Building The Case For Best-Of-Breed Workforce Management Vendors

By Pipkins, Inc.

Many arguments have been made regarding the decision to purchase software from best of breed versus end to end vendors. There are valid points on each side of the discussion. Many best of breed companies have been absorbed by larger entities who promise a tightly integrated and seamless solution for all of your software needs. The packaging is attractive and the promises are compelling; however, the drawbacks may be invisible until after the installation is complete. Understanding what your company really needs now, and aligning your purchasing decision with long-term goals, is critical when choosing a software vendor.

According to the PELORUS 2009 Workforce Management Report, workforce management solutions have come a long way since the early iterations which were hard to use and error-prone, particularly with respect to forecasting. Most top vendors have complete product offerings and their models have improved to account for multiple skill sets, locations, time zones, and channels. Schedules can now be built to 30-minute increments, or even 5 minutes, in some cases. Forecasting engines are now more sophisticated and use simulations that take into account a myriad of factors, including known events such as new product releases and special events. Agents are able to manage their own schedules within defined business rules. Reporting is more flexible and pre-built integrations have shortened the implementation cycle from months to weeks. Most importantly, most applications are much easier to use and administer. Many vendors provide Web-based interfaces that allow agents to report last-minute absences, as well as work from home.