WFM Adapterfor Salesforce®

The Workforce Management Adapter for Salesforce provides seamless integration between Salesforce 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 employee empowerment.

Aria Solutions has implemented over 200 WFM integrations into the five WFM platforms that we support. 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 productivity.

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 Management, providing the ability to reforecast and reallocate/increase/decrease staff as needed• Delivers real-time reporting data that gives managers 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

BENEFITS

Figure 1

ariasolutions.com@ariasolutions

Head OfficeSuite 250, 525-28 St. SE,

Calgary, AB, T2A 6W9Ph: +1 403 235 0227

Toll Free: +1 866 550 2742

US Corporate OfficeSuite 250, Building M,

825 Market St., Allen, TX, 75013

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.

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