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Is your contact center ready for Gen Z?

A year of wins, innovation, and big plans for the future

Read the 2024 recap

Amazon Connect to Aspect Workforce Connector

Streamlining your workforce management

Aspect brings WFM connector to allow you to gather, integrate, and use data for business-driven decision-making in real time to improve every aspect of your customer interactions. Deploy our connectors with enhanced flexibility, whether on-premise or in the cloud, ensuring seamless transition to cloud-based solutions when it aligns with your business strategy.

Flexibility
Designed for swift and seamless deployment in the cloud, on-premise, or as a hybrid model, catering to your business needs.
Enhanced data
Powerful connector framework for a consolidated feed of data from your existing ACD into your best-in-class WFM solution.
Configurability
Building a configurable data flow of real-time and historical data for your specific operation requirements.

Integration flow

Connector features & benefits

Historical

Queue-based interval reporting for voice

Queue-based interval reporting for chat

Queue-based interval reporting for tasks

Queue-based interval reporting for email

Queue-based interval reporting for SMS

Queue-based interval reporting for Social (WhatsApp, Facebook Messenger)

15-minute reporting intervals

30-minute reporting intervals

Agent productivity reporting

APS reporting by Queue

APS reporting by agent

APS reporting by group

APS reporting by workgroup

APS reporting by skillset

APS reporting by routing profile

Ability to manually re-ship data

Configurable scheduling of reports

Configurable number of previous intervals to be resent each interval

Previous 2 hours of data re-shipped each interval

Data is pushed to the Connector

Real-time adherence

Aspect Universal Protocol

Amazon Connect Protocol

Configurable to source for RTA state mapping

Configurable to source for RTA reason code mapping

Support for custom agent status

Support for custom states

Multi-channel support

Browse all connector data sheets

Aspect Unified IP

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.

A UI screenshot showing an abstract version of the Workforce OS agent dashboard.

Request a demo

Experience the platform that helped define workforce solutions and explore new offerings designed to enhance your team’s workday.