Magazine article CRM Magazine

WFO Solutions Must Be Rebuilt from the Ground Up: A Truly Multitenant Architecture-Supporting Cloud, On-Premises, and Hybrid Solutions-Is Becoming a Necessity

Magazine article CRM Magazine

WFO Solutions Must Be Rebuilt from the Ground Up: A Truly Multitenant Architecture-Supporting Cloud, On-Premises, and Hybrid Solutions-Is Becoming a Necessity

Article excerpt

WORKFORCE OPTIMIZATION suites continue to evolve to keep pace with the needs of the market, and today that means innovations intended to align WFO suites with the ongoing digital transformation occurring in enterprises of all sizes. What vendors are discovering is this: Architecture matters.

Most WFO suites on the market have been cobbled together through acquisitions and partnerships, and vendors have not made the changes necessary to have a single and standard administration environment or to enable the flow of data between modules. It's time for vendors to undertake a total rewrite of what are now 20- to 30-year-old architectures. This is a necessity in the era of agile development and especially for vendors that want to deliver a truly multitenant architecture to support public, private, and hybrid cloud deployment options.

FLEXIBLE DEPLOYMENT MODELS ARE A MUST

Most WFO solutions are now available in the cloud, although buyers should be aware that the path to the cloud varies among providers. For their part, WFO vendors should offer solutions for both public and private clouds as well as on premises. Companies might want to have a private cloud with just their own solutions, or realize the cost benefits from using a public cloud model.

In any case, WFO vendors need to rebuild their architecture from the ground up to take advantage of recent technological innovations for databases and integrations and make use of the many performance and reliability tools available from public cloud vendors such as Amazon Web Services (AWS) and Microsoft Azure. An even bigger challenge is the need to support different deployment models for the various modules in their WFO suites and allow customers to transition easily from one approach to another.

BUILDING ENTERPRISE WFO SUITES

For most of the past 30-plus years, WFO applications were intended for contact centers. Staff optimization is no longer an issue limited to contact centers; it's a primary goal for most enterprises. Enterprises are looking for systems and best practices to help them improve the performance of all of their units, including their branches and back-office departments. They need solutions built to address the diverse needs of these departments, not retrofitted contact center modules. …

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