As businesses evolve and seek streamlined technology stacks, an integrated workforce platform has become essential for many organizations. This often includes platforms that bundle WFM, CCaaS, and CX tools together. Having WEM functionality bundled with other contact center tools can seem appealing at first glance.

But what if bundled solutions fall short in functionality and offerings? Particularly for organizations that have complex, specialized needs or those planning to expand WFM efforts outside the front office contact center space. An important question has to be considered: Is your organization sacrificing performance for convenience?

The Promise of Ease and Convenience

An all-in-one solution that seamlessly fulfills CCaaS, CX, and WFM needs is likely a dream come true for many businesses. These platforms promise simple integrations, convenience, and ease-of-use. For contact centers within small and medium-sized businesses, a bundled solution may be a good fit. However, these solutions may fall short for rapidly scaling businesses and those with dynamic workforce management needs.

Jack-of-All-Trades, Master of None

With bundled WFM solutions, what you gain in convenience, you often sacrifice in functionality. When bundled with contact center and CX software, WFM functionalities may take a backseat. Resources and development focus can be spread thin, with CCaaS and CX tools taking priority over WFM. Workforce planners than need comprehensive forecasting, detailed reporting, and varied solutions to engagement scenarios may be left frustrated with limited WFM options in CCaaS- and CX-forward platforms.

Slower WFM Innovation and Updates

If WFM and WEM tools aren’t key payers in bundled platforms, improving processes and innovating functionalities may not be a top priority to bundled vendors. Vendors that specialize in WFM solutions can deliver faster, targeted innovations that directly impact workforce management efforts. A higher velocity of innovation can not only improve workforce processes on the frontline within contact centers, but can provide solutions to other parts of an organization too, offering a higher return on investment.

Build a Holistic and Flexible Workforce Technology Stack

Having an all-in-one bundled solution may be easy, but it may not meet your WFM needs. Customize an integrated and flexible workforce technology stack, providing a holistic view of your business operations. Specialized vendors that offer WEM and WFM standalone products can offer streamlined integrations in pre-existing CCaaS and CX systems, giving you a simple yet robust ‘mix-and-match’ of best-in-class functionalities. Rather than conforming to fit a suite’s limited WFM functionalities, choose a WFM software built for growth and scalability, pair that with your preferred platforms, and build a system that fits your exact business needs.

As you assess your business's WFM and WEM needs, consider whether convenience should take priority over performance, and determine if a standalone or bundled solution better meets your requirements. For additional guidance during your assessment, explore Aspect’s WFM and WEM Buyer's Guide to help inform your decision. 20

Note: This week’s tip provided by Aspect.  For more information about Aspect, please visit www.aspect.com.