Communitywfm And Zoom Have Joined Forces To Provide Workforce Management To Zoom Contact Center Customers


Community WFM, a pioneer in unified, cloud-based workforce management (WFM) solutions for contact centers, announced a collaboration with Zoom Video Communications, Inc. to enable integration within the Zoom Contact Center platform. The integration is a high-value addition since WFM technology continues to be a required offering for contact center as a service (CCaaS) providers in order to increase customer value by enhancing both efficiency and agent experience.

Zoom Contact Center debuted this year with the goal of providing a full omnichannel contact center solution that blends unified communications and contact center capabilities into a single experience while retaining the convenience and simplicity of the Zoom platform.

The connection with CommunityWFM expands the solution’s capabilities by delivering current WFM features like as forecasting, scheduling, intraday management, adherence, time off management, and agent portal technologies in a smooth manner. When the two solutions are combined, they provide a full contact center solution that saves time while lowering expenses.

All users can use the connection with the two CommunityWFM services, Enterprise and Essentials. Both solutions support Zoom Contact Center’s aim of providing a better customer experience by enhancing first-contact resolution and overall satisfaction. CommunityWFM now offers its mobile app, Community Everywhere, to help agents and supervisors in the contact center enhance and expedite internal communication.

“When we were looking for partners for workforce management solutions, CommunityWFM checked all of the boxes, including ease of use, product capability, and cheap price,” said Kentis Gopalla, Zoom’s Head of Ecosystem for Zoom Phone and Contact Center. “Their cutting-edge WFM solution connects seamlessly with CCaaS technology.” Setting up a full connection with CommunityWFM increases the commercial value of the Zoom Contact Center solution for our clients.”

This release corresponds with the Zoomtopia 2022 event, which will take place on November 8-9, 2022 in San Jose, California. This event will concentrate on Zoom platform product advancements.