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WFM Adaptor

Improve WFM with real-time unified data across every channel.

Tracxion captures interaction events at source across any CCaaS platform and delivers a single, accurate feed to your WFM or WEM solution - so interval and adherence data reflects what's actually happening

Features

Why is Tracxion WFM Adaptor different?

Most integrations relay summarised data after the fact. Tracxion collects every interaction event at source, normalises it across platforms, and outputs one consolidated feed - giving WFM the precision it needs.

  • Event-level capture for interval-aligned accuracy
  • Single normalised feed across multiple CX platforms
  • Enhanced RTA states
  • On-premise, cloud, or hybrid deployment.

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Better workforce management:

  • Unlock advanced real-time event data for precise WFM interval and true 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 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.

Capabilities & Platforms

Everything your WFM solution needs

Real-time accuracy

100% accurate data for​ interval-aligned decisions

Richer RTA states

Surfaces consult, transfer and more.

Multichannel​

Tracks every contact channel in one view.​

Flexible deployment

On-premise, cloud, or hybrid

Multiple feeds

Outputs to other business platforms too.
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Platforms

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

 

Platforms

Compatible with all leading WFM/WEM solutions

CCAAS Sources

Genesys Cloud Amazon Connect NICE CXone Cisco Avaya 8x8

WFM/WEM Targets

NiCE IEX Verint Calabrio Alvaria Genesys

Technology

Built on real-time event data

Fast to implement, built to scale

Pre-built collection services for all major CX platforms mean rapid implementation. Whether your customers need on-premise for data sovereignty, cloud, or hybrid - Tracxion adapts without rebuilding the integration from scratch.

Interval aligned, by design

Tracxion collects raw interaction events as they happen, not from summarised reports. Data is normalised into your WFM solution's required format with customisable interval lengths and skill attributes. Built for accurate interval-aligned insight.

See it in your environment

Tell us about your WFM estate and we'll show you exactly where Tracxion fits in.

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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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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.

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