What is it? 

SPAR's Salesforce Email to Verint WFM Connector collects and injects case statistics from Salesforce Service Cloud email into Verint Workforce Management for accurate staffing and comprehensive reporting.

How does it work?

Integrates with Salesforce Service Cloud and extracts critical service data, including queue management, case handling time, service level adherence, and volume. This information is formatted to adhere to the necessary data feed format specifications. The data is then securely injected into Verint Workforce Management, to enable it to intelligently forecast multi-channel staffing requirements, optimizing resource allocation during peak times, holidays, and regular hours.

What are the key features?

• Granular skills based mapping
• AHT can be tailored based on your company's handle time computation requirements
• Robust design to avoid any data loss
• Highly configurable as per specific business needs
• Handles complete lifecycle of support ticket

What are the key benefits?

• Enables skills-based staff scheduling and provides visibility into email and service case backlog. It empowers your team to deliver efficient service while maintaining SLAs and elevating customer experiences.
• Enhances reporting with expanded metrics on service tickets e.g. number opened, closed, handle time, and backlog volume

How much does it cost?

Our subscription model (per user/month) allows any industry and all team sizes, small or large, to take advantage of omnichannel workforce management using Salesforce.