WFM Strategy
Updated on May 17, 2022

WFM System Integrations and Why They Matter

Michael Lambarena 2 min read Download as PDF
WFM System Integrations and Why They Matter

A workforce management (WFM) software application is one of those tools that depends on the quality of the integration with a customer’s contact routing platform, such as the Automatic Call Distributor (ACD) or Contact Center Infrastructure (CCI).

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This is because:

  • Without historic data such as contact volumes and average handling times, you can’t forecast future workload and staffing requirements
  • Without an up-to-date view of contact metrics such as contact volumes, you can’t effectively manage a contact center in real-time
  • Without a clear picture of the current status of all your agents, you can’t easily manage agent schedule adherence

In theory, it’s possible to enter data manually into a WFM system, but this is very time-consuming and prone to error. Even then, it’s not practical to enter the data more frequently than once per day, so real-time management and adherence monitoring are not possible with the manual approach.

Native integrations and custom connections

When selecting a WFM system, it’s easy to overlook the integration details. That's because it's common to evaluate alternative systems based on features, functionality, ease of use, quality of support, and pricing, but the integration is definitely worth including in your checklist.

We recommend that you check:

  • If the WFM application you’re considering supports the ACDs or CCIs you currently use or plan to adopt in the future
  • If the WFM application collects data for forecasting, adherence, and reporting
  • How easy it is to set up an integration. Is it something the planning team can do themselves or do you need to get the ACD vendor or IT involved?

injixo offers a range of out-of-the-box integrations, with new connections continuously being added to our platform.

Not all customer support operations use a mainstream ACD. Sometimes a business will run one that's new to the market or home-grown, e.g. based on open-source components. In this scenario, you’re unlikely to find that an ‘off the shelf’ integration is available. The injixo open API can be used to create seamless data integrations with injixo, enabling contact history and agent status events to be sent using industry-standard protocols.

Checklist: WFM Software Must-Haves

A quality data connection is only one factor to consider when searching for the right workforce management software.

Whether you’ve decided to leave your spreadsheet behind or are looking to make the switch to a new solution that fits you better, make sure to download our ‘WFM Software Must-Haves Checklist’.

And if you’d like to talk about your workforce management needs with any of our consultants, it’s easy to get in touch! We’d be happy to meet you.

Contact us

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Originally published on Mar 29, 2022, updated on May 17, 2022.

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