TTEC Digital introduces WFM Adapter for Talkdesk

DENVER, August 5, 2024 -- TTEC Digital, a global leader in customer experience orchestration, today announced the Workforce Management (WFM) Adapter for Talkdesk.

As part of TTEC Digital’s vast software and digital engineering portfolio, the WFM Adapter for Talkdesk integrates WFM systems from NICE, Verint, Alvaria, and Calabrio with the Talkdesk contact center platform to provide real-time visibility into workforce performance. 

“By seamlessly connecting the contact center with WFM, managers can leverage valuable service insights like call volume, average call duration, and agent availability for better forecasting and higher productivity,” said Todd Russell, Director, Product Management at TTEC Digital.

The WFM Adapter for Talkdesk empowers contact center managers to improve the efficiency of their operations with:

• Real-time adherence that utilizes agent and work statuses, which can be sent every three seconds
• Historical reporting that includes easy access to skills-based and queue-based reports with configurable reporting intervals of 15 minutes, 30 minutes, or daily
• Cloud based technology that incorporates frequent updates to stay current with platform and WFM specification changes

TTEC Digital has a long history building WFM adapters for cloud contact center platforms, including Genesys, Microsoft, Salesforce, and now Talkdesk.  

“Our WFM adapters fill a real need for clients. Without an easy and streamlined way to connect their contact center with their WFM, clients would have to rely on spreadsheets and manual data entry. Plus, it would be nearly impossible to maintain real-time adherence,” Russell said. 

The WFM Adapter for Talkdesk is available on Appconnect. To learn more about the product’s features and benefits, visit: ttecdigital.com/solutions/wfm-adapter.

About TTEC Digital

TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes. Learn more at ttecdigital.com.