IBM Worklight is a mobile application development platform that lets you extend your business to mobile devices. It is designed to provide an open, comprehensive platform to build, run and manage HTML5, hybrid and native mobile apps.
Strategic planning and workforce management go hand-in-hand. Without workforce management, agents aren't properly scheduled and chaos reigns. But strategic planning is just as important to ensure you have enough agents to schedule in the first place. With so many variables involved , a strong marriage of the two is necessary for today's complex contact center.