Members of the contact center solutions community have as a priority workload management and staffing optimization. This is particularly true for enterprise looking to be fast to market and adaptable in the market in leveraging agile applications development. In this regard, notice should be taken of the recent unveiling of the partnership between Shinetech Software Inc., a leading agile application development outsourcing provider, and Fourworkx, a cloud-based workforce management solutions provider, to help turn its data management system into a cross-functional, cloud-based program that could forecast workload and staffing needs for the customer service industry.
This is an interesting combination. It brings together Shinetech Software’s expertise in providing application development outsourcing, testing, systems integration and solution delivery services from its operations centers in China and Fourworkx’s web-based forecasting software for the customer service industry.
"Fourworkx had a vision for developing the perfect solution for its customers, and they turned to Shinetech for help," said John Vanderpool, Senior Vice President of Global Operations. "Our team worked closely with Fourworkx to create the product roadmap and deliver the solution. We've now worked together to release Version 1.2, and look forward to continuing to collaborate with our clients at Fourworkx."
"Thanks to Shinetech, we were able to turn our vision into a reality," said Taco Jansen, CEO of Fourworkx. "The solution has already made a tremendous impact on our business, and we look forward to continuing to release new versions and improving upon our solution in the future."
The new web-based forecasting software's highly sophisticated algorithms enable its users to generate forecasts with a high percentage of accuracy in minutes instead of hours. It optimizes workload forecasts by applying advanced statistical methods specifically for customer service organizations. The reason this is likely to be attractive, as can be seen in reading the full case study on this, is that it illustrates what the partners say is the ability of companies to save approximately $125,000 per year.