Workforce Management Software Group (WFMSG) has announced that it has expanded its communication platform to include MessageMedia´s market SMS/Text Messaging solution, the company said.
The Community WFM communications framework natively connects agents, supervisors and analysts through multiple channels including text messaging. As call demand fluctuates throughout the day, immediate agent collaboration via text messaging gives contact center managers the ability to have the right number of agents with the right skills, at the right time, across all channels throughout the day.
Using MessageMedia´s text messaging service, supervisors and schedulers can:
Send ad-hoc information and notifications to a specific group or individual
Send reminders about upcoming schedule events
Solicit agents for opt-in shift adjustments
Notify agents of schedule changes and processed requests
By giving agents more control over their work schedules, this provides a better work-life balance to deal with unexpected challenges in every-day life.
WFMSG was founded in 2005 by a team of industry workforce management experts. WFMSG personnel were deeply engaged with legacy workforce management technologies and deployment approaches for Fortune 500 companies throughout North America and abroad.
MessageMedia has been a pioneer in business messaging since its inception in 2000, delivering solutions that enable companies to transform how they communicate with clients, stakeholders and staff. Whether looking to automate administrative and call center workflows, integrate with existing systems through API´s, or facilitate how marketing teams increase engagement and conversion, MessageMedia Group has over 23,000 customers, sending over a billion messages per year.