call center agent using workforce management or intelligent automation

WFM Software vs. Intelligent Automation

The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing rapidly. To stay ahead of the curve, companies must adopt new tools and technologies to help them remain competitive. Workforce management (WFM) software and intelligent automation (IA) are two tools that can help companies improve their operations, yet they provide different benefits.

What is WFM Software?

Workforce management (WFM) software is a business application that helps schedule employee shifts, track time worked and absences, and manage payroll. WFM software aims to optimize the use of human resources in an organization to improve efficiency and reduce labor costs. 

Workforce Management in the Call Center

In the call center, WFM software uses call volume data to help managers staff their teams. By understanding historical call patterns, WFM software can help managers predict when calls are likely to spike and plan to staff accordingly. By answering calls promptly, customer satisfaction remains high.

Benefits of Workforce Management in the Call Center

There are many benefits of workforce management in the call center, including:

  • Improve efficiency and productivity
  • Reduce labor costs
  • Increase customer satisfaction
  • Enhance employee engagement
  • Improve compliance with labor regulations
  • Streamline communication between managers and employees
  • Reduce scheduling errors
  • Provide real-time visibility into the workforce
  • Help identify training and development needs
  • Generate detailed reports for analytics and decision-making purposes

What is Intelligent Automation?

Intelligent automation (IA) is the use of technology to automate tasks that previously required human intelligence to complete. IA can automate many business processes, including data entry, analysis, and decision-making. IA differs from traditional automation because it relies on artificial intelligence (AI) and machine learning algorithms to mimic human cognitive abilities.

Intelligent Automation in the Call Center

The call center is one of the most common places where intelligent automation adds value. IA can automate many call center tasks, including answering customer questions, routing calls to the appropriate agent, finding upsell opportunities, offering self-service options, generating call logs, and more.

Benefits of Intelligent Automation in the Call Center

There are many benefits of using intelligent automation in the call center, including:

  • Improving customer satisfaction
  • Reducing wait times
  • Increasing first call resolution rates
  • Improving agent productivity
  • Reducing human error
  • Generating real-time reports

What is the Difference Between Automation and Artificial Intelligence?

It is important to note that intelligent automation and artificial intelligence (AI) differ. Automation uses technology to automate tasks that previously required human labor. Conversely, AI is a type of automation that relies on artificial intelligence and machine learning algorithms to mimic human cognitive abilities.

What is the Difference Between WFM Software and Intelligent Automation?

The main difference between WFM software and IA is that WFM software automates manual tasks related to workforce management, while IA automates functions that require human intelligence. For example, a WFM system automatically generates employee shift schedules based on data such as the number of employees available, the skills needed for each task, and the historical demand for services. In contrast, IA automatically analyzes customer service call data to identify trends and improve call center operations.

Which is Right for Your Business?

There is no simple answer to this question. The best software for your business will depend on your specific needs and goals. If you need help managing your workforce, then WFM software may be the better choice. IA software may be better if you need to automate repetitive tasks. Ultimately, deciding which software to use should be based on carefully evaluating your business needs.

WFM Software and Intelligent Automation Services at Intradiem

If you are looking for a comprehensive workforce management solution or intelligent automation for your call center, Intradiem can help. We offer a wide range of services, including workforce planning, scheduling, real-time adherence, performance management, and analytics. We also provide various intelligent automation services, such as chatbots, data entry automation, and decision support. Contact us today to learn more about our services and how we can help your business.

About the author

Intradiem

Intradiem is the leader in real-time automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes. Real-time Frontline provides business leaders with tips, tricks and techniques to improve productivity and increase revenue within their customer service operations. Our industry experts share their knowledge based on their experiences and what they have observed in hundreds of customer service environments around the globe.

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