Interact Strategies introduces Live Workforce CX
Live Workforce CX is a Cloud User Presence Management. It provides the ability to maintain and align users’ digital status and activities across all presence and activity tracking systems to improve visibility, awareness and accuracy of your current workforce assets.
Live Workforce CX synchronizes user’s availability and activity across the multiple systems an enterprise environment uses, such as chat and collaboration systems, CRM, contact center and many more that offers live presence and activity management features.
The Status synch engine provide a list of status and activity names form each systems used and provide an easy multi way mapping driven by the last activity update timestamp.
Simple setup to map users, status and activities across systems. The user sync provides a way to map users with different names, ID, activity codes and presence status across systems.
Historical information of Time in status and timestamps of activities are kept for reporting and data mining purposes. Historical data can be used to quantify productivity view trends, analyze and improve worker’s workflow.
Supervisors can use Live Workforce CX to view live summary and detailed user information.
Our cloud platform receives events and track user’s activity across multiple systems such as salesforce omnichannel, Microsoft teams, Nice InContact, Genesys, and others.