ChrisLynch
IS-IT--Management
Hi All,
Not sure how many of you will have any experience with this software as this forum appears to be more around switches than WFM software.
Our organisation currently has TCS v4.4 (TeleCentre System), which is a Workforce Management / Resource Planning solution, however we are looking into going a global upgrade to Aspect's eWFM v6.x
As some of you will know, Aspect acquired TCS some years ago, modified it them rebranded it as eWFM (e-workforce management). I am wondering if anyone knows of any significant differences between the 2 products that would help us build a business case to get this software.
The organisation i work for is the largest outsourcing company in the world, not naming any names of course ;-) however this solution is being looked at for the UK only.
Historically, we are an inbound customer service / retention outfit, however in the UK we do a massive amount of outbound work too. As resource planning is really around planning staff to cover peaks and troughs on inbound calls, I am finding it difficult to justify the investment, although everyone knows that this upgrade IS necessary.
We have multiple sites across the UK, with various different technology platforms. The largest chunk of our switch equipment is Avaya Definity G3r v9, however we also have (I believe) Nortel / Rockwell equipment too. Our CTI systems are all Genesys v6, I think.
If anyone has any experience with this type of setup I would be grateful for any success stories, ideas or solutions that you guys may have.
Thanks in advance
Regards,
Chris Lynch
mailto:chris@chrislynch.net
Not sure how many of you will have any experience with this software as this forum appears to be more around switches than WFM software.
Our organisation currently has TCS v4.4 (TeleCentre System), which is a Workforce Management / Resource Planning solution, however we are looking into going a global upgrade to Aspect's eWFM v6.x
As some of you will know, Aspect acquired TCS some years ago, modified it them rebranded it as eWFM (e-workforce management). I am wondering if anyone knows of any significant differences between the 2 products that would help us build a business case to get this software.
The organisation i work for is the largest outsourcing company in the world, not naming any names of course ;-) however this solution is being looked at for the UK only.
Historically, we are an inbound customer service / retention outfit, however in the UK we do a massive amount of outbound work too. As resource planning is really around planning staff to cover peaks and troughs on inbound calls, I am finding it difficult to justify the investment, although everyone knows that this upgrade IS necessary.
We have multiple sites across the UK, with various different technology platforms. The largest chunk of our switch equipment is Avaya Definity G3r v9, however we also have (I believe) Nortel / Rockwell equipment too. Our CTI systems are all Genesys v6, I think.
If anyone has any experience with this type of setup I would be grateful for any success stories, ideas or solutions that you guys may have.
Thanks in advance
Regards,
Chris Lynch
mailto:chris@chrislynch.net