MetriNote – Microsoft to Support Third-Party WFM

Jan. 5, 2024 – Microsoft has announced the addition of workforce management (WFM) to its Dynamics 365 Customer Service omnichannel solution, which is part of the company’s Digital Contact Center Platform contact center-as-a-service (CCaaS) platform. Touting an open approach, Microsoft is facilitating WFM via a TTEC Digital adapter that provides connectivity to Alvaria, Calabrio, NICE, and Verint WFM software. The adapter allows data transfer to and from the WFM apps and Dynamics 365 Customer Service, and supports features such as real-time adherence reporting, historical reporting, and demand forecasting for inbound voice, SMS, email, chat, and digital messaging channels. In addition, a schedule sync feature (initially for Calabrio only) will allow the import of schedules created in the WFM into the Dynamics 365 Customer Service agent calendar. TTEC handles implementation, which at a minimum requires purchase of a $12,900 base install package. The WFM Adapter subscription costs $8 per named agent/month.