What is it?

The SPAR Universal Omnichannel WFM Adapter is a tool that seamlessly pulls data from any source and injects it into Verint Workforce Management, enhancing forecasting, scheduling, and queue management.

How does it work?

SPAR's Universal Omnichannel WFM Adapter integrates with all of your service desk applications, seamlessly capturing data from any channel, including email, chat, fax, SMS, CRM case backlogs, and custom applications. It efficiently handles both traditional and previously unmonitored non-call data types, ensuring accurate and secure data utilization for forecasting and reporting.

By pulling essential metrics such as queue management, handle times, SLAs, adherence, and queue volume, it enhances your performance tracking and skills-based scheduling. Operating independently of your CRM, it prevents disruptions to existing workflows while improving data accuracy and utility. This allows you to leverage the full power of the Verint WFM platform to optimize resource allocation across peak times, holidays, and regular hours, facilitating on-time service delivery.

The universal adapter can pull data from multiple softwares. See the infographic below to see how SPAR’s Universal Omnichannel WFM Adapter can pull data from multiple softwares like Collaboration

• Slack • Microsoft Teams • Asana | Helpdesk • ZenDesk • Talkdesk • ServiceNow | POS • Square App • Shopify | ERP • Oracle • SAP | CRM • Salesforce • Microsoft Dynamics • Hubspot • Zoho | VoIP • Avaya • Genesys | HRIS • ADP • Workday

What are the key features & benefits?

• Single Integration Point | Capture all of the data you need without having to create or manage multiple adapters.
• Forecasting | Leverage previously untapped sources of data to increase the precision, configurability, and accuracy of your forecasts for peak times and holidays to avoid over/understaffing risks.
• Scheduling | With more accurate and precise forecasts, realize true schedule efficiency for your contact center. SPAR’s single-point adapter helps eliminate the guesswork from skills-based staffing by providing Verint WFM with data from all of your customer service channels.
• Reporting | Amplify Verint’s native reporting capabilities with data from previously unmonitored channels, giving you new insight into historical forecast accuracy, backlog visibility, and scheduling efficiency, ensuring service continuity, SLA compliance, and cost savings.
• Flexible and Scalable | Easily add or modify data sources based on your business’s changing demands, ensuring you always maintain the most accurate view of your contact center’s needs.
• Secure | Sitting in the customer’s environment, the adapter adheres to your security guidelines, ensuring data is protected in transit with the same level of security as the rest of your business.

How is it priced?

Our flexible subscription model is priced per user per month per data source.