Frost & Sullivan: ac2 Solutions Stands Out in the Hosted WFM Market with a Truly Differentiated Product

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• Publié par: frost-sullivan
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• Langue: English

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Frost & Sullivan: ac2 Solutions Stands Out in the Hosted WFM Market with a Truly Differentiated Product

PR Newswire MOUNTAIN VIEW, California, Sept. 20, 2012

- The company's validation is the success it achieves for its clients MOUNTAIN VIEW, California,Sept. 20, 2012/PRNewswire/ -- Based on its recent analysis of the hosted workforce management (WFM) market, Frost & Sullivan recognizes ac2 Solutions with the 2012 North American Frost & Sullivan Award for Product Differentiation Excellence. The company devised a sophisticated set of WFM solutions that align with the market zeitgeist, more so than other applications that have been built on older, less effective and versatile models and methodologies. "ac2's WFM technologies, many of which are patented, enable organizations to handle customers that are more demanding, multichannel growth, and a complex work environment," said Frost & Sullivan Industry Analyst Brendan Read. "Rugged and secure hosted delivery make these tools affordable and scalable without consuming costly and scarce IT resources." ac2 Solutions' signature product, the Advanced Workforce Optimization (AWO) portal, has standout features that attract and retain customers. Highly intuitive, the software removes the complexities of traditional WFM solutions to optimize performance. The AWO portal received perfect 10's when assessed for its unique features/functionality, and quality/complexity. The AWO incorporates advanced time series forecasting and staffing models that allow for hitherto unachieved levels of comprehensive strategic planning. Along with regular time series, special event forecasting, and "what if" forecasting, the system offers automated forecast accuracy tracking and concurrent optimal scheduling. It allows forecasting and scheduling for multiple skills, sites and channels, and creates agent and supervisor schedules to include exceptions, shift swapping, overtime, vacation planning, and volunteer time off. It can also schedule assignments by agent availability, preferences, and bidding. The system facilitates home agent schedule management as well as real-time adherence and contact traffic tracking, agent workstation, plus dashboards and scorecards. "WFM software must be built with sophisticated and adaptable technologies to successfully execute its functions, and to allow for future upgrades and new features," noted Read. "AWO has been written with advanced technology, which makes it reliable and secure. The system has achieved availability/uptime statistics for the past 24 months of 99.97 percent. It supports system security, compliance and standards/certifications, with SSL and one-way hash-encrypted passwords." AWO utilizes powerful forecasting algorithms, including Box-Jenkins ARIMA, exponential smoothing, Seasonal Regression, and Transfer Function Method to provide superior accuracy. The portal's artificial intelligence (AI)-based system enables users to select a best-pick module to automate model fitting and