U-Source Workforce Management (U-WFM)
Brief
In August 2011 we completed the development phase of a system for U-Source. U-Source focus upon workforce management within the contact centre industry.
U-Source identified a need in the market for an affordable web based scheduling and forecasting system for contact centres. U-Source intends to offer this software as a service globally and therefore requires a system which is simple to set up, easy to use and adoptable by all.
Solution
Inflecto Systems built a Bespoke Web Based System which includes many features which pushed the boundaries of web based development. The system currently includes:
- multi-tenanted system;
- simple forecasting using complex mathematics behind the scenes;
- utilising artificial intelligence, more specifically, genetic algorithms to solve the complex scheduling problems;
- a powerful JavaScript rich web interface for viewing schedules;
- full holiday management, including the use of calendars to easily organise holidays;
- an agent portal, client portal and an administrator portal;
- import and export, to and from Excel;
- billing including invoice creation and management;
- as this is to be deployed globally this system works with all time zones.
The system is a Hybrid cloud solution with the ability to scale out to the cloud allowing mixed provisioning of Inflecto managed servers and cloud based servers as needed allowing us to keep the hosting costs low but offer infinite scalability.
It was developed as a web based .NET application and is hosted in our data centre.
Outcome
The system is intuitive and easy to use, including for people with little or no previous experience of workforce management systems. It is currently going through its final testing phase.
Inflecto Systems is looking forward to the launch of this system.