Peopleware WFM
Bring work and demand into perfect balance
Not all WFM solutions are created equal. Some are costly and complex to implement. Others rely on on-premise infrastructure, creating dependency on IT resources, often without providing the local expertise organizations need.
Peopleware takes a different approach. Our cloud-based, AI-powered platform delivers a comprehensive WFM suite built with people at the center. With rapid deployment, intuitive usability, and expert local support in every market we serve, Peopleware enables organizations to streamline operations, reduce costs, and scale with confidence.
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Overview
Peopleware offers a comprehensive suite of cloud-based, enterprise-level workforce management solutions that integrate quickly and easily with the Vonage contact center platform and help you optimize your WFM process from start to finish.
Key Features
AI-Powered Forecasting - Anticipate demand with precision. Peopleware’s AI-driven forecasting is a self-learning system that integrates seamlessly into your existing data sources. It covers every channel—voice, chat, email, and more- helping you confidently predict your short-, mid-, and long-term workload.
Optimized Scheduling - Build smarter, complex schedules with ease. Powerful optimization tools balance your people’s needs with business demands while respecting contracts, legalities, preferences, and flexibility. Meetings, training, and exceptions are planned at the best possible time, without manual effort.
Intraday Management - Stay in control and deliver exceptional customer service throughout the day. Peopleware’s Intraday enables you to monitor performance in real time, respond instantly to absences, spikes in volume, or adherence issues, and keep service levels on track.
Time-off Management - Handle even the most complex and unique time-off policies with ease, while keeping the request process fast, simple, and spot on. Peopleware’s Time Off Time gives both planners and agents a smooth, transparent, and stress-free experience, from request to approval.
Reporting and Analytics - Turn data into decisions. From comprehensive reports to fully customized dashboards, Peopleware gives you complete visibility across your operations, ensuring you always have the right information at hand.
Peopleware ‘Me’ - Put agents in the driver’s seat. With Peopleware’s self-service portal, your agents can swap or bid for shifts, book time off, and stay connected with their teams, anytime and from any device.
Peopleware’s support team works closely with Vonage throughout the implementation, and trains your workforce planners to utilize the full functionality of their WFM suite, ensuring you can:
Forecast with Confidence - Get industry-leading accuracy at a fraction of the effort with our reliable AI-powered predictions, days, months, or up to a year in advance.
Designed for Omnichannel - Deliver seamless service across all channels - chat, email, voice, and social media.
Multi-Skill Scheduling - Our patented, advanced skills-based scheduling ensures agents with the right skills are always available at the right channels.
Respond in Real Time - Find the insights you need when actual results deviate from plan and take corrective action, fast.
Fast deployment - Get up and running within days with the Vonage to Peoplware native integration.
From onboarding to optimization, our expert consultants ensure your team gets the most from Peopleware. Contact your Vonage representative to get started, and take your workforce planning to the next level.
