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Community

Overview
Synopsis

Community was designed from its inception to serve as a unifying communications platform not just an optimization application and enables the entire contact center, including schedulers, supervisors and agents to participate in unique workforce management strategy with a speed and dexterity that has never previously been available to the users of workforce management technologies.

Category

Workforce Management Software

Features

• Forecasting agent requirements
• Schedule optimization wizard
• Intraday Management
• Adherence reporting
• Agent Portal
• Mobile App

License

Proprietary

Price

Contact for Pricing

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Company

Community

What is best?

• Forecasting agent requirements
• Schedule optimization wizard
• Intraday Management
• Adherence reporting
• Agent Portal

What are the benefits?

• Serve as a unifying communications platform not just an optimization application
• Unify your resources as actions by agents, supervisors and schedulers
• Connect with and flex your entire resource pool in minutes to respond to the dynamics of customer demand
• Ease of use, and low impact deployments
• Appeal to the most seasoned and biased users of legacy workforce management platforms

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Rate Here
Ease of use
7.8
8.8
Features & Functionality
7.6
8.9
Advanced Features
7.6
8.4
Integration
7.7
8.9
Performance
7.8
8.9
Customer Support
7.7
8.9
Implementation
8.9
Renew & Recommend
8.0
Bottom Line

Community unifies users’ resources as actions by agents, supervisors and schedulers trigger instant and systemic notification of those actions through a sophisticated two-way, communications framework via their portal, via email, text messaging or thru their mobile device or application.

7.7
Editor Rating
8.7
Aggregated User Rating
2 ratings
You have rated this

Community was designed from its inception to serve as a unifying communications platform not just an optimization application and enables the entire contact center, including schedulers, supervisors and agents to participate in unique workforce management strategy with a speed and dexterity that has never previously been available to the users of workforce management technologies.

Community offers advanced reporting features such as agent daily adherence report, agent state transactions report, agent adherence violation conversion, real-time adherence alerts, agent cross-training clusters report, agent cross-training report, daily contact volume report, daily contact volume report - pie chart, intraday performance report - contact volume, intraday performance report - executive summary, intraday performance – staffing, schedule analytics report, daily schedule analysis report, event summary executive overview, schedule daily paid hours report, schedule service grade summary and weekly schedule staffing analysis.

Community users have access to five different modeling engines from within their forecasting wizard. Community users have the ability to influence the scheduling engine to minimize costs, maximize coverage or use a balanced approach following the easy to use wizard. Community has streamlined the intraday workforce management process with Automated Schedule Adjustment Plans (A.S.A.P.).

Community seamlessly integrates three levels of adherence reporting for supervisors, schedulers and agents where users can instantly view real-time alerts, monitor daily or weekly performance, and access historic adherence reports. Community offers an Agent Portal which serves as the agent's personal browser-based scheduling and communication hub. Community also offers the Community Everywhere, the innovative mobile app that extends the reach and impact of the Community Workforce Management Solution.

You may like to read: Top Workforce Management Software and How to Select the Best Workforce Management Software for Your Business

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1 Reviews
  • Lewis
    January 13, 2018 at 3:26 pm

    Connect your entire workforce to deliver intelligent and productive onsite service

    Company size

    Small (<50)

    User Role

    Consultant

    User Industry

    Energy

    Rating
    Ease of use8

    Features & Functionality8.9

    It enables you to deliver personalized customer journeys powered by the intelligent marketing platform for email, mobile, social, digital advertising, and DMP. It enables you enhance your customer support with more responsive, intuitive, and flexible service solutions that help you anticipate your customers’ needs.

    Advanced Features8.4

    Integration8.9

    Customer Support8.9

    Implementation8.9

    Renew & Recommend8

    ADDITIONAL INFORMATION
    Helps you to capture, unify, and activate your data to build valuable one on one customer experiences

Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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