Agent collaboration allows WFM analysts to update staffing schedules in seconds, ensuring organizations can meet service levels and deliver the best customer experience.
DALLAS, TX, April 23, 2018 – Workforce Management Software Group (WFMSG) today announced that it has expanded its communication platform to include MessageMedia’s market leading SMS/Text Messaging solution.
The Community WFM communications framework natively connects agents, supervisors and analysts through multiple channels including text messaging. As call demand fluctuates throughout the day, immediate agent collaboration via text messaging gives contact center managers the ability to have the right number of agents with the right skills, at the right time, across all channels throughout the day.
“MessageMedia serves over 25,000 customers and we are excited to add their technology to our Community WFM platform,” said Daryl Gonos, Principal, WFMSG. “With the use of text messaging we are able to give agents input into critical scheduling decisions.”
Mark Rothert, USA President, MessageMedia added, “WFMSG offer a fantastic product and we are genuinely excited to see our partnership facilitate the power of SMS messaging from their existing platform. SMS is a highly effective tool for scheduling and organizational tasks that ultimately saves teams time and increases their effectiveness.”
Using MessageMedia’s text messaging service, supervisors and schedulers can:
- Send ad-hoc information and notifications to a specific group or individual
- Send reminders about upcoming schedule events
- Solicit agents for opt-in shift adjustments
- Notify agents of schedule changes and processed requests
By giving agents more control over their work schedules, this provides a better work-life balance to deal with unexpected challenges in every-day life.
The Workforce Management Software Group, Inc. (WFMSG) was founded in 2005 by a team of industry leading workforce management experts. WFMSG personnel were deeply engaged with legacy workforce management technologies and deployment approaches for Fortune 500 companies throughout North America and abroad. This expertise was distilled into the modern design of Community and our deployment and services models.
MessageMedia has been a pioneer in business messaging since its inception in 2000, delivering solutions that enable companies to transform how they communicate with clients, stakeholders and staff. Whether looking to automate administrative and call center workflows, integrate with existing systems through API’s, or facilitate how marketing teams increase engagement and conversion, MessageMedia Group has over 23,000 customers, sending over a billion messages per year.
MessageMedia Group provides a comprehensive range of business messaging solutions and consulting for businesses across almost every industry, including: alerts and notifications; appointment reminders; billing and payments; marketing; staff notifications and rostering.