Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Nikola Cocovic
Head of Partnerships
Heriadhi Waskitho
Quality Auditor
Adrie Handria
Digital Analyst
Mezy Fadhila
HSSE Supervisor
Joel Jesper Alino
Vice President for Business Development
Safwan Khatib
Managing Director

Evaluating if the integration between your WFM & CX platform will be a big “Yes” - Calabrio - Blog

Evaluating if the integration between your WFM & CX platform will be a big “Yes”

Join Dave Hoekstra, WFM Evangelist, as he enters the realm of customer service integrations. If you’re interested to discover the integration potential between your existing platforms and a new WFM solution, Dave offers Teleopti’s four key considerations.

In today’s digital world, there are so many options to deal with. We are constantly bombarded with choices as to which product will suit our needs. The options that are available to us in our personal lives are staggering, but the same conundrum applies in the customer service world. It is not uncommon to have completely different software solutions for phone calls, chats, emails, and CRM cases. In some instances, that can be four or five different vendors to manage, with four or five different reporting structures. When evaluating potential vendors, did any of these questions come up in your contact center?

  • Which communication platform should we use to manage our inbound calls?
  • Does that platform handle chat and emails too, or will we need a different platform to handle those?
  • Will the platform integrate with our current software, such as CRM, surveys, or call recording/Quality Monitoring?
  • What happens if we buy something and it won’t integrate?

One question that is often overlooked during the process might be one of the most important:

  • Will this platform integrate with my Workforce Management software?

At Teleopti, we are often asked if we can integrate with a platform that is already established. Once the platform is in place and running, it is usually not an option to change the platform simply to ensure integration with a potential WFM solution, so the question now turns to:

  • Can Teleopti integrate with Platform “X”?

The good news is that the answer to this question is almost always “yes.” Whether we are talking about a well-established platform that has been in the contact center space for years (for example, a mammoth company that has made ACD software for 30 years) or a new, cutting edge CRM platform that is just entering the customer service field.

So how does Teleopti approach the question of integration? To just say “yes” is easy, but it quickly falls apart if there is nothing to back up such an answer. There are consequently several factors that play into answering “Yes.” So, you can understand your WFM integration potential better, here are the important factors that Teleopti considers before answering, “Yes, we can integrate with that!

1. Determine if the data is accessible.

Usually, the answer is yes, but there are situations where we simply cannot get the proper data that we need for the integration. A good example of this is if you use an off-the-shelf email program to answer your customer service emails. If that program does not track how many emails you receive and provide some sort of reporting, you have to resort to manually counting all emails. For most well-established software platforms, this isn’t an issue, but for some platforms that are newer on the market, things can get a little more difficult. A good rule of thumb is if you can run a report that shows how many interactions were received, especially by interval, you are in pretty good shape for an integration.

2. Find out how to get that information into your WFM software.

There are several tried and true methods of getting data out of your platform, but it all depends on the capability of the platform. We might be talking about flat file transfers, API connections, XML, or ODBC (database queries), but usually, if we can get information out of the platform systematically, things are looking up. Teleopti has integration experts that can help determine the right way to extract data from your platform and get it accurately into the WFM solution.

3. Consider exactly what you are trying to count.

With phone systems, this is easy. We are counting how many phone calls came in during a specific interval. But with complex databases like CRM, POS systems or banking systems, things get a little messier. Are we counting the number of cases that are opened, or does it make sense to count closed cases? What about cases that are opened, put on hold, and reopened several times over the course of a week? How many customers came into your store, or should we count total transactions? If you are having trouble answering these questions, so will a vendor like Teleopti. Understanding what needs to be tracked can be an integral part of creating a strong integration.

4. Ask the big question: is the integration worth the time and expense?

Sometimes, the answer is no. Maybe you don’t have a lot of employees handling that type of media, so a full integration might not provide the full benefit of a larger deployment. In that case, we might recommend manually entering the data into Teleopti WFM using our easy import methods. Instead of the software doing the work for you, entering the data into a template and adding to Teleopti WFM might be the smarter path, and it is easy to do! Discussing these options with a Teleopti representative might save you a lot of time, money, and headache. But if you see a certain channel is a huge source of customer demand and pull on employee resources, then it is worth creating the groundwork for higher automation, greater accuracy and lower effort in the long run.

Rest assured, if your data exists, you can probably integrate your WFM solution with it. It’s certainly a probability with Teleopti; we have out-the-box integration options to many platforms whether communication, CRM, or QM etc. Understanding the how and why of integrations can really assist in the decision-making process. Teleopti is always willing to assist in reaching those goals but knowing what makes sense before you start the journey can make the journey a pain-free process.

Speaking of integrations, read more about Teleopti Payroll Integration, an export of data generated from employee work schedules in Teleopti WFM, which can be imported directly into a payroll system.


Publish Date: February 25, 2019

2024 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019
Real-Time Adherence – the art of smarter schedulingMay 8, 2019
Evolving employee engagement with Workforce Management (WFM)April 30, 2019
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019
How patient are your customers? Erlang A may have the answerMarch 25, 2019
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019



Starting on the hour every hour today

Contact Center Design At A Leading International Bank

Coming up this Week

Contact Center Design At US BPO
Jul 20
A Refreshing Contact Center!
Jul 21

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =