CommunityWFM, Zoom Partner to Offer Workforce Management for Zoom

CommunityWFM, a leader in providing unified, cloud-based workforce management (WFM) solutions for contact centers, announced its partnership with Zoom Video Communications Inc. to provide an integration within the Zoom Contact Center platform.

The integration is a high-value addition as WFM technology remains a mandatory offering for contact center as a service (CCaaS) providers to drive customer value by improving efficiency and the agent experience.

Zoom Contact Center launched this year to provide an omnichannel contact center solution that combines unified communications and contact center capabilities into one experience with the ease and simplicity of the Zoom platform. The integration with CommunityWFM elevates the solution’s capabilities by providing modern WFM features such as forecasting, scheduling, intraday management, adherence, time off management and agent portal technology.

Pairing the two products creates a comprehensive contact center solution built to save time while reducing costs.

With two CommunityWFM offerings, Enterprise and Essentials, all customers can use the integration. Both products align with the Zoom Contact Center vision to deliver a better customer experience by improving first-contact resolution and boosting overall satisfaction. CommunityWFM also provides its mobile app, Community Everywhere, to further strengthen and streamline internal communication for both agent and supervisor roles within the contact center.

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