The global workforce management market is expected to grow from $313M in 2013 to $403M in 2018. Workforce tools and solutions are getting more attention with several organizations, especially contact centers.
TantaComm (News - Alert), a global provider of secure customer interaction recording and performance management solutions for contact centers of all sizes, is seeking such solutions. The company has partnered with Aspect (News - Alert) Software, a company specializing in customer interaction management and workforce optimization solutions, and is all set to enjoy the benefits of combined forces.
The partnership has allowed TantaComm to release TantaComm Manage, a workforce management suite, powered by Aspect Workforce Management. With a shared philosophy for open architecture, and broad collective experience in the market, TantaComm and Aspect's partnership is aimed at bringing to market the first solution collaboration using Aspect's platform, allowing TantaComm to address a wider spectrum of workforce optimization needs.
"We're very excited that TantaComm is able to utilize our partner development tools to bring to market a very robust agent management solution that addresses the staff efficiency challenges many contact center organizations have been struggling to solve," Tom Shepherd, vice president, Worldwide Channel and Alliance Sales, Aspect mentioned.
Tanta CommManage is a contact center agent management solution which gives an easy way to accurately forecast staffing requirements across all inbound, outbound and blended resources. The software's core forecasting, scheduling and tracking capabilities allow organizations to accurately project future staff requirements. Manage also gives your agents a robust, online environment to control their own scheduling needs.
Aspect Workforce Optimization gathers intelligence from customer interactions across all channels and helps in workforce planning, scheduling, management, recording, surveying, coaching, eLearning and analytics.
"TantaComm has a strong history of developing and delivering the most reliable, best-of-breed products on the market," Ruben Moffett, chief operating officer at TantaComm said in a statement.
"In the case of workforce management, rather than develop a native application, we have selected Aspect's platform because of its leadership in the marketplace and our history with them as a partner. Additionally, it was critical to achieve more than just a commercial solution and both organizations did a great job with the technical integration which is key to a cohesive end user experience." Moffett added.
Edited by Cassandra Tucker