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ease
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Average Ratings 0 Ratings

Total
ease
features
design
support

No User Reviews. Be the first to provide a review:

Write a Review

Description

AgencyWeb® IWM is a cloud-based software solution designed to enhance the management of public safety personnel. It offers an Enterprise version featuring a comprehensive suite of tools, as well as an Enterprise Lite option that allows for incremental application integration. With its advanced infrastructure, AgencyWeb IWM elevates efficiency in public safety workforce management to unprecedented levels. The platform centralizes workforce operations, enabling the tracking of employee activities and providing detailed financial reports on service costs. It automates intricate scheduling requirements around the clock throughout the year, while meticulously monitoring the details of workforce efforts, including their location and associated costs. This system ensures that qualified staff are assigned accurately and compensated appropriately, effectively managing overtime expenses while maintaining necessary staffing levels. Additionally, it eliminates payroll inaccuracies stemming from manual processes, centralizes management of training and certifications, and facilitates the tracking of asset allocations and returns. Furthermore, AgencyWeb IWM promotes seamless data sharing with other systems, enhancing overall operational efficiency.

Description

Zendesk Workforce Management (WFM) is a comprehensive AI-driven platform that helps customer support teams improve efficiency through precise forecasting, automated scheduling, and real-time performance monitoring. By analyzing historical interaction data, Zendesk predicts staffing requirements to minimize overstaffing and understaffing, thereby reducing costs and wait times. The software offers automatic agent scheduling and detailed activity tracking, enabling managers to customize shifts and workflows with ease. Agents gain clarity and control by viewing upcoming tasks and accessing insights about their work, which fosters engagement and loyalty. Zendesk WFM has helped clients like Sendle, Wyze, and Tembici achieve up to a 450% increase in first reply times and a 30% reduction in operational costs. The platform integrates smoothly with Zendesk’s broader suite of customer service tools, providing a unified experience. Resources such as webinars, guides, and demo videos support user onboarding and adoption. Zendesk WFM is suitable for businesses looking to scale customer support while maintaining quality and efficiency.

API Access

Has API No 

API Access

Has API No 

Screenshots View All

Screenshots View All

Integrations

Zendesk No 

Integrations

Zendesk Yes 

Pricing Details

No price information available.
Free Trial No 
Free Version No 

Pricing Details

$5.00/month/user
Free Trial Yes 
Free Version No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Customer Support

Business Hours Yes 
Live Rep (24/7) Yes 
Online Support Yes 

Customer Support

Business Hours No 
Live Rep (24/7) Yes 
Online Support No 

Types of Training

Training Docs No 
Webinars No 
Live Training (Online) No 
In Person No 

Types of Training

Training Docs Yes 
Webinars Yes 
Live Training (Online) Yes 
In Person Yes 

Vendor Details

Company Name

Orion Communications

Founded

1998

Country

United States

Website

www.orioncom.com/agencyweb-iwm-download-brochure

Vendor Details

Company Name

Zendesk

Founded

2007

Country

United States

Website

www.zendesk.com/service/workforce-management/

Product Features

Government

Budgeting & Forecasting No 
Code Enforcement No 
Compliance Management Yes 
Fixed Asset Management Yes 
Inventory Management Yes 
License Issuance No 
Permit Issuance No 
Purchasing & Receiving No 
Self Service Portal No 
Taxation & Assessment No 
Utility Billing No 
Work Order Management No 

Law Enforcement

Case Management No 
Certification Management Yes 
Court Management Yes 
Court Management Integration Yes 
Crime Scene Management No 
Criminal Database No 
Dispatching Yes 
Evidence Management Yes 
Field Reporting No 
Incident Mapping Yes 
Internal Affairs Administration No 
Investigation Management No 
Scheduling Yes 

Workforce Management

Budgeting & Forecasting No 
Contractor Management No 
Employee Lifecycle Management Yes 
Labor Projection No 
Performance Appraisal No 
Recruiting Management Yes 
Scheduling Yes 
Skills Tracking Yes 
Time & Attendance Yes 
Variable Workforce Yes 

Product Features

Workforce Management

Budgeting & Forecasting Yes 
Contractor Management Yes 
Employee Lifecycle Management Yes 
Labor Projection No 
Performance Appraisal Yes 
Recruiting Management No 
Scheduling Yes 
Skills Tracking No 
Time & Attendance Yes 
Variable Workforce No 

Alternatives

Alternatives

POSS Reviews

POSS

VCS HR