Name: Globitel Workforce Management (WFM)
Price: 25000 USD
Author: Globitel

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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WorkForce Software

Globitel Workforce Management (WFM) is a solution designed to optimize the performance of customer engagement centers. According to the vendor, this software is suitable for companies of various sizes, from small businesses to large enterprises. Contact center managers and supervisors, customer service managers, operations managers, workforce planners, and human resources managers in industries such as telecom and communication, insurance, banking and financial services, healthcare, and retail can potentially benefit from the features offered by Globitel WFM.

## Key Features

**Workforce Forecasting**: According to the vendor, the software can accurately forecast customer engagement center workload based on historical data and trends. It utilizes advanced algorithms to predict future staffing needs and optimize scheduling based on the forecasted workload.

**Agent Scheduling**: The vendor claims that the software can create optimal schedules that match agent skills and availability with the forecasted workload. It allows for the assignment of shifts, breaks, and off-days to agents, with the flexibility to make adjustments to schedules as needed.

**Real-Time Monitoring**: The software enables real-time monitoring of agent activities to ensure adherence to schedules. According to the vendor, it tracks agent performance metrics such as average handle time, call resolution rate, and customer satisfaction. The system can also send alerts for any deviations from schedule or performance targets.

**Performance Analytics**: The software allows users to generate comprehensive reports and dashboards for analyzing agent performance and productivity. According to the vendor, it helps identify trends and patterns in agent performance, providing insights into areas of improvement and supporting data-driven decision-making.

**Agent Self-Service**: According to the vendor, the software empowers agents with self-service capabilities to manage their schedules, request time off, and view performance metrics. This feature aims to promote agent engagement and satisfaction by giving them control over their work-life balance, while also streamlining administrative tasks and reducing manual interventions.

**Skills-Based Routing**: The software offers skills-based routing functionality to route customer interactions to the most suitable agents based on their skills and expertise. According to the vendor, this can help ensure that customers are connected to agents who can best address their needs, optimizing resource utilization and potentially improving first-call resolution rates.

**Adherence Monitoring**: The software allows for the monitoring of agent adherence to schedules and tracking of their login and logout times. According to the vendor, this feature helps identify and address any attendance or punctuality issues, ensuring optimal utilization of agent resources.

**Intraday Management**: The software enables real-time adjustments to schedules to address changes in workload or agent availability. According to the vendor, it aims to optimize staffing levels to match current demand, minimizing idle time and maximizing agent productivity.

**Leave Management**: The software includes features for managing agent leaves, vacations, and time-off requests. According to the vendor, it streamlines the leave approval process and ensures fair allocation of leaves, while also maintaining accurate leave records and tracking leave balances.

**Workforce Optimization Integration**: The software can be integrated with other workforce optimization solutions such as quality management and speech analytics, according to the vendor. This integration aims to leverage data from different systems to gain a holistic view of agent performance and customer interactions, streamlining workflows and potentially improving overall operational efficiency.

Basic

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Essential

Enhanced

Complete

HR Pro

Payroll Essentials

HR Plus

Hiring Advantage

Performance Plus

ADP Workforce Now

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SAP SuccessFactors HCM

Globitel Workforce Management (WFM)

Workforce Management is concerned with scheduling and tracking the workforce. This is particularly important for organizations with shift workers and includes applications to track time and attendance, monitor compliance with labor laws, and sometimes includes payroll functionality.

Globitel

Workforce Management Software Features

Workforce Managment software features aid in helping business manage employees and their welfare.

Time and Attendance Tracking

Tracks employees' work hours, breaks, and attendance to ensure accurate payroll processing and compliance with labor regulations.

Scheduling and Shift Management

Allows managers to create, assign, and modify employee schedules, taking into account factors like availability, skillsets, and workload.

Payroll and Attendance Integration

Integrates with payroll systems to streamline the transfer of attendance data for efficient and error-free payroll processing.

Leave Management

Enables employees to request time off, sick leave, or other types of leave, and allows managers to approve or deny these requests.

Workforce Reporting and Analytics

Generates reports on employee attendance, overtime, labor costs, and other workforce data to inform decision-making and optimize operations.

Workforce Compliance Monitoring

Monitors and ensures compliance with labor laws, union agreements, and company policies regarding work hours, breaks, and overtime.

Mobile Accessibility

Provides employees and managers with mobile apps or web portals to access workforce management functions remotely and on-the-go.

Task Assignment and Tracking

Assigns tasks to employees, tracks task progress, and monitors task completion to streamline workflow and improve productivity.

Forecasting and Resource Planning

Utilizes historical data and trends to forecast workforce needs, allocate resources efficiently, and adjust staffing levels as needed

Staffing Forecasting and Resource Planning

Utilizes historical data and trends to forecast workforce needs, allocate resources efficiently, and adjust staffing levels as needed.

Shift Swapping and Time-Off Requests

Allows employees to request shift swaps with colleagues or submit time-off requests, with managers approving changes as necessary to accommodate schedule flexibility.

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Workforce Management Software

Globitel Workforce Management (WFM)

Overview

What is Globitel Workforce Management (WFM)?