the cloud," McDonagh said. “The Verint workforce management solution gives us the brand power of the leader in the space and more reason for our partners to have a conversation with their contact center customers."