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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.
• 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™
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 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.
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
Connect your entire workforce to deliver intelligent and productive onsite service
Small (<50)
Consultant
Energy
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.
ADDITIONAL INFORMATION
Helps you to capture, unify, and activate your data to build valuable one on one customer experiences