What is it?
Verint Workforce Management (WFM) integrates with Vonage Contact Center (VCC). VCC is a new category of cloud contact center software where customer interactions are blended with customer data to deliver an unparalleled, emotive, and conversational customer experience. Verint Workforce Management (WFM) tools provide addition value to customers including:
Vonage Contact Center and Verint’s cloud-based workforce management solution work together to remove the upfront costs and burden on IT resources, all while making the implementation and everyday use far simpler.
How does it work?
Verint connector has the following parts:
Connector collects agent and queue data from VCC, formats it and pushes to Verint WFM. Queue data is collected and pushed every 15 min. Agent States data collected and pushed every 10 sec. ASCM collected and pushed once every 24 hours.
What is required to work?
What are the Benefits of using it?