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Duka selects U-WFM’s Cloud Workforce Management

Matt Hughes 17-Oct-2019 13:34:56


London, 17th October 2019:  U-WFM is delighted to announce Duka has selected its Workforce Management in the Cloud for its contact centre in Hinnerup, Denmark.


Duka Contact Centre


Duka is an innovative Danish company with ambitions to make a big difference to society. Duka’s goal is to make computers and the internet accessible to everyone regardless of age, thereby increasing communication with family and friends and providing access to information and services that are otherwise out of reach.


Designed as an easy-to-use, cloud-based platform, U-WFM will support Duka’s fast-growing operations with the proven benefits of automated forecasting and scheduling for its entire contact centre workforce. 


Mikkel Degn, Head of customer service at Duka says, “U-WFM’s solution is a great fit with our agile and innovative approach.  Our personalised IT support is being really well received, and our contact centre needs a workforce management solution that is not only cutting edge but can accommodate our business growth.  U-WFM’s comprehensive, yet flexible workforce management functionality, speed of implementation and future-proofed cloud technology, will help us to deliver the market-leading service levels that our customers have come to expect.”


U-WFM’s CEO Matthew Hughes says, “There is a lot of synergy between U-WFM and Duka and we look forward to a long and mutually beneficial partnership.  It’s great to have the opportunity to work with Duka to maintain their market dominance and look forward to supporting Mikkel and the team during this exciting time in their development.”


Click here to read full press release...



Simply Business Contact Centre to benefit from U-WFM’s Cloud Workforce Management

Matt Hughes 27-Jun-2019 07:03:21


London, 27th June 2019:  U-WFM has been selected by Simply Business to provide Workforce Management in the Cloud services for its Contact Centre in Northampton.


Simply Business  & U-WFM Partnership


With over 580,000 customers, Simply Business is one of the UK’s biggest business insurance providers. Making it simple for small businesses, landlords and the self-employed to create tailored insurance policies, the fintech company has offices in London, Northampton, and a growing Boston office in the US.


Technology is a vital part of Simply Business’s success. Supported by full-service in-house data capabilities which optimise efficiency and streamline customers’ online experience, yet Simply Business recognises that some customers prefer to speak to someone over the phone regarding their insurance. That’s where over 200 skilled consultants based in Northampton come in.


U-WFM’s flexible workforce management functionality will support Simply Business by providing automated task forecasting and scheduling for its entire Contact Centre workforce. The solution is scalable to meet the increasing volume of policies and subsequent contact into the company and deliver the optimal customer experience.


Daniel Cotton, Head of Operational Innovation at Simply Business says, “Our partnership with U-WFM is symbolic of our ambition to create one of the UK’s most progressive Contact Centres. We believe our customers of small business owners deserve the best possible insurance experience online and through the Contact Centre – so anything which enables a simpler process, including handling customer interactions even more efficiently, is to be welcomed. Crucially, our consultants will benefit too from the added flexibility U-WFM provide to our Operations – at an exciting time as we experiment our way to turning perceptions of what its like to work in a call centre on its head.”


U-WFM’s CEO Matthew Hughes says, “As passionate technology companies, there is a lot of synergy between U-WFM and Simply Business. One of the many advantages of   U-WFM is that it can quickly scale up so it’s great to partner with Simply Business during a sustained period of record growth.”


Click here to read full press release...



Schedule Accuracy Free Webinar

Matt Hughes 30-Apr-2019 10:20:52


Join our COO, Tim Wharfe for a Webinar on Schedule Accuracy

Tuesday 4th June 2019 2PM BST

How accurate are your schedules?

The best practice answer to this question is that you set a threshold for what you consider acceptable for under or over staffing, then divide the number of acceptable intervals by the total intervals within a period. 

But, what if there was a better way?   A 100% mathematical way that doesn’t use made up thresholds, regardless of which WFM vendor you use. One that gives you a score on your schedule efficiency regardless of how under or overstaffed you are.  

Want to find out more?  Click below to join us for our free webinar...



Schedule Optimisation

At this Webinar

What's in it for you ?

  • Demonstrate how to calculate schedule efficiency regardless of which WFM software you use 
  • A bespoke tool to take away and use in your own environment
  • Advice and guidance from Tim and other WFM experts on ways to improve schedule efficiency

About the Presenter

Tim Wharfe has been involved with call and contact centres for over 20 years.  Specialising early in Workforce Management, Tim has worked for some of the biggest contact centres in the UK including Aviva and Ventura. 

 Click here for more information and to reserve your free place:




We look forward to welcoming you on the 4th June!


See U-WFM at iNet's Contact Centre Executive Briefing

Matt Hughes 08-Feb-2019 15:17:50


Come and meet us and see U-WFM in action at iNet's upcoming Contact Centre Optimisation Executive briefing.  This 1/2 day event takes place on 27th February at Vintners Place in London. 



Tim Wharfe

At this interactive event, Workforce Management will be discussed in detail including the opportunity to see the U-WFM solution and ask questions.

What's in it for your Organisation ?

  • Understand the emerging trends related to contact centre resource planning 
  • Hear from contact centre resource planning experts and have the opportunity to ask questions
  • Share ideas and experiences and learn about best practices from the experts as well as fellow attendees
  • Networking opportunities with your peers
  • Take back ideas and practices that you can put in place to improve your organisations resource planning processes

 Click here for more information and to reserve your free place:



We look forward to meeting you! 


iNet & U-WFM - A Winning Strategic Partnership for Contact Centres

Matt Hughes 09-Jan-2019 06:57:21


U-WFM is pleased to announce a strategic partnership with leading telecoms network provider and one of the pioneers of cloud-hosted call centre solutions, iNet.

iNet & U-WFM Partner

iNet’s CEO, Michael Pavlou commented, “The partnership with U-WFM represents a step forward for iNet and our clients. With embedded Workforce Management driven by source call centre data, our clients enjoy a turnkey cloud contact centre solution.  Effective across all communication channels, customers have peace of mind that Service Levels are boosted by scheduling the rights agents, at the right time, with the right skills.”


With customer contact centres now under real pressure to rationalise costs and pursue a digital transformation agenda, the iNet/U-WFM partnership brings a complete, elegant, per-user solution that scales on-demand.   


The Future is OPEX. 

“The capital expenditure, installation, setup and management of traditional infrastructure based WFM tools with their associated complexity often outweighs the efficiency, value and purpose of utilisation,” remarked Matthew Hughes, CEO of U-WFM. “One of the benefits our partnership with iNet brings is the synergy in our understanding of the cloud operating expense model, its reduced complexity leading to increased effectiveness and where the customer service sector is heading,” said Matthew.


Click here to read full press release...


See U-WFM in action at iNet’s upcoming event, “Effective Resource Planning for Strategic Contact Centre Optimisation.” Workforce Management will be discussed in detail, including the keynote presentation, “The Impact of Ineffective Resource Planning Decisions on Contact Centre Efficiency.”  This Executive Briefing session will take place at the end of February at Vintners Place in London, click here for more information and to reserve your free place.



U-WFM partners with Key IVR to deliver secure payment solutions to the contact centre

Matt Hughes 27-Nov-2018 11:03:29


U-WFM is pleased to announce its partnership with Key IVR, a provider of high-quality payment processing systems for contact centres.


Key IVR’s Agent Assisted Payments platform is helping contact centres reduce their costs of PCI Data Security Standard (PCI-DSS) compliance. Key IVR understands that processing card payments can be challenging and provides PCI compliant solutions that de-scope sensitive cardholder data from the business as well as the contact centre.


Click here to read full press release...


Steve Richardson-Frankton, Enterprise Sales Manager at Key IVR said, “We’re delighted to be working in partnership with U-WFM as both organisations have a combined ambition of providing the best technology solutions for contact centres. We’re looking forward to what the partnership will bring, presenting the market with an offering that will give them the competitive edge.”


For more information about Key IVR, visit their website: 


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