[tamiT]

Our enterprise is unique in the fact we have various types of
business units that all reside under the same newtwork and switch each using various features. We are Pension, Mortgage, Banking, Health Insurance. As you can imagine each business unit does not look like the other and business needs, expectations, goals and service levels are all so very different.

We have over 800 ACD agents with over 100 skills at the 'home'
location. We do have 'vitual' contact centers thru the US.

Is there others who have a similar enterprise as ours?
Does one WFM vendor meet the needs better than another in this type of environment?
We do have a business unit with 150 ACD agents and 25 different skills. If your enterprise is similar to this? What WFM tool do you use? We need to segment each business unit out and have it's WFM design different than another business unit in our enterprise.
Our experience with other tools we have implemented, such as call recording, BSR, Dynamic Advocate, etc is so very different for each business unit. Each uses these features to varying levels.

We are considering a centralized support area that is very familiar with the different business units and who would be accountable for the WFM tool and assisting the various business
units in achieving goals of WFM. This team would be in close contact with the vendor in consulting and learning the WFM tool so they can best utilize it within the business units.