TotalView Workforce Management plays a vital role at the core of your contact center, having a wealth of valuable information in its database - information that is crucial for the operation of many other applications within your contact center and within the enterprise.
The TotalView SmartSync Suite feature provides an open solution for easy, trouble-free data exchange between TotalView Workforce Management and other systems. SmartSync Suite encompasses two powerful solutions, SmartSync Central and SmartSync Exchange. SmartSync CentralSmartSync Central provides standardized interfaces to over 25 ACDs and other contact routing systems for the collection of historical and real-time information on queues and agents. It even collects information from multiple sources for the same agent. An innovative forms-based approach to data mapping allows new interfaces to be created quickly and enables existing interfaces to be easily customized, often with no programming required. SmartSync ExchangeSmartSync Exchange extends the benefits of SmartSync Central to other contact center applications and systems. Providing full data synchronization between systems, SmartSync Exchange simplifies the process of consolidating information within the center and eliminates the time and aggravation of having to enter redundant information in multiple systems. Information such as ACD login and log-out activity, agent information and statistics, schedules, adherence, forecasts and historical data is readily available through SmartSync Exchange. Advanced, Trouble-Free IntegrationsOther workforce management systems use simple database access technologies to share data, so when these systems are upgraded, the interfaces often no longer work due to changes in the underlying database structures. SmartSync Suite isolates TotalView's internal database structures from external systems, resulting in simpler, lower maintenance integrations with less downtime. Best-in-Class SolutionsSmartSync Suite allows you to select best-in-class solutions across the various contact center technologies without worrying about integration challenges. Best-in-class solutions free you from the limitations of single-vendor "suite" products with basic features and from being locked into solutions from a single provider. Flexible ConfigurationSmartSync Exchange export and import data formats are easily configured. The specific selection of data items is also configurable. You can export all data entities in a single file or export multiple files with separate data values. Exporting of calculated information, such as schedule adherence for agent scorecards, summarized schedule time for payroll and forecasted staffing levels for performance analysis, greatly simplifies the work needed to supply information to other systems. |
