About the Integration Service

The System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager. module gives you access to the Integration Server, an open integration platform Predefined logical group of server roles installed together on a physical server. that provides seamless information flow between contact The entire communication experience for a customer, from beginning to end. center data sources and applications, and the Workforce Optimization Solution, and other applications within the system.

The Integration Service consists of the following main software components:

The Integration Server, which resides on a server machine.
The System module within the suite. This module configures the server.
Integration packages, adapters, and interfaces for the most common types of ACDs. These include Time Collection, Historical Time Collection, Agent Sync, Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. Agent Stats, and Contact Statistics. Integration Server also provides generic adapters and interfaces that you can use as a framework to create custom adapters and integration packages.

The Integration Server supports data exchange using a variety of protocols including file based (XML or fixed format), all major database protocols, and a variety of proprietary based CRM and telephony protocols. In addition to integrating with the suite, Integration Server provides the functionality to manage integration with ACDs, CTIs, and email systems.