Sold by: Digiclarity, LLC
Seamlessly integrate Alvaria Workforce Management with Amazon Connect across regions, enabling real-time adherence, productivity reporting, and payroll customization.
Overview
Digiclarity offers comprehensive Alvaria WFM Integration Services for Amazon Connect, enabling enterprises to unify agent scheduling, adherence, and payroll tracking across single or multiple Amazon Connect instances, including those in ACGR (Global Resiliency) setups.
Our integration uses official Alvaria (formerly Aspect/Avaya) documentation and Amazon Connect APIs to ensure a compliant and scalable deployment.
Key Features Include:
- Alvaria–Amazon Connect Integration Framework Fully automated infrastructure for easy deployment across environments (Dev, UAT, Prod), leveraging AWS CDK/Terraform and Kinesis Data Streams.
- Real-Time Adherence (RTA) Integration Stream agent activity events from Amazon Connect into Alvaria WFM in real-time using Kinesis + Lambda, enabling precise adherence monitoring.
- Agent Productivity Reporting Ingest detailed agent activity data (e.g., login/logout, custom states, queue assignments) and map to WFM schedules.
- Multi-Region ACGR Support Integrate Alvaria WFM with multiple Amazon Connect instances in different regions (e.g., us-east-1, us-west-2) under Global Resiliency architecture.
- Custom WFM Report Logic Tailor Alvaria reports using custom state mappings, such as paid vs unpaid codes, and apply custom payroll logic based on your HR or finance rules.
- Monitoring, Logging, and Auditing Integrate logs with CloudWatch, encrypt streams with KMS, and provide dashboards for tracking ingestion and sync status.
Highlights
- Experience: Digiclarity has implemented Alvaria WFM integrations for major enterprise clients using Amazon Connect, achieving real-time adherence syncing and custom payroll reconciliation logic across multi-region setups.
- Real-Time Adherence with Kinesis & Multiple region support Stream agent state changes instantly into Alvaria using secure Kinesis + Lambda pipelines. Support for Amazon Connect instances deployed across AWS regions with Global Resiliency (ACGR).
- Custom Payroll & WFM Reporting Differentiate paid vs unpaid agent statuses and generate WFM reports that match your payroll and compliance needs.
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Support
Vendor support
Support Options: • Standard Business Hours Support • Premium 24x7 Support • Enterprise: Includes Infrastructure Automation, Monitoring Dashboards, and Audit Logs
Contact: • Email: support@digiclarity.com • SLA: 4-hour response (Standard) / 1-hour (Premium)