WFM Adaptor

Tracxion WFM Adaptor provides real-time data to WFM & WEM solutions to drive agent productivity through true to interval adherence.

Features

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Better workforce management:

  • Unlock advanced real-time event data for precise WFM interval and true to interval adherence data.
  • Manage complex hybrid operations across multiple CX platforms with integration to all leading WFM/WEM solutions.
  • Provides a comprehensive enterprise-wide single view of operations.
  • Enables secure segmented BPO integration.

Unified real-time data for customer experience (CX)

Combine all real-time data into a single WFM feed. This integration enables informed decision-making, resulting in improved customer satisfaction and increased operational efficiency.

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Real-time data accuracy:

Captures 100% accurate data, enabling true-to-interval resourcing and decision-making.

Call management:

Records contact upon arrival against the correct skill or custom attribute, ensuring efficient routing and handling.

Multichannel tracking:

Tracks inbound and outbound interactions across all customer contact channels, providing a comprehensive view of operations.

Enhanced agent state monitoring:

Real-Time Adherence (RTA) adds valuable context by surfacing states like consult and transfer, enabling better workforce engagement management.

Integration capabilities:

Seamlessly integrate with multiple WFM systems, supporting hybrid operations and secure segmented BPO integration.

Flexibility:

Tracxion provides multiple data feeds to other business platforms.

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Platforms

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Tracxion WFM/WEM Adaptor is compatible with all leading WFM/WEM solutions

Unparalleled real-time data to drive true to interval workforce management. Tracxion WFM/WEM has proven integration to all leading workforce management solutions.

Integrates with Genesys, Nice, Alvaria, Calabrio, Verint, Alorica.

Technology

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Detailed interval and Real-Time Adherence (RTA) Data


Gain detailed insights into call centre performance with real-time data. By leveraging true to interval data, managers can make swift, informed decisions and optimise operations to ensure that every interaction is captured within its specific time interval, providing an accurate picture of workload and staffing needs.

Customised Workforce Management (WFM) feeds for Business Process Outsourcing (BPO) partners


Provide BPO partners with segmented interval and RTA data feeds to support specific WFM solutions. Leveraging targeted data enables you to align agent shifts and skills strategically with call volume fluctuations, ensuring peak efficiency and maximising Service Level Performance (SLP).

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