ICS.cx Hosts Workforce Management in the Cloud

ICS.cx, a technology integrator for customer experience, now offers its Workforce Management (WFM) platform in the cloud. WFM leverages AI and machine learning to assist businesses in workforce and call center operations management.

The cloud-based WFM from ICS.cx streamlines numerous administrative tasks and reduces personnel costs. It eliminates expenses related to operating systems, databases, servers, upgrades, and in-house resources necessary for on-premise solutions. This can result in a 25% savings over three years compared to traditional installations.

Quick implementation is a key feature, as no additional hardware or installation is necessary. The cloud version enhances forecasting, scheduling, and employee engagement, and integrates with HR systems such as UKG, Workday, and ServiceNow.

ICS.cx’s cloud service holds ISO 27001 certifications and is SOC2-compliant, supporting 50 to 20,000 agents. It is backed by a 24/7 onshore U.S. support team, guaranteeing a 99.99% uptime with only 52.56 minutes of downtime per server annually.