Aspect Softw

WorkforceManagementSoftwareSearchCRM.com Product Directory

2009 EDITION

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Welcome to SearchCRM.com’sWorkforce Management Software ProductDirectory. This directory was designed to be a valuable resource for those gettingstarted with research or evaluating vendors in the CRMmarket.

Inside, you’ll find basic information about the major vendors in the workforce man-agement market and the products they sell. Each listing is accompanied by a shortdescription and a long description, including limited information about functionalityand product use. You’ll find products for businesses of all sizes as well as productsthat can be deployed on-demand and on-premise. Use this list to get started withthe evaluation process. For more information about any of the products or to speakto a sales representative, please visit the vendor website or product website.

SearchCRM.com will launch a series of directories throughout the year to addressunique segments of the CRMmarket. To view the entire collection of CRM productdirectories, click here. Want to see your product listed in one of our directories?Go here to submit a product. Need to update product or pricing information?Email us here. For questions for the editors or to make suggestions for improvingthe directory, write to us at editor@searchcrm.com.

Happy shopping!

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 2

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Welcome!

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 3

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Choosing the right workforcemanagement software for your call center

THE MARKET FOR workforce management(WFM) software is highly competitiveand offers ample room to comparesolutions and negotiate prices. But ittakes time to get to know the vendorsand give them the chance to know you.Don’t short-circuit the process with ablind RFP, a quick decision based on ateammember’s experience at a previ-ous employer, or an emotional attach-ment to a product or vendor—whichcan be particularly strong for WFMproducts. Assemble the right team andexecute the right steps to find the bestproduct for your business needs.FIGURE 1 provides an overview of the

process. It shows two main stages—fil-tering and profiling, and evaluating andselecting—bookended by defining theproject and finalizing a contract. Thefollowing sections provide keys to suc-cess in each step.

DEFINE THE CALL CENTERWORKFORCE MANAGEMENT PROJECTThe selection process starts with aclear definition of the project goalsand scope. WFM should enable youto address key business goals, such asincreasing efficiency and staff utiliza-tion, or improving accessibility andavailability to address customer needs.If your call center has static call pat-terns, limited hours, fixed shifts thatrarely change, and a culture that frownson scheduling breaks and lunches, youwon’t be able to do much—or gainmuch—withWFM unless your organi-zation is poised for change. On theother hand, if your center has 25 seatsor more with extended hours and/or avariety of shifts, and you’re ready toschedule on and off phone tasks(including training, team huddles, andtime off) to ensure that staffing levels

FIGURE 1

The key steps in selecting the right WFM technology

match volume and workload demands,you’ll find a compelling business casefor WFM.Identify which departments or staff

will use and manage theWFM system,especially in a multi-site environment.Consider whether the function will becentralized or distributed, and who willprovide system administration andmaintenance. Your key players on theproject team will be analysts who will

live with the system day in and day out.If supervisors and CSRs are to be directusers of the system—checking sched-ules, requesting changes and accessingreports—they’ll need representation onthe project team. Invite HR to join theproject if you’re changing scheduling orother policies so they can tackle thepeople issues in parallel to your require-ments and evaluation process. IT needsto be part of the team as well; they willfocus on the architectural fit with therest of your environment.Define how you will use the technolo-

gy from a people and process perspec-tive. WFM products vary widely insophistication (or complexity), integra-tion, cost, and services provided. The

sidebar will help you define the busi-ness requirements. You also need toconsider howWFM fits with the rest ofyour workforce optimization (WFO) orperformance optimization (PO) plans,

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 4

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Starter list of workforcemanagement capabilities

CONSIDER THIS starter list of WFMcapabilities when thinking aboutyour call center requirements:

� Forecasting� Rostering� Scheduling� Tracking/Adherence� Reporting� Templates� Customization� Skills simulation� Multimedia support� Email� Text chat� Other (e.g., fax, mail)� Multi-site� Real-time adherence� ACD/CTI routing/reportingintegration

� Payroll system integration� Other performance toolintegration (e.g., QM, eLearning,scorecards, analytics)

� Vacation scheduling� Shift bidding� “What if" scenarios� User interface for administration� User interface for CSRs/supervisor requests and view

“Identify whichdepartments or staffwill use and managetheWFM system,especially in a multi-site environment.”—LORI BOCKLUND

as it can be a part of a much bigger pic-ture (see FIGURE 2). For example, do youhave other products such as qualitymonitoring or eLearning with whichWFM should integrate?Will you feedWFM data into a reporting, scorecardor analytics tool? Your responses willdetermine whether you consider stand-aloneWFM systems, suites of perform-ance optimization tools, or both.

IDENTIFY WORKFORCEMANAGEMENT VENDOR OPTIONSA first step in the filtering and profilestage is to define your sourcing strate-

gy. Consider significant decisions suchas premises versus hosted versus man-aged services, and suite versus best ofbreed, in line with your project deci-sions. You may consider a combinationof sourcing options—for example, bothhosted and premise-based solutions—and compare the tradeoffs in cost, func-tionality, implementation, integrationand support.Your second step is to identify the

WFM vendors (and potentially partnersor distributors) to meet your needs, inyour geography. TheWFMmarket has afew mature, well established, high-mar-ket-share vendors (e.g., Verint, Nice and

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 5

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

FIGURE 2

Workforce management is one of many performance optimization tools.

Aspect) that offer full PO suites, along-side a host of smaller players. Size—yours, theirs and the relation betweenthe two—may matter. ACD integrationis another key consideration. The biggerplayers tend to have extensive integra-tion experience and formal partnershipswith their counterparts in the ACDworld.To identify the right sourcing and ven-

dor options, you must do your home-work. Consider additional offeringsfrom your existing vendors that offerperformance tools. Develop vendor pro-

files and preliminary screening filters bytalking to analysts, attending confer-ences, reviewing lists and websites,and/or attending webinars. Use ques-tionnaires or “mini-RFIs” to explore keyqualifications and narrow the possibili-ties. Establish relationships with ven-dors to form preliminary impressions oftheir capabilities, educate them on youroperations, and get on their “radar”should you entertain formal proposals.Many companies are shocked whenvendors “no bid” on a blind RFP, but it isa common occurrence.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 6

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Starter list of evaluation criteriaFEATURES AND FUNCTIONS AS A BASELINE� Focus on critical items such as user interface, ease of use� Note that you assume all vendors provide the baseline capabilities unlessotherwise indicated

ARCHITECTURAL ALIGNMENT/TECHNICAL FIT FOR INTEGRATION� With current and planned environment (routing and reporting for all media)

IMPLEMENTATION PROFESSIONAL SERVICES� Roles and responsibilities, especially for populating the initial historical dataand running initial forecasts and schedules

� Experience and expertise with your type of environment

ONGOING SUPPORT� Resources and processes to “teach you to fish” and keep fishing, even if thepeople that need to fish (forecast and schedule) change

� Who does what

GOOD PARTNER/GOOD FIT� Resources, investment, focus� Their partnership/integration with other vendors

OTHER KEY FACTORS FOR YOUR SITUATION� Cost as a secondary criterion—it’s negotiable!� And then the focus should be on value/ROI

DEFINE DIFFERENTIATORS OFWORKFORCE MANAGEMENT TOOLSThe previous steps help the team get upto speed on theWFMmarket and tech-nology. This step establishes a commonview of what matters in the evaluationprocess. Key criteria focus on the userinterface, ease of use, level of complexi-ty and professional services. You’ll alsoneed to address integration and find outwhether the vendor has experienceintegratingWFMwith your ACD/CTI(wherever your routing and reportingresides). Integration can seem straight-forward, but you’ll reap value from ven-dors with relevant experience and acrowd of customers like you.The sidebar provides a starter list of

vendor selection criteria. Keep a coupleof crucial points in mind. First, WFMtools seem very close in functionallywhen stacked up on a generic “laundrylist.” You need to focus on the key differ-entiating functions or the ones thatmatter the most to your business. Sec-ond, price is a negotiable item, so don’tput too much weight on it. Most ven-dors don’t want to lose on price. Evalu-ate the options independent of priceand see whether you can get yourfavored vendor to a competitive pricethrough negotiation. Chances are youcan.

DEFINE CALL CENTER REQUIREMENTSBuild your request for quote or proposal(RFQ or RFP) based on the key require-ments—functional, technical, imple-mentation, support, pricing—that yourbidders need to address. Even if youdon’t do a full RFP, use a requirementsdocument to define what the vendormust price and deliver. Specify capabili-

ties as well as professional services.Professional services—including imple-mentation to get you going and ongoingsupport to get business value out of theWFM technology—are critical.Here is a warning to consider as you

develop requirements: Lack of trainingfor the second (or third or fourth) ana-lyst to get the job, combined with func-tional and interface complexity, canlead to poor system utilization. Ask forscreenshots, training manuals, anddemonstration tools to “kick the tires”on how intuitive the system is, enablingyou to assess your ability to get valuefrom the system on Day 1 and Day1,001.Finally, consider the options or capa-

bilities you need now and the onesyou’ll need down the road. Futurerequirements could influence your deci-sion significantly (especially if you areconsidering suites).

EVALUATE OPTIONSConduct initial due diligence by review-ing vendor responses (proposal, config-uration, quote). Develop pros and cons,analyze costs and address questions.You may narrow the vendor optionsafter these initial steps and then moveinto the critical due diligence steps tocomplete the evaluation.Conduct vendor demonstrations and

presentations based on an agenda thatyou define carefully and control. (A“dog and pony” marketing presentationdoes you little good at this point!) Aspart of these sessions, make sureIT/telecom is comfortable with the plat-form, operating system, and databaseand can support the product and itsintegration. They may also have hot

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 7

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

buttons around network managementor other factors to address. Consider afocused operations day with the coreusers you identified during project plan-ning—analysts, supervisors, representa-tives from appropriate departments—to kick the tires on the user interfacesand functionality. Make sure thisdemonstration doesn’t merely scratchthe surface. Sit in the driver’s seat andreally get a feel for the user interface.Conduct reference checks (at a

minimum) and site visits (if possible).Many folks view these last two stepsas something that will only provideglowing reviews; however, they areexcellent learning opportunities, espe-cially for WFM. Experienced users tellyou what works and what doesn’t, andwhat pitfalls to avoid in implementa-tion, application and optimization. Onekey question to pursue is their ratio ofanalysts to staff, and what influencesthat ratio (positively or negatively) intheir environment. Also ask what, if any,steps of theWFM process they performoutside the system. Many companiesdo not use theWFM system for fore-casting; ask whether that’s the case,and if so, why.

SELECT VENDOR PARTNERAs the evaluation nears an end, campsand opinions will form. Often, the “win-ner” is clear and a voice vote puts thewhole team on the same side. In othercases, the decision requires a morerigorous debate to sort through differ-ences and reach a common under-standing. Score and discuss differencesusing the evaluation criteria as a guide.This process ensures that no teammember has a biased, unsupportable

position and that teammembers do nothave key differences in understandingof the solution options.After reaching consensus, recom-

mend the selected vendor to your lead-

ership to gain their approval. Yourevaluation criteria and associated eval-uation results should make it easy todefend your choice.

CONTRACTIdeally, you get the contract or pro-curement resource from your companyinvolved early, so that when you reachthis stage, they are ready to do theirpart. They will negotiate the price basedon the comparison of bids and what is“fair” for the proposed solution andservices. Identify the cost of future,planned options and evaluate tradeoffsto purchase them initially rather thanlater. You may find greater discountsthat you need to compare with addi-tional maintenance costs, and it maybe easier to get a little higher budgetapproval once rather than multipleapprovals for smaller amounts.If possible, keep options in play to

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 8

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

“Experienced userstell you what worksand what doesn’t,and what pitfalls toavoid in implementa-tion, applicationand optimization.”—LORI BOCKLUND

maintain leverage with the “winning”vendor. Don’t tip your hand all the way;rather, show them they are the favored

choice assuming a successful negotia-tion. As part of this process, you willwork on the incredibly important serv-ice-level agreements (SLAs), statementof work and other terms. Negotiationisn’t just about price and legalities; it isabout ensuring clarity regarding whowill do what in implementation andsupport and the results you can expect

at every step. Perhaps nothing is moreimportant to the success of your projectthan a clear and common understand-ing of these expectations. WithWFM,the agreements should address activi-ties such as the initial data load, fore-casts, schedules, reports and analysis,and then optimization. The agreementsshould also provide clarity on training,both initial and ongoing. You want tounderstand how far the vendor goes,and at what point it leaves you to yourown devices—and how well preparedyou will be for that moment.

CONCLUSIONIt is often tempting to take shortcuts inpicking a technology or vendor. Resistthat temptation. Get the best WFMproduct at the best price by conductingthe steps defined here. The time andenergy you invest will reap greatrewards in the project execution andongoing application of the solutionchosen to meet your business needs. �

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 9

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

Lori Bocklund is president of Strategic Contact, an independent consulting firm focusedon helping companies optimize the strategic value of their customer contact technologyand operations. Strategic Contact helps companies succeed through projects that developand execute plans tied to business goals. In 2008, Strategic Contact was awarded a GSAcontract for call center consulting services. The contract is a highly coveted, competitiveaward that qualifies the company to provide a full range of management consulting serv-ices to improve federal agencies’ contact center performance for the next 20 years.

Lori is a recognized industry leader in contact center strategy, technology and opera-tions. During more than 21 years in the call center industry, 16 of them as a consultant, she has acquired anunderstanding of a broad spectrum of systems, applications and operational environments. She shares herknowledge and experience through speaking engagements, articles, a two-day call center technology course,and her book “Call Center Technology Demystified” (Call Center Press).

Lori uses her strong critical and creative thinking skills to help develop the client’s vision and strategy, tostructure approaches that address the client’s specific needs, and to ensure high value in the deliveryprocess. She is an effective communicator across all levels of management and uses her facilitation skills tohelp people with diverse goals and concerns come together to create and execute plans that deliver real busi-ness benefits. Lori has a B.S. in electrical engineering from South Dakota State University and anM.S. in elec-trical engineering from GeorgeWashington University.

“Negotiation isn’tjust about price andlegalities; it is aboutensuring clarityregarding who willdo what.”—LORI BOCKLUND

SAASOR ONPAGE VENDOR PRODUCT SERVICE PREMISE

11 Aspect Software Aspect eWorkforce Management s

11 Calabrio CalabrioWorkforce Management s

12 Cisco Systems Cisco UnifiedWorkforce Optimization s

12 Envision EnvisionWorkforce Management s

13 GMT Corporation GMT Planet Workforce Management 1 s

13 InVision Software InVision EnterpriseWFM 1 s

14 ISC Irene 1

14 Kronos Inc. TheWorkforce Central Suite 1

15 Monet Software Monet Workforce Management System 1 s

15 NICE IEX TotalViewWorkforceManagement Software s

16 Pipkins Inc. Vantage Point 1 s

16 Quintiq The Quintiq Workforce OptimizationPlanner 1 s

17 UCN Inc. inContact WFM s

17 Verint Systems Impact 360Workforce Optimization 1 s

18 VPI Activ! Planner Workforce Management 1 s

18 WFMSG Community s

19 WorkForce Software EmpCenter Workforce Management Suite 1 s

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 10

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

LEGENDVendor: Vendor/developer of product at directory press timeProduct: Product name1 SaaS or services: technology available as SaaS, hosted, on-demand, ASP andWeb Servicess On-premise: software or systems on premise2 Descriptions were written by the SearchCRM.com editorial team based on information gathered from vendor websites.

Index at a GlanceClick on the product name at left to jump to a longer description.

ASPECT

Aspect eWorkforceManagement

Aspect eWorkforce Management(WFM) is designed to provide in-depthstrategic planning and workforcemanagement tools to improve inbound,outbound and blended call centeroperations. s

COMPANY WEBSITE: www.aspect.comFOUNDED: 1973SUMMARY: Aspect eWorkforce Manage-ment, part of Aspect Software’s Perfor-manceEdge product, provides planning,forecasting, scheduling and trackingfunctionality suitable for multi-channelcall center environments. AspecteWorkforce Management includes a setof integrated enhancement packagesthat provide call center managers withthe tools to improve agent adherence,productivity, self-service, schedulingand performance. The system also con-tains a Software Development Kit thatprovides users with a way of integratingthe software with other call centerapplications in order to share importantworkforce management data across theenterprise.

PRICING: Pricing is around $275 peragent seat (which includes software,hardware, training, professional servicesand annual maintenance and support).

CALABRIO

CalabrioWorkforceManagement

Calabrio Workforce Managementis designed to help users plan andadjust staffing to meet requirementsand key performance metrics. s

COMPANY WEBSITE: www.calabrio.comFOUNDED: 2007SUMMARY: CalabrioWorkforce Manage-ment aims to improve call center per-formance, first call resolution and cus-tomer retention by helping call centermanagers and scheduling staff manageand staff multi-site call centers andmake short and long-term adjustmentsdepending on need. The system can beconfigured for call centers of any size.The system provides real-time and his-torical adherence monitoring andreporting, performance-based schedul-ing and forecasting abilities. CalabrioWorkforce Management supports auto-matic call distributors from some majorvendors such as Cisco, Avaya and Nor-tel. 2

PRICING: CalabrioWorkforce Manage-ment starts at approximately $500 perseat.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 11

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 12

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

CISCO

Cisco UnifiedWorkforce Optimization

The system’s workforce managementcomponent is designed to allow callcenter managers to develop schedulesfor multiple sites, manage key perform-ance indicators and track agent adher-ence to schedules in real time. s

COMPANY WEBSITE:www.cisco.comFOUNDED: 1984SUMMARY: The workforce managementcomponent of Cisco UnifiedWorkforceOptimization is designed to allow inno-vative call centers to forecast andschedule with accuracy, manage multi-site (virtual) contact centers in multipletime zones, support multiple languageswith a single click, apply unique busi-ness rules by channel type for multi-channel contact center support, andconnect to an unlimited number ofphone systems, automatic call distribu-tors (ACDs), and computer telephonyintegration (CTI) systems simultane-ously. Cisco UnifiedWorkforce Opti-mization integrates with Cisco AgentDesktop and Cisco Supervisor desktop,bringing workforce optimization andworkforce management functionality todesktop tools. The system also includesa quality management component,which records and processes voice andscreen transactions of call centeragents for performance evaluation andcompliance.

PRICING:

Declined to provide pricing.

ENVISION

EnvisionWorkforceManagement

EnvisionWorkforce Management isdesigned to help call center managersforecast, schedule and manage theiragent workforce. s

COMPANY WEBSITE: www.envisioninc.comFOUNDED: 1994SUMMARY: EnvisionWorkforce Manage-ment provides forecasting capabilitiesthat are based on the call center’s his-torical data, service levels and specificstatistics. Using this information, thesystem creates schedules based ontraffic volumes, goals, cost estimatesand agent availability. EnvisionWork-force Management gives users the abili-ty to review, manage and plan by gener-ating reports on actual and forecast callvolumes, staffing levels and service-level adherence. Some features includ-ed in the system are priority scheduling,multi-skill blending and real-timeadherence tracking.

PRICING: Software licensing is between$120 and $350 per user/agent basedon the size of the center (list prices).Services and training will run $30K to$50K+ depending on size and complex-ity of configuration/integrations. Main-tenance is 20% of software annually.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 13

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

GMT CORPORATION

GMT PlanetWorkforceManagement

GMT Planet Workforce Managementunifies workforce and performancemanagement components in a singleuser interface. 1s

COMPANY WEBSITE:www.gmt.comFOUNDED: 1995SUMMARY: GMT Planet Workforce Man-agement software is suitable for smalloperations of 20 call center agents tolarge operations with thousands of callcenter agents. The system offers cus-tomer demand forecasting, employeeself-service, performance managementand analytics, staff scheduling, andstrategic planning and budgeting capa-bilities. All of these components areunified in a single architecture, on oneserver and database, and are accessiblethrough a single user interface. Themanaged workforce optimization suiteGMT On-Demand is also available. 2

PRICING:A full-featured, typical 250-agent configuration is approximately$188,000, inclusive of all software fees;professional services include projectmanagement, implementation services,pre-implementation consulting andtraining, and first year’s maintenance,which includes help desk support,advice line, software updates andupgrades.

INVISION SOFTWARE

InVision EnterpriseWFM

InVision Enterprise WFM has a modulararchitecture and is designed to supportthe entire demand-oriented workforcemanagement process.1s

COMPANYWEBSITE:www.invisionwfm.comFOUNDED: 1995SUMMARY: InVision EnterpriseWFM(iWFM) is aWeb-based software sys-tem for enterprise-wide workforcemanagement. It is currently available in12 languages. iWFM allows the staffplanner to optimize staffing by creatingschedules that at all times conform tothe actual requirements set. The soft-ware can scale companies of all sizes.iWFM can be integrated into existing ITenvironments and connected to numer-ous external systems. InVision alsooffers a large service portfolio, includinganalysis of user requirements andstaffing, project management, systemintegration, programming of user-spe-cific add-ons, and daily support. 2

PRICING:Start-up costs include installa-tion, workshops, trainings and profes-sional services, depending on theproject size:Premise-based solution:Software licenses: $180-$600 peragent (costs depending on the numberof selected iWFMmodules); Annualmaintenance, including support: 15%of license priceHosted solution:Monthly costs, including licenses, hard-ware, database, training, maintenanceand support for a minimum 6-monthcontract: $20-$80 per agent

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 14

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

ISC

IreneWorkforceManagement

ISC’s IreneWorkforce Managementoffers a variety of forecasting, workforcerequirement, scheduling and real-timemanagement features via the Softwareas a Service (SaaS) model. 1

COMPANYWEBSITE:www.isc.comFOUNDED: 1973SUMMARY: ISC’s IreneWorkforce Man-agement aims to help call centersreduce payroll costs, improve servicelevels and increase employee satisfac-tion. The system offers a variety of fore-casting, workforce requirement, sched-uling and real-time managementfeatures. Users can track projects andgrowth trends based on seasonal, week-ly or daily contact patterns and calcu-late workforce requirements based onprojected call volumes and perform-ance goals. The system offers one-clickscheduling, real-time displays of sched-ule adherence, and call center agentself-service features. The product,which runs in a standardWeb browser,utilizes the SaaS model and can beaccessed from anywhere over the Inter-net. 2

PRICING:Pay as you go. (Declinedto provide additional pricing details)

KRONOS

TheWorkforce Central Suite

TheWorkforce Central Suite combinestime and attendance managementwith payroll, scheduling and talentmanagement in a product designedto address all workforce-relatedchallenges. 1

COMPANYWEBSITE:www.kronos.comFOUNDED: 1977SUMMARY:TheWorkforce Central Suite isaWeb-based product made up of appli-cations that automate manual process-es such as time and attendance, sched-uling, payroll, and absence and talentmanagement. The system’sWeb-accessible dashboards provide man-agers with employee information in realtime. It also includes self-service appli-cations for employees and managers.Workforce Employee provides staff withaccess to personal information, benefitsadministration, job-related tools andmore. Workforce Manager gives man-agers increased visibility of theiremployees and access to the tools andinformation they need to manage them.

PRICING:The SaaS model is based on amonthly subscription plan, allowingcompanies to pay per employee, permonth. (Declined to provide additionalpricing details)

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 15

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

MONET SOFTWARE

MonetWorkforceManagement System

The Monet Workforce ManagementSystem is a forecasting and call centeragent scheduling product for callcenters. 1s

COMPANYWEBSITE:www.monetsoftware.comFOUNDED: 2001SUMMARY: The MonetWorkforce Man-agement System manages inbound andoutbound calls, emails, chat and otherback office processes. The system alsoallows for skills-based scheduling of callcenter agents. Monet Workforce Man-agement’s capabilities include data col-lection, forecasting, scheduling, staffing,vacation planning and reporting. Thesystem responds to call volume fluctua-tions in real time and updates forecastsand schedules accordingly. Advancedconfiguration features allow users tobuild an unlimited number of call centergroups and manage multiple sites andtime zones simultaneously. The fullyhosted MonetWFMOnDemand andtheWeb-based portal Monet Anywhereare also available. 2

PRICING:MonetWFM Express starts at$7,995 for a call center of 25 agents.

NICE

IEX TotalViewWorkforceManagement

IEX TotalViewWorkforceManagement software provides acentralized platform for optimizingcall center performance. s

COMPANYWEBSITE:www.nice.comFOUNDED: 1988SUMMARY: IEX’s TotalViewWorkforceManagement system helps call centersforecast, plan and schedule with accu-racy, providing visibility into every areaof a call center’s operation. Companiescan choose between TotalView Centraland TotalView Advanced features,depending on need. TotalView Centralencompasses the core features of theTotalView product, including forecast-ing, planning, scheduling and daily man-agement. TotalView Advanced featuresbuild on the capabilities of TotalViewCentral and provide systems for callcenters needing advanced capabilities.Smaller call centers can take advantageof IEX’s TotalView Small Center system,which offers the same core capabilitiesas TotalViewWFM but is priced andtailored to meet the needs of call cen-ters with 100 agents or fewer 2

PRICING:Declined to provide pricing.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 16

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

PIPKINS

Vantage Point

Pipkins’ Vantage Point providesenterprise-wide, multi-site call centerworkforce management capabilities. 1s

COMPANYWEBSITE:www.pipkins.comFOUNDED: Early 1980sSUMMARY:Vantage Point provides sched-uling, forecasting, planning and report-ing functionality for call centers of anysize. The system provides a customiz-able interface that remembers repeti-tive tasks and adapts to the user’sunique needs. Vantage Point’s client-server architecture allows the system tointegrate well into any corporate envi-ronment. The system features includeskills-based scheduling, real-timeadherence monitoring, workload distri-bution and automation, email integra-tion and call center agent productivityand statistics reporting. Pipkins’ Work-forceScheduling.com offers the samefunctionality as Vantage Point in a sub-scription-based, hosted model.

PRICING:Declined to provide pricing.

QUINTIQ

The QuintiqWorkforceOptimization Planner

The Quintiq Workforce OptimizationPlanner is a real-time personnelplanning system that is designedto match operational requirementswith available resources. 1s

COMPANYWEBSITE:www.quintiq.comFOUNDED: 1997SUMMARY:The Quintiq Workforce Opti-mization Planner is made up of threecomponents, each supporting a differ-ent planning level. The Strategic Work-force Planner offers long-term planningcapabilities such as strategic decisionsupport, skill matching and long-termhiring support. The Quintiq Shift andRoster Planner provides mid-term plan-ning support and helps organizationsmatch available resources withdemand. Users can plan shift schedulesand generate rosters and determineoptimal utilization rates. The QuintiqScheduler, Dispatch and Event Manageroffers short-term and real-time sched-uling capabilities such as real-timealerting and event handling and skills-based scheduling. The Quintiq systemis also available on-demand. 2

PRICING:Pricing for the suite starts at$200,000.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 17

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

UCN, INC.

inContactWFM

inContact WFM helps users manageworkforce scheduling, forecast demandand staffing in the call center. s

COMPANYWEBSITE:www.ucn.netFOUNDED: 1997SUMMARY: inContact WFM providesscheduling, forecasting, adherence andstaffing functionality for the call center.The system’s simulation module letsusers predict employee occupancy,service levels, abandon rates and queuetimes. Employees can report in sick orlate, set up availability and preferredschedules, and request time off usingtheWeb and phone interfaces; inCon-tact WFM integrates with inContact’sHosted ACD and includes an integratedmyAgent interface that lets agentsaccess workforce scheduling informa-tion. The system also includes a manag-er interface.

PRICING:Declined to provide pricing.

VERINT

Impact 360Workforce Optimization

Impact 360Workforce Optimization,which includes workforce managementtools, is an analytics-driven product thatis designed to give users visibility intoprocesses, performance and customerintelligence across the enterprise. 1s

COMPANYWEBSITE:www.verint.comFOUNDED: 1994SUMMARY: Impact 360’s workforce man-agement capabilities include forecast-ing, scheduling, planning, adherenceand call center agent self-service fea-tures. Impact 360 is available as onecompact product or in packages thattarget different aspects of call centeroperations. Impact 360WorkforceOptimization gathers information oncustomer interactions, customer serv-ice processes and workforce perform-ance to help call centers make businessprocess and staffing decisions. The sys-tem includes workforce management,quality monitoring, recording, speechand data analytics, performance man-agement, eLearning, customer surveys,and application analysis. Additionaloptions can be added as necessary. Thesystem is also available on-demand.

PRICING:For a 250-seat, single-site,premise-based Impact 360WorkforceManagement solution, pricing starts at$195,000; this figure includes softwarelicense, first year maintenance andimplementation services.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 18

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

VPI

Activ! PlannerWorkforceManagement

Impact 360Workforce Optimization,which includes workforce managementtools, is an analytics-driven product thatis designed to give users visibility intoprocesses, performance and customerintelligence across the enterprise. 1s

COMPANYWEBSITE:www.vpi-corp.comFOUNDED: 1994SUMMARY:The Activ! Planner WorkforceManagement product, powered by Pip-kins, helps organizations balance workvolume and call center resources toachieve their desired service level. Thesystem’sWeb access module allowscall center agents to manage theirschedules, submit vacation requestsand view a rundown of their vacationtime requested, used and remaining.Activ! Planner includes advanced fore-casting tools, skills-based scheduling,real-time adherence monitoring andemail integration. VPI also offers Work-forceScheduling.com, a hosted, sub-scription-based workforce managementproduct.

PRICING:The hosted system is priced at$25.00 per agent per month. The baseprice for the premise-based system forreal-time management—sized for 100agents and including vacation schedul-ing—starts at $80,500.

THE WORKFORCE MANAGEMENTSOFTWARE GROUP (WFMSG)

Community

WFMSG’s Community providesenterprise-wide forecasting, sched-uling and reporting capabilities.s

COMPANYWEBSITE:www.wfmsg.com/FOUNDED: 2005SUMMARY:WFMSG’s Community isdesigned for single or multi-site, multi-channel call centers. The system deliv-ers a forecasting toolkit that allowsusers to mix and match componentsand develop a forecast based on theirneeds and preferences. Community’sscheduling capabilities allow users togenerate optimized schedules or man-age current schedules. The system’sreal-time intra-day management toolsprovide automatic re-forecasting as theday goes on. Community also monitorsand reports on call center agents’adherence in real-time, displaying pho-tographs of non-adhering agents. Thesystem is completely browser-based.

PRICING:A 25-agent license can beacquired for on-premise for as little as$9,950 plus deployment and integra-tion charges. A 100-agent on-premiselicense may be secured for $39,000plus deployment and integrationcharges.

WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 19

INTRO

CHOOSINGTHE RIGHT

WORKFORCEMANAGEMENT

SOFTWAREFOR YOUR

CALL CENTER

INDEX

ASPECTSOFTWARE

CALABRIO

CISCO SYSTEMS

ENVISION

GMTCORPORATION

INVISIONSOFTWARE

ISC

KRONOS INC.

MONETSOFTWARE

NICE

PIPKINS INC.

QUINTIQ

UCN INC.

VERINT SYSTEMS

VPI

WFMSG

WORKFORCESOFTWARE

ABOUTSEARCHCRM.COM

METHODOLOGY

WORKFORCE SOFTWARE

EmpCenterWorkforceManagement Suite

The EmpCenter WorkforceManagement Suite automatescommon and complex interactionsbetween employees and employers.1s

COMPANYWEBSITE:www.workforcesoftware.comFOUNDED: 1999SUMMARY:EmpCenter Workforce Man-agement Suite is composed of severalmodules: Time and Attendance, Multi-ple Assignments, Accruals & AbsenceManager, Activity Based Costing,Attendance Point Tracker & Alert Man-ager and Advanced Scheduling. Emp-Center collects and manages time andattendance information, stores accruedtime balances, distributes hours workedamong jobs, customers or departments,and provides managers with a dash-board for approving all requests. Thesystem is built on aWeb-based plat-form that integrates with major ERPsystems and payroll applications, and itcan be accessed from anyWeb browser.EmpCenter Online is a fully hosted ver-sion of the EmpCenter Workforce Man-agement Suite.

PRICING:Declined to provide pricing.

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WORKFORCE MANAGEMENT SOFTWARE SEARCHCRM.COM PRODUCT DIRECTORY 20

Guide methodology: TTechTarget has not evaluated the products listed &/or described in this Directory and does not assume any liabilityarising out of the purchase or use of any product described herein, neither does it convey any license or rights in or to any of the evaluatedor listed products. TechTarget has prepared this Directory from sources deemed reliable (including vendors, research reports and certainpublicly available information). TechTarget has used good faith efforts to indicate when content has been provided by a vendor and, insome cases, has removed what it has deemed to be overt marketing language.

TechTarget is not responsible for any errors or omissions contained in this Directory or for interpretations thereof, and expressly dis-claims all warranties as to the accuracy, completeness or adequacy of all content contained herein. This disclaimer of warranty is in lieu ofall warranties whether expressed, implied or statutory, including implied warranties of merchantability or fitness for a particular purpose.Information in this Directory is current as of Q2 2008 with some updates in Q1 2009. For more recent information, please check the ven-dor’s websites. The opinions expressed herein are subject to change without notice.

© 2009 TechTarget, Inc. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written per-mission is forbidden. TechTarget and the TechTarget logo are registered trademarks of TechTarget, Inc.; all other trademarks are the prop-erty of their respective companies.

To compile this guide, our editorial team initially consulted research reports by major analyst firms covering the workforce manage-ment market and contacted vendors about products reviewed by those firms. Editors also conducted additional Internet research andsolicited feedback from our expert contacts. A notice about the project was posted on SearchCRM.com and listed regularly in our emailnewsletters.

Vendors were invited to submit listings via a form on the website. For vendors that did not submit listings, our editorial team compiledlistings by excerpting information from the vendor’s website. All entries, whether they were vendor-submitted or compiled by our team,were edited for length and clarity and to remove overt marketing language. In order to best assist our readers in assessing products, oureditorial team attempted to obtain basic pricing information for all products in this directory -- requesting information from vendors mul-tiple times via email. Vendors that did not respond, or refused to provide any pricing information, have this statement on their listings:“Declined or failed to provide pricing.” Vendors that provided only some information, but no dollar figures, have their submitted informa-tion reflected here, along with this statement: “Declined to provide additional pricing details.”

Collection of data for this directory took place during the second calendar quarter of 2008, with some updates in Q1 2009. As withany directory of this kind, products and vendors may change substantially at any time. Though every effort was made to make this direc-tory as complete and accurate as possible, there may be changes, errors, omissions or vendors in this market not included in this guide.Nothing in this guide should be construed as endorsements, professional suggestions or advice. This directory should be used simply as aresource. We strongly urge you to supplement this with your own research and to contact vendors for the most up to date informationabout their companies or products. It is our intent to update this directory annually, but that is subject to change.

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