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.
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.
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.