ISC Workforce Management Technology
> ISC’s own Workforce Management technology for forecasting & scheduling provides a major advance over erlang- and simulation-based services that currently dominate the marketplace.
From a recent DMG Consulting press release:
“Despite healthy competition, growth and innovation, critical challenges in the Workforce Management market remain.
“Specifically, erlang-based (or modified erlang) forecasting algorithms, which are used by most Workforce Management solutions to forecast call volumes, are proving inadequate.
“Their inability to produce accurate forecasts is costing companies money due to unnecessary overstaffing. This report serves as a call to action for current and new vendors: the industry needs a better, more accurate, mathematical approach to forecasting contact center interactions.“
> ISC WFM meets the challenge for a more accurate, mathematical approach to forecasting & scheduling.
To learn more about ISC’s proprietary workforce management technology, see our White Papers:
> ISC WFM focuses its R&D activities on your forecasting, scheduling and metrics needs exclusively.
Many WFM service providers offer Forecasting & Scheduling as one of many applications in a broad suite of services. Often the WFM component has been developed by a third-party, no longer on the scene. Little attention is paid or resources allocated to the evolving needs of contact center workforce managers. With ISC WFM, clients get the benefit of upgrades and new features developed to respond to the ever-changing contact center environment.
ISC forms alliances with companies who share our commitment to honesty and integrity in all business interactions, and who share our goal of delivering immediate, measurable benefits to our customers.
Indosoft’s Q-Suite Offers ACD Data Integration to ISC WFM [formerly Irene®] to Improve Workforce Management
Indosoft Inc, a provider of the contact center solution for Asterisk telephony, recently introduced Q-Suite automatic call distribution (ACD) data integration for ISC WFM, the forecasting and scheduling service from ISC. With this integration, the contact center ACD call data will be available to the WFM solution to aid with forecasting and scheduling.
<“The benefits of [ISC’ s Workforce Management] solution are its low initial investment and maintenance costs, and its ease of use. The product offers a web-based interface, which significantly reduces training time. A further technical innovation is the use of heuristic, rather than linear, algorithms.”
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“ISC has been offering its solution, ISC Workforce Management, on an ASP basis. The nature of workforce management software lends itself well to the application service provider model, allowing many small and midsize customer contact centers to receive the benefits of workforce management software without the steep capital investment.”
Giga Information Group has merged with Forrester Research Inc.
“ISC Workforce Management provides a coherent vision of the future and shows that ISC looked at the problems and developed advanced solutions suitable for the emerging contact center.”