Customer interaction management, workforce optimization and back-office specialist Aspect Software has joined forces with TantaComm to release TantaComm Manage, a workforce management suite for contact centers, available via channel partners.
TantaComm Manage ensures contact center operators have the right resources based on call volumes, agent availability and skills and helps plan and manage the performance of inbound, outbound and blended staffing resources across all customer channels. The software’s core forecasting, scheduling and tracking capabilities allow organizations to project future staff requirements to support customer demand, create efficient staffing plans, evaluate schedule efficiency, monitor staff performance and adjust resources to meet changing demand in real-time.
“With the global workforce management market expected to grow from $313 million in 2013 to $403 million in 2018, it’s clear that organizations are seeing the untapped productivity potential in workforce tools and solutions,” said Tom Shepherd, vice president of worldwide channel and alliance sales at Aspect. “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.”
Manage becomes TantaComm’s fifth product suite in a set of solutions for contact center optimization, including “Capture” for call and screen recording, “Protect” for security and compliance, “Evaluate” for quality monitoring and “Centralize” for consolidating operations in the cloud.
“TantaComm has a strong history of developing and delivering the most reliable, best-of-breed products on the market,” said Ruben Moffett, TantaComm’s COO. “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.”
