BENEFITS:

WFM Adapterfor Salesforce®

The Workforce Management Adapter for Sales-force provides seamless integration between Sales-force Service Cloud® and Workforce Management (WFM). It allows managers to effectively manage contact center and back office personnel from one powerful tool to achieve higher service levels, reduce staffing costs, and increase productivity and employ-ee empowerment.

Aria Solutions has implemented over 200 WFM integrations into the five WFM platforms that we sup-port. Now, customer service organizations can have more accurate forecasts of work volume and capacity planning, better resource allocation and scheduling, and more insight into employee work time and pro-ductivity.

Integrate Salesforce® with your Workforce Management system

Solution Highlights:

• Approved by Salesforce, the solution ensures application quality, security and is tested with new releases• Ideal for contact center agents and back office associates • Provides a consolidated view of all Salesforce users• Supports WFM forecasting and Intraday Manage-ment, providing the ability to reforecast and reallo-cate/increase/decrease staff as needed• Delivers real-time reporting data that gives manag-ers insight into employee work-time and productivity

• Increases oversight and reduces labor costs, by minimizing employee unproductive time• Supports automated calculation of adherence to schedule, ensuring employees are working as scheduled

• Improves forecasting accuracy and capacity planning

• Increases productivity and service levels

• Improves resource allocation and scheduling

• Reduces staffing costs

• Maximizes your WFM and Salesforce investment

Figure 1

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Toll Free: +1 866 550 2742

Who Are We?

Aria Solutions has been a leading provider of contact center and customer engagement solutions for 17+ years,delivering innovative, multi-channel, cloud, on-premises and hybrid-based solutions. We specialize in working withGenesys, Salesforce, and LiveOps platforms, building products and delivering services to offer complete solutions.

Our thorough methodology and expertise are key in helping customers promote customer engagements, createexceptional customer experiences, and deliver positive business results.

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

Report Server

• Runs on a server at the customer’s location, enabling WFM data security• Automatically generates queue, associate and agent reports to support WFM forecasting and Intraday Management processes• Sends real-time agent state changes to WFM for state and adherence monitoring and reporting

Workforce Monitor

• Force.com application that is fully integrated with Service Cloud Console• Introduces presence to Service Cloud to track employee work activity (see Figure 2)• Configurable employee “not ready” reasons, such as break, lunch and meeting to easily adapt to your environment • Comprehensive employee productivity features track and measure idle, working and not working time• Provides real-time state reports for agents and back office associates

WFM Monitor Collecting Queues Info

The product is designed with Workforce Monitor and Report Server modules that are fully scalable for the largest operations (see Figure 2):

Figure 2 - Design