WFM for Call center based on Interaction Center
Dear Colleagues, please help, if you have apropreate infromation.
We are looking for work force management for call center. As far as a found presentation a get next information:
The SAP CRM Interaction Center Workforce Management solution was developed, leveraging the decentralized schedule solution development knowledge from the StaffWorks Suite.
The Interaction Center Workforce Management solution enriches the existing SAP Interaction Center solutions, allowing call centers a centralized, web-based method to build workload based upon phone, fax, and e-mail volume drivers.
The IC-WFM solution then optimizes schedules to fit the forecasted workload demands, taking into account agent scheduling rules as well as specialized agent qualifications.
Actually, I can not find any more information about IC-WFM. Do you have any? What is it? Is it still exist? Is it supported?
Hope for any answers, Tatiana.