Enables clients to leverage full capabilities of Microsoft Digital Contact Center Platform

TTEC Holdings, Inc., one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, announced that TTEC Digital has introduced Workforce Management (WFM) Adapter for Microsoft Dynamics 365 Customer Service, providing real-time visibility into workforce performance.

The WFM Adapter for Microsoft Dynamics 365 Customer Service enables managers to track key performance indicators, identify areas for improvement, and plan for future workload. This new product draws on TTEC Digital’s deep experience in building WFM adapters for cloud contact center platforms and expands the company’s capabilities to help Microsoft Dynamics 365 Customer Service customers optimize their workforce operations.

“As a launch partner for the Microsoft Digital Contact Center Platform (DCCP), TTEC Digital continues to pioneer new ways of enhancing the client experience and help users take advantage of the Microsoft platform and greater ecosystem,” said Dave Seybold, CEO of TTEC Digital. “WFM Adapter for Microsoft Dynamics 365 Customer Service will help clients uncover innovative strategies to learn from their contact center data and optimize workforce efficiencies.”

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TTEC Digital’s WFM Adapter makes it easier for clients to leverage the full capabilities of Microsoft DCCP, launched last year. It allows clients to use Microsoft DCCP as it was designed, using voice natively or combining telephony providers along with omnichannel capabilities from Microsoft and Nuance.

“The WFM Adapter from TTEC Digital complements our work with Microsoft DCCP. It is a key add-on that enables customers to adopt Microsoft DCCP for a truly end-to-end customer experience transformation,” said Charles Lamanna, Microsoft Corporate Vice President, Business Applications & Platform. “By connecting to the common workforce management systems customers already leverage, TTEC is delivering a modern experience built on Microsoft’s next generation platform.”

WFM Adapter for Microsoft Dynamics 365 Customer Service includes:

• Historical and real-time adherence data for voice, chat, and SMS interactions to start, with additional digital channels to follow
• Cloud-based technology offering scalability and reliability with deployments in multiple regions around the world to fit client data needs
• Easy-to-use user interface for setup and configuration of reporting options for what, and how, data is sent to WFM

WFM Adapter for Microsoft Dynamics 365 Customer Service is available in Microsoft’s AppSource.

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