In the world of workforce engagement management (WEM), you’ll find a variety of software solutions to improve your business operations. WEM as a whole aims to improve employee engagement, making work days better for teams and managers, while also boosting business performance.
However, WEM isn’t one size fits all. Businesses need to evaluate workforce solutions that fit their company’s unique needs.
Choosing between standalone WEM vendors and bundled workforce solutions is a key part of the evaluation process. While some vendors focus on providing standalone WEM solutions, others bundle workforce software with Contact Center as a Service (CCaaS) and Customer Experience (CX) tools. WEM standalone and bundled solutions both have their respective strengths and weaknesses. But which will be most effective for your business?
What is a standalone WEM solution?
Just as the term implies, a standalone WEM solution is a platform dedicated to engaging and managing your workforce. Standalone WEM solutions put primary focus on combining efficient workforce management with effective software built to enhance the employee experience (EX). Standalone solutions include foundational features of WEM, like forecasting, analytics reporting, performance management systems with supervisor feedback and coaching options, and quality assurance tools.
Benefits of standalone WEM
- Best-of-breed workforce solutions. Standalone solutions typically offer comprehensive WEM functionalities. This includes robust forecasting and reporting options that are integral in promoting cost savings, optimal staffing, and improved performance.
- Automation and AI applications. Advanced WEM solutions are more likely to include automated and AI-powered functionalities. This includes automated reporting and analytics, forecasting, and scheduling suggestions to improve output.
- Flexibility and scaling for growth. Dedicated WEM solutions can offer a more flexible and scalable infrastructure than bundled options. Customizable WEM platforms can better meet rapidly growing businesses with dynamic needs.
Potential drawbacks of standalone WEM
- Possible integration limitations. Traditionally, standalone WEM solutions have functioned as siloed tools. In recent years, tools have shifted towards unified platform structures with additional integrations into tech stacks.
- Deployment delays. If a standalone WEM solution has limited integrations, this could impact quick deployment processes and create a pause in operations.
What is a bundled WEM solution?
Bundled solutions combine WEM and other software tools together. These are typically CCaaS, CX, or Customer Relationship Management (CRM) systems. A bundled solution presents as a unified system, offering essential WEM functionalities with inbound customer experience solutions like Automatic Call Distribution (ACD) and Interactive Voice Response (IVR). Bundled platforms focus on directly enhancing the customer experience through omnichannel solutions, while borrowing some WEM principles of improving the employee experience.
Benefits of bundled WEM
- Native integration structures. By design, bundled solutions feature integrations between WEM and CCaaS tools. These platforms may also integrate easily with additional systems like HR, payroll, and Business Intelligence in your tech sack.
- Simplified vendor management. With a bundled WEM solution, your business can minimize the number of vendor relationships needed to manage. Depending on the vendors’ licensing model, bundled solutions may offer cost savings.
- Fast deployment and implementation. Depending on licensing models and integration with other tools, cloud-based bundled WEM solutions can offer quick deployment and implementation.
Potential drawbacks of bundled WEM
- Limited functionalities or advanced features. Bundled solutions may lack the level of functionality available in standalone WEM platforms. There may be a primary focus on CCaaS or CX functionalities with limitations to WEM features like complex forecasting and reporting.
- Less flexible and suited for rapid growth. Businesses with complex workforce needs may find that bundled WEM solutions are rigid and can’t meet dynamic requirements. As businesses grow and require scalable WEM software, bundled solutions may fall short.
Key factors to consider when choosing WEM solutions
As you evaluate whether a standalone WEM platform or a bundled solution is best for your business, consider the following factors:
- Business size. Small to mid-sized businesses may prefer the simplicity of bundled solutions, while larger businesses may need more powerful WEM solutions in standalone platforms. Be sure to also consider organizational complexity, regardless of business size.
- Integration capabilities. Consider how well both standalone and bundled solutions will integrate with the rest of your tech stack. Businesses that highly value managing fewer vendors and integrations may prefer a bundled solution.
- Feature & functionality depth. If your business requires comprehensive WEM functionalities like flexible forecasting scenarios and intraday reporting, this may not be available in bundled solutions.
- Growth & scaling potential. Scalability is an important factor for businesses experiencing rapid growth. Businesses that value long-term growth potential may find that standalone WEM solutions are more flexible.
- Total cost & ROI. Do a thorough total cost of ownership (TCO) analysis of both standalone WEM and bundled solutions. Consider licensing structures, implementation fees, and ongoing maintenance costs.
Aspect WorkforceOS as a powerful unified WEM solution
Aspect WorkforceOS is a unified WEM platform that offers comprehensive, flexible functionalities for a variety of business cases. Unlike traditional standalone WEM tools, WorkforceOS has shifted towards a uniform platform structure, with several robust tools available in one ecosystem. This structuring also includes upgraded integrations with other software solutions, bridging gaps between CCaaS, CX, CRM, HR, and payroll systems. Seamless integrations simplify deployment processes, ensuring your business sees minimal delays in operations and in turn, no lost revenue.
Choose the right WEM solution for your business
Regardless of organizational size, businesses looking for powerful WEM features may find standalone solutions to be a better fit. Standalone WEM solutions that can handle complex scenarios and scale with business growth are an optimal choice for many rapidly changing businesses. A standalone option that also provides easy integrations, deployment, and cost savings may also be good choices for organizations with simpler WEM needs.
Still looking for more information to inform your WEM buying journey? Check out our WEM and WFM Buyer’s Guide written in partnership with Futurum Research Group. Learn key steps to asses WEM software and crucial evaluating criteria to ensure you make the best business decisions.
