inContact Workforce Management v2 Integrations Overview

To download a complete PDF guide for a specific integration, see Related Guides.

inContact Workforce Management v2 can integrate with a number of other contact center systems, such as PBX/ACD platforms and call center management systems, to obtain real-time and historical data. This information is used by inContact WFM v2 to populate real-time reports and produce accurate forecasts for scheduling. Supported integrations include:

  • Avaya Aura Contact Center (AACC) — AACC is an Avaya contact center product commonly used in VoIP environments and in multi-channel call centers due to its support for non-voice interactions.
  • Avaya Call Management System (CMS) — This contact center product is designed for businesses with complex contact center operations and high call volume. It is sometimes referred to as Avaya CM.
  • Cisco Unified Contact Center Enterprise (UCCE) — UCCE delivers intelligent contact routing, call treatment, network-to-desktop CTI, and multichannel contact management over an IP infrastructure. It combines multichannel ACD functionality with IP telephony in a single solution.
  • Cisco Unified Contact Center Express (UCCX) — UCCX is a single-server customer interaction management solution for up to 400 agents.
  • inContact Cloud Contact Center — This Software as a Service (SaaS) solution delivers ACD, IVR, and dialer functionality along with contact center management features.

For all integrations, you are responsible for supplying the physical connections, IP connection(s), or both, to the contact center system. There may also be customer prerequisite tasks that must be completed; where applicable, these are outlined in the integration topics.

Regardless of the integration type, inContact WFM v2 uses the components listed in the following table. Components specific to the contact center system are discussed in the topics for that integration.

Component Function
Historical Hub The Historical Hub connects to the integration source, imports historical call volume data, and writes it to the inContact WFM v2 database.
Real-Time Hub The Real-Time Hub receives a stream of data from the integration source and feeds it into inContact WFM v2 for a variety of purposes.

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