What is cloud-based workforce management software?

Cloud computing is a web-based delivery model that enables users to connect with applications on-demand from any computer with Internet access. A cloud-based workforce management solution provides the highest ROI and savings of any WFM strategy due to its low upfront investment and low operating costs. Cloud-based WFM software puts call centers in unprecedented control, enabling dramatic cost savings and making scheduling far more efficient. Compared with traditional workforce management software, a cloud-based WFM solution allows companies to:

• Reduce upfront costs: Eliminate the significant investment just to get started. From purchasing hardware, databases, and software licenses to the high costs of installation and IT staff to support the system, the traditional model simply doesn’t make sense. In stark contrast, cloud-based workforce scheduling software saves both time and money because there are no infrastructure costs.

• Get started faster: Rather than having to ramp-up to a six- to twelve-month (or more) implementation, WFM solutions enable companies to start managing their workforce in the cloud within a matter of weeks. And, since the solution is web-based, integrating the software with existing systems reduces time and costs.

• Connect anywhere:  The software is hosted by the workforce management firm so companies can access the software anywhere—whether on the other side of town or the other side of the world. All they need is a computer and a standard web browser.

• Minimize ongoing costs: Cloud-based WFM software doesn’t just save money during the implementation phase. Companies save time and money in the long-term as well. The WFM firm supports all maintenance of the system, including free software upgrades and troubleshooting. Companies also benefit from the ability to quickly customize or add modules via a single, web-based interface.

• Pay-as-you-go: One of the most attractive features of the solution is the pricing model. Companies only pay for the capacity and infrastructure that are actually used, typically based on number of users. This usage-based, pay-as-you-go subscription pricing approach not only saves businesses money,  Web-based workforce scheduling software also enables them to quickly scale to manage the demands of changing call center sizes.

Cloud-based WFM software lowers the initial infrastructure costs and ongoing maintenance costs of traditional WFM software. This on-the-fly WFM solution also gives call center managers the tools to schedule the right number of agents at the right skill level at the right time, increase overall schedule adherence, boost service levels, and improve both agent and customer satisfaction. To learn more about this topic, please download our What is cloud-based Workforce Management whitepaper.