CommunityWFM Unveils Advanced AI Driven Forecasting

CommunityWFM, one of the premier contact center workforce management software solutions in the industry, announced the debut of their new AI driven automated forecasting solution.

Moden forecasting capabilities have been a cornerstone of the CommunityWFM offering for many years. With the ability to generate multiple variations through the click of a button and select the optimal choice in real time, forecasting in both the Enterprise and Essentials multitenancy versions of CommunityWFM creates tangible value for contact centers.

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AI and machine learning are leveraged to automatically retrain the models and make predictions, then automatically generate staffing requirements

The latest release of these extensive capabilities utilizes AI to optimize the forecasting process even further, minimizing work and saving contact centers both time and resources. Also known as AI automated forecasting, this solution views historical data quickly and under an analytics lens to create recurring and optimized forecasts with minimal human involvement.

With the first iteration based around call volume and average handle time forecasting, this solution involves only a singular set up experience for the end user. Once the initial configuration has been established, AI and machine learning are leveraged to automatically retrain the models and make predictions, then automatically generate staffing requirements and publish the results.

With this technology, an end user of the CommunityWFM product could build a recurring forecast built to their desired parameters that will auto generate every other Friday. The end user only needs to complete the initial set up process and the forecast will be created automatically on their behalf moving forward. The date range can vary in many ways to meet the ever-changing demands of a contact center.

“We have moved the industry forward with our modern automation solutions in the past and are excited to stay at the forefront with this exciting new use case of AI,” said Daryl Gonos, CEO of CommunityWFM. “This is just one of many significant AI-based product upgrades we have on the horizon, and we look forward to debuting additional solutions to improve the lives of our customers in the future.”

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The AI driven automated forecasting technology will also continue to improve as many associated add-on adjustments will become available to CommunityWFM customers in the future. Please contact us to learn more about our new AI forecasting capabilities and additional AI-related functionality.