Workforce Engagement Management
More than half of customers’ interaction with businesses happens through contact centers. That means that customer experience (CX) is pretty important to your brand and business growth.
CX has a significant impact on customer satisfaction, which largely determines loyalty and retention. Your customers won’t feel any obligation to do business with you and might turn to your competitor if they don’t feel that you have met their needs. You need to control customer perception of your business by ensuring that customers get what they want when they call.
Workforce Engagement Management solutions ensure your agents are at their best on every customer interaction.
Workforce Engagement Management (formerly Workforce Management/ WFO)
Verint Systems is a Melville, New York-based analytics company which was founded in 2002. The company sells software and hardware products for customer engagement management, security, surveillance, and business intelligence. Their products are designed to assist clients in data analysis, specifically large data sets.
Bringing together NICE and inContact solutions to more effectively meet today’s omnichannel contact center needs with CXone unified cloud customer experience platform.
Calabrio, Inc. develops and markets software solutions. The Company offers call recording, quality management, speech analytics, workforce management, and performance management solutions, as well as planning, implementation, training, and support services. Calabrio serves customers worldwide.
CSI is the provider of Virtual Observer, a workforce engagement solution for contact centers.
CallMiner is a Massachusetts-based software company that develops speech analytics software. It was founded in 2002 and headquartered in Waltham, Massachusetts, with offices in Florida and the United Kingdom. As of September 2017, CallMiner has raised 5 rounds of venture funding.
Monet Software, Inc. offers human resource management software for contact centers. The company provides Monet Live, cloud-based software for workforce scheduling and management, legal compliance and quality check, call recording, and individual and overall performance analysis.