iWFM is a complete resource planning platform, linked directly with your ACD, delivering accurate scheduling and forecasting of your staff resources. Optimum operational performance and reduced costs throughout your contact centre.
iWFM was designed and built by a team of Workforce Management
professionals working at the forefront of contact centre management, across multiple industries and business sectors.
Our collective experience has resulted in a cloud-based platform that focuses on the fundamentals of Workforce Management: accurate forecasting, optimised scheduling and effective real-time Management, giving portal access from anywhere to administrators and agents.
Linked directly to your ACD for absolute precision in resource planning and workforce management. iWFM delivers accurate forecasting and scheduling of public holidays, seasonality, non-typical peaks and troughs, shift-swap - everything you need to optimise your staff resources and your costs.
Our lightning fast scheduler will create optimised schedules within the rules set by your contact centre. And with adherence metrics embedded, your contact centre will always be the best it can be.
With simple portal access for time-off / holiday requests, administrator accept, decline, swap, combined with automation enablement, all in real-time, your schedules, and your service levels will always be right.
iWFM empowers you with valuable management insights that help you always schedule the right people, with the right skills, at the right time.
Improved scheduling equals efficient scheduling, lowering the overall cost of running your contact centre.
Give your Service Level a boost by scheduling the right people, at the right time, with the right skills.
Base forecasts on auto-captured historical trends direct from your ACD. Forecasts can be edited and scaled to make them as accurate as possible.
With agent rules and skills, schedule your agents to be in the best place possible to achieve the best Service Level for your customers.
Clear pricing, with no purchase or upgrade costs makes us hard to beat.
iWFM is secure in the cloud with Administrator and Agent Apps and online portals for immediate access, from anywhere, anytime.