Integrations for Workforce Optimization and Workforce Management
With the Customer Interaction Center™ (CIC) software and its standards-based architecture, integrating with workforce optimization (WFO) applications is easy. Quality monitoring, coaching, performance management — our integrations make WFO initiatives straightforward and cost-effective.
To protect your existing investments in workforce management (WFM) technology, the CIC application suite provides a Windows-based service to pass workgroup/agent queue statistical data to other applications for forecasting and scheduling purposes. CIC supports two integration methods:
Historical Data
With this method, a historical data module extracts data from the CIC logging server on a scheduled basis, and utilizes a stylesheet to transform and map the data into formats used by various WFM products and versions. This service automatically recovers if reporting intervals are missed.
Real-time Adherence Data
This method provides a Windows-based service that delivers user status, user login and user logout information to WFM systems for tracking schedule adherence, in real-time. Whether workforce optimization, workforce management or both, our integrations can help.
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