Workforce Management/Scheduling Software

[tcrass]

I've been fighting with this issue so far for 2 months without a good resolution so I figure who better to ask than people in the industry.

The Issue: Current scheduling and any staffing calculations and forecasting are handled 100% "manually". This is most of what my time has been devoted to while employed here. This is also something that I've been charged with looking into fixing. I've been searching for a good workforce management system which doesn't cost a fortune that will still meet our needs.

What's Been Done So Far: I've explored such systems as IEX, GMT, Blue Pumpkin, Pipkins and a number of smaller outfits. The larger companies (also the more expensive) would be a perfect fit since they of course implement everything you could need. Internally designing one is an option as well but this will take some time, needs to be done in JSP or ASP and we don't have a good starting point to begin such a development project.

What's Needed:

1) I'm looking for 'any' suggestions anyone might have as to what software "might" work for the following general features, automated scheduling entry, call volume integration (even by copy-paste if needs), easy of entry and data manipulation (shift changes, PTO, days off, sick days, manager overrides, etc), rule-set based exceptions (not more than 5 people off on a given day, etc.), graphical schedule representation (like a gantt chart), web interface (optional), skill set scheduling (optional), automated request time off system (optional) and by far the largest need....cost efficiency....$20,000 systems are out of the question.

2) Secondly, maybe I'm dreaming with the last one so here's the other option, developing what we need internally. I'm looking for if anyone knows of a good basic Shareware, Freeware or low-cost scheduling system which would be used as a base for the addition of needed features.


"ANY" thoughts on this are most welcomed. Thank you!

[Kepe]

Dirt cheep and not good enough i think:

Have you tried download.com search for workforce...
Employee Schedule Partner 2000 (www.espSoftware.com
) is free to try at download.com, cost $200 if you like it. looks like it can do most of the things you ask but don't expect it to forcast or help you with how many agents you actually need during the 30 minute segments of the day... For that you still would need erlang but calculators on the web is free.


Likely what you can accept and meet your budget:

http://www.portagecommunications.com - low-end system with the features you need, compelling pricing on the web at least.



Still if you like to staff based on data from your ACD supporting all options buying the hi-end systems is absolutly the way to go. Save one or several agent and the ROI is in the bag!

How many agents do you have?

[centerguy]

We've been using Pipkins for the past 6 months and have been very disappointed, the level of effort required to produce a schedule in a changing environment is greater than that required to do so manually. I'd be interested in hearing other's opinions.

[Kupa]

Currently using IEX - great for forecasting but if you wish to have team based rostering etc it can then be very manual.

[Tapan]

what excatly are you looking for? A WFM software with forecasting and scheduling in it?