The evolution of workforce management
Some may remember TCS, Workforce, Concerto, or ShiftTrack. These solutions, partnered with innovation driven by our deeply experienced development team members and long-standing enterprise customers, have grown from the initial scheduling-focused workforce management to workforce optimization to today’s Alvaria WEM solution.
Milestones we celebrate
These are the core elements of our evolution that brought us to where we stand today within workforce industry.
Workforce Management – core workforce management capability developed and adopted widely in the contact center industry
Workforce Optimization - workforce management enhanced with quality management, performance management, and speech analytics
Workforce Engagement Management - employee gamification, remote worker support, and worker engagement (e.g., mobile apps for scheduling preferences) added to workforce optimization suites
WEM + AI - utilization of AI to enhance forecasting capabilities, natural language processing, compliance and consistency monitoring, and detailed reporting ultimately further increasing efficiencies across operations and management
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