Naumen Workforce Management (Naumen WFM)

Naumen Workforce Management (Naumen WFM) is a solution for automating the process of managing the working time of contact center personnel, developed in Russia. It is a module of the Naumen Contact Center platform . Naumen WFM can also be used separately as a standalone solution, thanks to its universal integration capabilities.

The comprehensive Naumen WFM tool ensures the continuity of the labor management process - from load forecasting, planning and control, to reporting on the use of working time.

2020: Inclusion in the showcase of technical solutions for organizing the process of remote work

On April 28, 2020, the company Naumen announced that it Ministry of Industry and Trade RUSSIAN FEDERATION had included five NAUMEN software products in the technical solutions showcase for organizing the process. remote work NAUMEN's proven products for managing customer communications, work shifts, assets and service units are available to enterprises on the portal at State Industrial Information System (GISP) gisp.gov.ru/remote/.

To manage employee shifts at remote work, Naumen Workforce Management (WFM) is included in the showcase, which saves 80% of the time and work required to plan the work schedule of personnel.

The list of technical solutions for organizing remote work includes the Naumen Contact Center platform, which allows contact center operators to interact with customers and partners of enterprises, safely connecting to internal business systems from home computers.

Among the recommended solutions is the Naumen Service Desk platform, which is designed to automate IT and service management processes in enterprises.

To automate and manage the activities of other service divisions of companies, such as AXO, HR, logistics, marketing or legal service, the Naumen Enterprise Service Management solution is included in the showcase of the Ministry of Industry and Trade.

Naumen Inventory was also tested - a system for recording technological (IT, telecommunications, logical and physical) resources (Network Resource Inventory) of enterprises.

Russian IT developers are ready to provide technical solutions for industry and help quickly establish processes of remote access not only to programs, information resources, but also equipment. We focused on products and services that can be introduced by enterprises quite quickly in the conditions of transferring part of the staff to remote forms of work, - commented a representative of the Ministry of Industry and Trade of the Russian Federation.

The selection of solutions was carried out by the Ministry together with the Association of Participants in the Internet of Things Market, the Fund for the Development of Internet Initiatives, ANO "Digital Economy." As of April 2020, 52 technical solutions available to enterprises on the GISP portal were selected.

2017: Release of version 2.0

On October 19, 2017, a presentation of Naumen WFM 2.0, another version of the Russian workload management solution in contact centers, took place in Moscow.

Naumen WFM 2.0 is a fully functional solution for predicting and scheduling contact center workload. The product is able to comprehensively solve the tasks of labor resources management, provide quick optimization of work schedules in accordance with changing conditions, quickly and accurately build a forecast and receive reports on the use of working time by employees.

Key features of the release:

• improved forecast algorithms that allow you to build a monthly schedule for 100 operators in no more than 1 minute by pressing one button;
• An optimized interface that provides ease of use for different categories of users
• An advanced set of visual tools for working with work shifts.
• changes in terms of accounting for the norms of Russian labor legislation;
• possibility of seamless integration with the personnel accounting system, which allows updating the work schedule in the personnel accounting system.

During the presentation, the workplaces of the planner and operator of the contact center were considered. Employees, regardless of their location, always have access to the current schedule and notifications about changes in the work schedule - through their personal account and the Naumen WFM mobile application.

According to Naumen experts, the minimum effect achieved on saving PHY in implemented projects based on Naumen WFM was 10%. At the same time, for a contact center for 100 workplaces, the payback period of the project is less than 12 months from the moment of commissioning.