Power cognitive insights and deploy cognitive engagement to create customer-worthy experiences.
WFM Adapter
The WFM Adapter from TTEC Digital is a powerful tool that seamlessly connects your contact center operations with your workforce management systems.
Access and Analyze Key Performance Metrics
The WFM Adapter from TTEC Digital allows you to easily access and analyze key performance metrics from your contact center — such as call volume, average call duration, and agent availability — and use the data provided to optimize your workforce and improve the efficiency of your operations.
Real-Time Adherence
Utilize agent and work statuses, including Ready, Not Ready, Signed Out, and more, that can be sent every 3 seconds.
Historical Reporting
Easily access skills-based and queue-based reports with configurable reporting intervals of 15-minute, 30-minute, or daily.
Cloud Application
The adaptor incorporates frequent updates to stay current with platform and workforce management (WFM) specification changes.
Key Features
Always Current: Stays up to date with Genesys Cloud, Salesforce, Microsoft Dynamics 365, and WFM changes.
Omnichannel Interactions: Support queue-based and skills-based routing for omnichannel interactions.
Configuration UI: Set up connections to sources and WFM on a browser and preview data in real-time.
WFM Adapter is now available for Dynamics 365!
Explore in AppSource
Case Study
Nationwide Utilizes WFM Adapter to Maximize Workforce Performance
Nationwide, an insurance and financial services company, saw a need to create a more agile business model by moving the company's massive contact center footprint to the cloud. To maximize this new cloud solution, Nationwide needed the ability to efficiently ingest detailed contact center data from its new cloud contact center into its Nice WFM tool to make informed scheduling decisions.
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.
Say 'hello' to the future of workforce optimization
Reach out today to learn how our WFM Adapter can elevate your operations.