Workforce Management Integrations

Link your Workforce Management Solution with CIC.

Protect your existing investments in workforce management (WFM) technology with pre-packaged integrations that hook into your current solution.

  • NICE
  • Verint
  • Aspect

The Customer Interaction Centerâ„¢ (CIC) uses a Windows-based service to pass statistical data to supported WFM applications for forecasting and scheduling purposes. Two integration methods are used.

Historical data

A historical data module extracts from the CIC logging server on a scheduled basis and uses a style sheet to transform and map the data into formats for WFM products and versions.

Real-time adherence data

Delivers user status, login, and logout information to WFM systems for tracking schedule adherence in real time.