Integrate Flex with Alvaria WFM

Alvaria Workforce Management provides the foundation for operating an efficient and cost-effective contact center. By integrating historical and real-time information from Twilio Flex, Alvaria WFM delivers accurate forecasting of necessary staff, schedules individual agents at specific times during the day, and provides real-time monitoring of agent adherence to their assigned schedules.

Recursos

The Twilio Flex and Alvaria WFM integration offers the following features:

Modern and Simplified Web UI: Alvaria WFM utilizes modern device-agnostic Web UI design including icons, widgets and dashboards to provide an intuitive interface, so information is easy to access and understand. No plug-ins are required.
Omni-Channel: Alvaria WFM uses a patented simulation methodology to create optimized agent schedules across all skills, in all channels, whether voice or text-based.
Acesso móvel: Visualize e gerencie facilmente programações de qualquer lugar usando um app móvel dedicado ou URA de tom. Você pode enviar aos agentes notificações importantes sobre alterações na programação por e‐mail, SMS e envio "push" móvel.
Limpar adesão a programações: Os agentes podem visualizar facilmente o nível de adesão às programações atribuídas. As representações gráficas permitem uma comparação fácil entre a programação planejada e o tempo realmente trabalhado lado a lado para que os agentes possam se autocorrigir sem a intervenção do supervisor.
View Schedules: Alvaria WFM presents schedules in a graphical, easily understandable way for agents, supervisors and managers. Additionally, the integration allows viewers to drill down on each time segment to get more detailed information.

Guia de implementação

The Alvaria Implementation Guide will be made available to you when you become a customer. The Alvaria team will work with you to deploy the solution in your environment and provide detailed training on the product.

Próximas etapas

To learn more about supported features and how you can get started, contact one of Alvaria's regional sales teams: https://www.alvaria.com/contact.

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