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Workforce management (WFM) software

Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

workforce optimization (WFO) software

Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

5 benefits of enterprise search
With a proper enterprise search strategy in place, organizations can improve their employees' efficiency and ensure customers ...
OpenText expands GenAI for enterprise content, IoT
OpenText finds a novel use for generative AI: combing through, sorting and summarizing massive amounts of IoT data. It also ...
Traditional CMS vs. headless CMS: What's the difference?
Traditional CMSes let users design websites, yet they lack the flexibility of headless systems. Differences between these tools ...

AI, toll fraud and messaging top the list of UC security concerns
AI might get all the attention, but IT leaders are also concerned about some other key security vulnerabilities within their ...
3 ways to take advantage of collaboration behavior data
Organizations can use collaboration behavior data to track meeting attentiveness, establish better meeting habits and personalize...
Everything Enterprise Connect 2024: News, trends and insights
Check out our news and analysis from Enterprise Connect, one of the largest enterprise communications and collaboration ...

Open source vs. proprietary database management
Open source and commercial databases are alternative options to help streamline data management processes. Examine the pros and ...
7 steps to create a data loss prevention policy
Data loss prevention is an ever-changing process of proactive and reactive protection and planning. Read on to learn how to set ...
Collibra launches AI Governance, unveils GenAI capabilities
The vendor's AI Governance suite enables users to ensure the quality and security of AI models while new GenAI features let them ...

How to measure the ROI of enterprise AI initiatives
Interest in AI tools and systems has skyrocketed across industries. To ensure their endeavors are worthwhile, businesses are ...
AWS boosts Amazon Bedrock GenAI platform, upgrades Titan LLM
The cloud giant buttressed its GenAI platform with features to import, select and build safety guardrails for third-party LLMs ...
Beyond AI doomerism: Navigating hype vs. reality in AI risk
As AI becomes increasingly widespread, viewpoints featuring both sensationalism and real concern are shaping discussions about ...

Certinia adds AI capabilities to PSA cloud suite
The PSA vendor adds AI functionality to its professional services cloud applications that are designed to help services firms ...
5 use cases for edge computing in manufacturing
Edge computing's capabilities can help improve various aspects of manufacturing operations and save companies time and money. ...
Industrial 3D printing matures but faces steep climb ahead
Industrial 3D printing vendors are bolstering their products just as use cases and factors such as supply chain disruptions show ...