InteractionSync for PureCloud

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By combining the best of both worlds, Avtex InteractionSync for PureCloud uses the features of PureCloud to handle queuing, routing, measuring and reporting and synchronizes key data to Dynamics 365 to ensure consistent tracking of your customer's journey and produce the greatest customer experiences.

SWIFT Routing

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Aria Solutions’ SWIFT Routing is a pre-built enterprise agent skills-based routing solution. This solution includes basic-to-complex features that are enabled as needed through configuration.

Voicemailer for PureConnect

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Interaction Voicemail Player is a standalone desktop application designed to streamline voicemail management across various email platforms, including Microsoft Outlook, Gmail, IBM Notes, and Novell GroupWise. It delivers voicemail messages as .wav file attachments, allowing users to access and manage their voicemails directly from their email clients or through the Customer Interaction Center client interface. Key Features and Functionality: - Unified Interface: Provides a consistent user experience for managing voicemails across supported email platforms. - Direct Playback: Enables users to play voicemail messages directly from their email inbox using the Interaction Voicemail Player or their default audio player. - Voicemail View Integration: Offers a dedicated Voicemail view within the CIC client, allowing users to display, listen to, and manage voicemail messages efficiently. - Message Waiting Indicator: Notifies users of unheard voicemail messages through a visual indicator, ensuring timely attention to new messages. - Playback Control: Allows users to control the playback of voicemail messages, including play, pause, and stop functions, directly from the email attachment or within the Voicemail view. Primary Value and User Benefits: Interaction Voicemail Player enhances communication efficiency by centralizing voicemail management within users' existing email environments. By delivering voicemails as email attachments, it simplifies access and ensures that important messages are promptly received and addressed. The integration with the CIC client and the provision of a unified interface across multiple email platforms reduce the complexity associated with managing voicemails, thereby improving productivity and responsiveness in professional settings.

Visualizer

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Aria Visualizer is an analytics application that consolidates Genesys interaction events into an intuitive, interactive visual interface. It helps organizations understand their data, gain efficiency, and save time and money.

CloudArch

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CloudArch by Avtex is comprised of numerous add-ons to the PureCloud for Salesforce solution allow you to get even more value of your investments. Both PureCloud and Salesforce are extremely flexible web-based solutions which allow for numerous possibilities to bring the platforms together.

WFM Adapter for Salesforce

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The WFM Adapter for Salesforce by TTEC Digital is a robust integration tool designed to seamlessly connect Salesforce with leading workforce management (WFM systems, including NICE, Alvaria, Verint, and Calabrio. This adapter enables organizations to access and analyze critical contact center performance metrics directly within their WFM platforms, facilitating optimized workforce planning and enhanced operational efficiency. Key Features and Functionality: - Real-Time Adherence: Monitors agent statuses such as Ready, Not Ready, and Signed Out, with updates every three seconds, ensuring accurate tracking of agent activities. - Historical Reporting: Provides skills-based and queue-based reports with configurable intervals of 15 minutes, 30 minutes, or daily, allowing for comprehensive performance analysis. - Cloud Application: Regularly updates to stay current with platform and WFM specification changes, ensuring compatibility and reliability. - Omnichannel Support: Supports queue-based and skills-based routing for various interaction channels, enabling a unified approach to customer engagement. - User Interface Configuration: Offers a browser-based setup for connecting data sources and WFM systems, with real-time data preview capabilities for streamlined configuration. Primary Value and User Benefits: By integrating Salesforce with WFM systems, the WFM Adapter empowers organizations to: - Optimize Workforce Planning: Utilize real-time and historical data to make informed staffing decisions, aligning workforce capacity with customer demand. - Enhance Operational Efficiency: Gain insights into key performance metrics like call volume, average call duration, and agent availability, leading to improved resource allocation and service levels. - Ensure Up-to-Date Integration: Benefit from a solution that stays current with evolving platform and WFM specifications, reducing maintenance efforts and ensuring continuous compatibility. In summary, the WFM Adapter for Salesforce serves as a vital link between Salesforce and WFM systems, providing organizations with the tools needed to enhance workforce management, improve customer service, and drive business success.

SWIFT Marketo Adapter

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The SWIFT Marketo Adapter connects the Genesys CX platform with Marketo. Users can leverage Marketo marketing attributes to provide an enhanced customer experience through intelligent routing. Agents can better service clients and prospects by having marketing customer profiles and marketing campaign information at their fingertips.