Witness Systems, Eyretel, Nice Systems, Comverse Infosys, and e-talk each offer recording capabilities. Most of the call recording vendors also record desktop activities. Key Performance Indicator tracking functionality within other systems that collect data about service experiences. All workforce management vendors track different types of data. Reporting functionality that analyzes and depicts this data.
All vendors also have at least some reporting capabilities.
Scheduling and Forecasting applications that use past data to predict future contact volumes and the need for agents, available from Blue Pumpkin, Aspect Communications, Pipkins, CenterForce, IEX, Genesys, and others. E-Recruiting applications that put potential agents to the test to determine their skill levels before they are hired. Qwiz Software, e-talk Corporation, Knowlagent, and Simtrex offer this functionality. In recent research, AMR Research surveyed contact center managers who had purchased one or more elements of workforce management. Most of the managers invested in workforce management software once their contact centers reached the size of about 60 or 70 agents.