Thursday, November 08, 2007

Workforce Management - Part 2 Vendor Selection

I was interested to see that yesterday's posting got quite a bit of interest. One question that seemed to crop up regularly was "when should you buy a Workforce Management solution from your CTI vendor ...and when shouldn't you?"

The short (and unsatisfactory answer) is that "it depends on your circumstances". That said, here are some suggestions as to what you should consider.

  • How strategic is your CTI supplier? - If you route calls on a relatively simple basis then you probably have a lot of freedom in your choice of WFM provider. If your CTI supplier is a critical part of your business (e.g. many, many skill groups, all overlapping spread across multiple sites) then it makes sense to take a WFM solution where you can export your skill categories straight from CTI into WFM.
  • Are you wanting to monitor workforce skills, education and interaction quality? - If so, then you are probably looking to go the level beyond Workforce Management, which is referred to as Workforce Optimisation. This is best from a specialist provider, (like IEX or Calabrio) rather than your CTI provider.
  • Where are you deploying your WFM solution? It may seem obvious, but unless it is localised, it will be difficult to use for non-English speakers. So for example in Europe, Calabrio (which supports English, French, Spanish and Portuguese, and should support German and Dutch by year-end 2007), Holy-Dis (very strong in the French market) and Teleopti (very strong in the Nordics) all have to be considered ahead of some of the large, but not localised US providers.

I'm sure there's plenty of other things to consider (all suggestions welcome!) but that should get you started....

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