Best WFM Tool in UK Market

Topic Views - 265

Senior Projects Manager

SAGA

Best WFM Tool in UK Market
I am currently looking at the WFM tools available for a 1000 agent multi-site configuration and would appreciate any information/thoughts about the varying products, e.g. Open-Wave, Blue Pumpkin, QMax, Genesys etc.

Preferably comparisons of these products highlighting strengths and weaknesses would be most welcome.

Cheers
Mark


WFM & Business Telephony Manager

Healthcare Insurance

WFM in th UK
In my humble opinion the best is IEX (Totalview).

See this thread.

WFM thread

or here

Senior Projects Manager

SAGA

TotalView
Hi Dave,

Thats quite interesting reading. When we initially looked at the market place we viewed approx 6 or 7 solutions, TotalView was one, but it didn't score too highly with us. We had concerns about the technology it was based on (product dating from late 80's), configuration being manually intensive, fairness of tis rostering and its reporting facilities were not as strong as some of the others. Certainly we felt this was enough to distinguish it from some of the other products we viewed.

Which other systems have you worked with and what do you see as the failings of the other systems?

Cheers
Mark

WFM & Business Telephony Manager

Healthcare Insurance

IEX


I've looked at QMax, Teliopti and Aspect as well.

the new version of IEX does the shift bidding system with
allowances for set shifts as well.

I think the new version (can't remember the version number)
was a massive improvement on what was already a good produce.

Aspect is great for Multi Skill, Multi Site, Multi line operations
such as an outsourcer but over engineered for a one or two site
operation. Not to knock it it's my second favourite buta bit
too big for what we'd use it for.

As with anything Totalview has evolved. Let's face it you can buy a
VW Beetle new now but can't say it's based on 1930's technology :-)

HTH

DaveA


Reporting Analyst

Healthcare Insurance

IEX
Agree with Dave on this one.

I used Q-Max for 2.5 years at the Edinburgh office and it was appaling to use. It was not properly windows compatible and did not function over several sites so must of the data had to be manually input until we developed the code to run Meridian data through Excel and into a format that Q-Max could cope with. Its functionality, however, was vastly superior to its accuracy which was consistently below 95% (now get better accuracy using an Excel-built model).
At last years CC Expo I received a full demonstration of Totalview and it was ver impressive. It was able to easily perform every function I could want and it was exceedingly user friendly. I was far more impresse with it than I was with Blue Pumpkin
Can't really comment on other products having not looked into them in the same detail but advice on this one would be to listen to the penguin!

Resource Planning & MIS Analyst

Tui Travel - Specialist Sector

Q-Max...
Not sure how long ago you used Q-Max Iain, but I have to say having been stuck with it for 5 years, I know where you are coming from.

The V6 of Q-Max is much more stable than ever and the ability to work across multiple sites is fully functional, always has been as far as I can remember (we cover 4 sites with Q-Max) although we do not mix the call groups between sites we are able to control the Q-Max functions at each centre.

Agreed accuracy is something that could be improved drastically if it is to remain competitive in the market place. I never had any problems getting data from the Meridian though (since 1997) my trusty data buffer saw to that.

Admittedly I did go through a patch of phoning them up and telling them where their bugs were, but they have improved a lot since then.

Reporting Analyst

Healthcare Insurance

More on Q-max
I was using Q-max between sept 2000 and March 2003
We had a buffer but it only downloaded info from one site (containing the main call centre). The other 8 sites all had to be run on a schedule from Meridian as a datastream and then into Excel for some manipulation before saving as a csv file to import into Q-Max. To get useful reports we then had to do the reverse, exporting into Excel to produce a report that the managers could work with. Not sure which version we had but it has put me off Q-Max for life.

Telephony Consultant

NUI

Teleopti
Can I have any opinions on Teleopti. Experiences of use also helpful.

WFM & Business Telephony Manager

Healthcare Insurance

Teliopti
Nice bit of kit,

Probably my second choice after IEX.

Olli their sales rep looks like Dolph Lundgren though!

HTH

DaveA


Headcount Planning Analyst

PayPal

Best WFM Tool in UK Market

Being somewhat obtuse here but I'd say the best WFM Tool in the UK market is any well-trained and well supported resource planner / manager.

Basically all of the tools forecast, schedule and report with a few other bells and whistles (e.g. the Service Optimiser in Q-Max and the agent adherence module in Totalview). The greater business benefit is derived from the time devoted to training the team on the principles of resource management and using whatever system employed to deliver those benefits to the business.

Of the systems mentioned we employ both Q-Max and Totalview and their relative strengths and weaknesses are cancelled out by the expertise of the resource and IT teams around them.

For you, I'd pick whichever one your team likes the best and is compatible with your environment.

Eamon

Reporting Analyst

Healthcare Insurance

Good Advice
Good point Eamon and well made. The WFM software is meaningless unless the people using it can understand what it is doing and why. It certainly can not replace a well trained and on-the-ball resource analyst/manager.

Resourcing Call centre

South West Trains

WFM
In my experience QMax comes out top of the range for WFM. I use it pretty constantly using the Long Range Forecaster for short,medium and long term forecasting.

Since 1998 I've managed the resourcing side of a train company service centre so you can imagine what happens when there's an incident out on the track, calls treble in a matter of minutes! On these occasions the Intraday monitor and the inbuilt optimiser are even more invaluable than usual. Also using historical data from the deviation reports and the Agent Skill Scheduler I've been able to design suitable shifts for those rare occasions when the Met Office get their forecasts right so I can be sure that the centre is staffed as robustly and efficiently as possible.

MI Capability Manager

Vertex DataScience Ltd

WFM
Calling Dave Appleby.......IEX promo required.

Resource Planning & MIS Analyst

Tui Travel - Specialist Sector

Q-Max Flaw
The main problem with Q-Max is that the support is a little rough around the edges, they adopted the approach with one of my centres that we should change the way we worked to fit in with Q-Max, which just isn't the case, it should be able to fit in with your working environment without affecting your current processes. This strikes me as the lazy way out.

With Iain's problem there is a classic example, where it appears that Q-Max didn't spec the set-up properly, each Meridian should have had a data buffer connecting into the system, which would then centralise the data, it is unsurprising that once the sale was completed the after sales support was lacking.

With my last to companies I have had the same account manager with Q-Max and have only seen him twice in the office, spoken on the phone several times and that is about it.

WFM & Business Telephony Manager

Healthcare Insurance

WFM

>Calling Dave Appleby.......IEX promo required.

*Blush*

"Thank you, that you all...

I'd like to thank everyone who helped me get here today. My (blah blah blah...)"

At the risk of repeating myself


https://www.callcentrehelper.com/forum/recommended-workforce-management-software-3342.htm




I've since had a phone call from their PR company asking if there's anything thay can do to sort
out the problems or the issues I had at the show.

Very nice of them but 18 months late.

I think in this day and age there are beter products out there. I'll quite happily
admit I'm an IEX advocate and would (given the budget) buy it. There are other good
products out there as well. My second choice would be Teleopti.

I still think the low volume algorithm on Q-Max consistently over forecasts and the actual
flow accuracy I feel is in doubt.

As I've said before, (and I'm proud), that with handwritten software that started out as an
Excel calculator I've a forecasting model that is consistently within 5% and has now
evolved to a level where I'm writing an add-on module that will do real time re-forecasts
and adherence.

However I will say "If it ain't broke don't try to fix it." If Q-Max works for
you then there's no reason to change. It just doesn't for me.

Just a note the above are my opinions only and I'm not worth Suing as I'm skint
anyway.

Hope this helps a bit and opens up the debate

DaveA



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