Symon Announces Community v2.8 As Advanced Scheduling, Forecasting Solution

Customer Inter@ction Solutions, Mar 2005

Workforce & Employee Management

Symon Communications, Inc., a provider of contact center and enterprise performance, workforce management, productivity and management solutions, has announced Symon Community 2.8. This, the newest version of the company's browser-based workforce management tool, is intended to deliver an affordable and easy-to-use advanced workforce management solution for sophisticated contact centers.

Community's new product improvements were added to provide companies with a more affordable, powerful, Web-based workforce management tool, enhancing productivity by controlling and optimizing operational expenses.

Advanced features in Community Release 2.8 include Composite Scheduling, which allows users to group multiple schedule types together for assignments to agents or groups as steps in a rotation. This enables a single schedule assignment to represent multiple schedule templates, addressing variable business operations and work patterns for different days of the week.

Community users, particularly those with hyper-threaded servers, can see an overall performance increase with enhanced High Performance Forecasting (HPF). The major benefit of the improved HPF feature is the time required to create and optimize agent requirement forecasts. Administrative tasks are simplified with new Forecast Job Manifest, Forecast Status Monitor and Community's AutoApprove Service for automatic system evaluation of time-off requests.

Community Release 2.8 also includes new reports that expand on the existing integrated Adherence, Schedule Analysis and lntraday Performance Reports, providing the contact center with a broader view of its management and operational performance.

www.symon.com