BLUE BELL, PA — (July 8, 2020) — CoreDial is excited to share the latest addition to our proven UCaaS platform: CoreNexa™ WFM, a fully integrated Workforce Management module for CoreNexa Contact Center. This cloud-based offering allows contact center supervisors to handle all of their scheduling, forecasting, and adherence needs, all through an intuitive drag-and-drop interface.
CoreNexa WFM minimizes a manager’s administrative workload with its comprehensive scheduling tools, allowing them to streamline time-consuming but essential tasks such as approving PTO requests and assigning shifts to team members. Its powerful forecasting capabilities leverage the historical data stored within CoreNexa Contact Center to ensure businesses have the right people in place at all times. And with its real-time adherence tracking, CoreNexa WFM provides real-time data on agent activity by the minute and shift, and across multiple locations, so managers can provide data-driven, purposeful coaching and support to local and remote teams alike.
“As businesses continue to grapple with the disruption from COVID-19, many are finding they lack the tools, resources, and insights to properly manage their remote contact center employees,” said Alan Rihm, CoreDial’s chief executive officer. “CoreNexa WFM is designed to give managers full visibility across agents, activity, and historical data, enabling them to focus on what matters: creating efficiencies, improving agent performance, reducing costs for the business, and delivering a better experience for the customer. There’s a long list of reasons why WFM is compelling for businesses and managers, and this new module provides our partners with a timely solution that helps their customers address a very real need.”
According to Nancy Jamison, industry director at noted market research firm Frost & Sullivan, cloud-based Workforce Management solutions are ideally suited to meet the needs of small- and mid-size businesses.
“The common perception in the mid-tier is that traditional WFM tools are too expensive and difficult to integrate into legacy contact center platforms,” she explained. “CoreDial’s strategy to create a cloud-based WFM solution that is compatible with its Contact Center as a Service offering is much better suited to serve the business, budgetary and technical needs of the small to mid-sized enterprise sector.”