Alvaria re-launches Aspect, the industry's most-beloved workforce engagement brand

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

Read the 2024 recap

Zendesk to Aspect Workforce Connector

Streamlining your workforce management

Aspect provides WFM connectors designed to facilitate the gathering, integration, and utilization of data for real-time, business-driven decision making and enhancing all facets of customer interactions. The connector integrations provide increased adaptability, whether deployed on-site or in cloud environments, ensuring a smooth transition to cloud-based solutions that align 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

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.