REAL-TIME WORK DELIVERYfor Salesforce®

Real-Time Work Delivery (RTWD) from Aria Solutions is a native FORCE.COM® application that automatically delivers Salesforce work to your back office, sales and field services personnel. Now you can move away from a “pull” to a “push” model, eliminate employees picking the wrong work and align their work with your business needs.

Push the Right Work to the Right Agents!

What does RTWD do?

• Automatically delivers Salesforce interactions and work items to the right agents as they become available• Ensures all Emails, Cases, Opportunities, Leads and Custom Objects are worked according to business rule priority, not personal preferences or chance timing• Proactively pushes work items to employees• Tracks time agents spent on each item or interaction

BENEFITS

• Ensures that priority items are done first• Eliminates time spent looking for work• Improves case handle time• Makes it easier to manage agent productivity as work volume increases• Reduces errors and processing time• Improves overall customer experience

See it visually...

The right case is getting pushed to the right agent. The agent’s current state is green, meaning that the agent is currently working on this case.

Once the case is done, the light turns yellow - the agent is ready for the next work item.

Red indicates that the agent is on lunch, break, or not available.

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Toll Free: +1 866 550 2742

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Toll Free: +1 866 550 2742

Aria Solutions

Over 500,000 agents use technology deployed by Aria Solutions to create meaningful customer engagements and provide great customer experience on voice, email, and social communication channels. With Aria’s product and

services, you get more from your investment in Genesys and Salesforce: increase productivity with a rich agent console; connect your WFM system so business functions work together seamlessly; resolve issues fast with visual support

applications. Aria is the #1 Genesys Certified Gold Suite full solution partner.

Modernize your operation. Become an engagement center. Improve your customer’s experience.

If the answer is YES, thenReal-Time Work Delivery

is right for you!

Do your employees pull cases, leads and custom objects manually from queues and have to choose the ones they want to work on?

Eliminate employees “cherry picking” the work they want and align their work with your business needs by moving from a “pull” to a “push” model. This way work starts immediately, delivering huge efficiency

improvements and providing better customer experience.

Sounds like your organization?