Average Ratings 0 Ratings
Average Ratings 0 Ratings
Description
Shiftsmart is a platform designed for workforce management that helps businesses efficiently source, schedule, deploy, manage, pay, and evaluate their employees. By linking skilled laborers with organizations that require adaptive staffing solutions, it promotes instantaneous coordination and effective communication. The advanced technology of Shiftsmart enables the swift fulfillment of shifts with qualified and trained personnel, while also allowing for the development of flexible schedules that cater to both organizational demands and employee preferences. The platform provides comprehensive tools for recruiting workers based on in-depth profiles, scaling onboarding processes, automating scheduling, managing performance in real-time, and facilitating scalable communication through in-app notifications and SMS messaging. Organizations, such as the Small Business Administration, have leveraged Shiftsmart to quickly set up contact centers and fulfill extensive staffing requirements, showcasing its versatility and efficiency. With its user-friendly features, Shiftsmart not only simplifies workforce management but also enhances the overall experience for both employers and employees.
Description
Zoom Workforce Engagement Management (WEM) merges Zoom's Workforce Management with Quality Management tools specifically designed for contact center operations. The Workforce Management component is responsible for predicting contact volumes across various channels, including voice, video, messaging, and email, while assisting planners in creating and modifying agent schedules, tracking adherence, and overseeing daily staffing needs. Agents are empowered to access their schedules and make requests for time off or shift changes, while supervisors have the capability to monitor staffing levels and scheduling activities. In addition, Quality Management leverages AI-driven evaluations and scorecards to analyze customer interactions, utilizing speech and text analytics to uncover coaching opportunities and identify prevalent service trends. This comprehensive, cloud-based suite serves the needs of customer experience professionals and contact center leaders, as well as workforce planners, quality managers, supervisors, and agents who collaborate on staffing, interaction assessments, and coaching initiatives. Furthermore, Zoom WEM seamlessly integrates with Zoom Contact Center and is available as part of the Zoom Contact Center Elite plan, enhancing the overall efficiency and effectiveness of contact center operations.
API Access
Has API
No
API Access
Has API
Yes
Integrations
ServiceNow
No
Workday HCM
No
Zendesk
No
Zoom Contact Center
No
Integrations
ServiceNow
Yes
Workday HCM
Yes
Zendesk
Yes
Zoom Contact Center
Yes
Pricing Details
Free
Free Trial
No
Free Version
Yes
Pricing Details
$149/user/month
Workforce Engagement Management is included in Zoom Contact Center Elite, priced at $149 per user per month with annual billing or $179 per user per month with monthly billing.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
Yes
iPad App
Yes
Android App
Yes
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
Yes
Mac
Yes
Linux
Yes
Chromebook
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
Yes
In Person
No
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Vendor Details
Company Name
Shiftsmart
Country
United States
Website
shiftsmart.com
Vendor Details
Company Name
Zoom Communications
Founded
2011
Country
United States
Website
www.zoom.com/en/products/workforce-engagement-management/
Product Features
Product Features
Workforce Optimization (WFO)
Interaction Analytics
No
Liability Recording
No
Performance Management
No
Quality Management
No
Real-time Guidance
No
Reporting
No
Speech Analytics
No
Surveying
No
Workforce Management
No
eLearning
No
Alternatives
Alternatives
No Alternatives