Aria’s Salesforce WFM Integration Adapter provides a seamless integration between Salesforce Service Cloud and WFM systems, such as NICE/IEX, Aspect, Teleopti, Verint and others. It is ideal for contact center agents and back office associates.
Reduce Staffing Costs
This application improves forecasting accuracy, capacity planning, resource allocation and scheduling through WFM forecasting and Intraday Management. This allows managers to reforecast, reallocate/increase/decrease staff as needed as well as minimize employee unproductive time, therefore, reducing staffing costs.
Improve Operations & Employee Productivity
Real-time metric collected through multiple interaction touch points is continually available, enabling managers to identify areas for operational improvements and cost savings. Employees are working as scheduled through an automated calculation of adherence to schedule. With Salesforce WFM integration, contact centers get visibility into staffing trends and performance, allowing them to uncover opportunities for streamlining labor usage and improve employee productivity.
Maximize Your Salesforce & WFM Investment
Approved by Salesforce, and available through the Salesforce AppExchange, Salesforce WFM integration ensures application quality, security and is tested with new releases. The product comes with all the functionality to meet almost any need. It can be configured to connect to Nice/IEX, Aspect, Verint, Teleopti and other WFM systems.
At a cost of pennies a day per agent, accurate data is submitted to WFM, increasing information accuracy for scheduling and achieving positive ROI.