Average Ratings 1 Rating
Average Ratings 0 Ratings
Description
Enhance your workforce engagement and boost contact center efficiency without raising expenses. Aspect Workforce, previously known as Alvaria Workforce & Aspect Workforce Management, equips your organization with essential tools to optimize performance, monitor progress, enhance agent capabilities, and minimize turnover rates. Beginning with our industry-leading workforce optimization features, the WEM Suite incorporates employee-focused elements like gamification to enrich the agent experience. This powerful integration results in a comprehensive workforce engagement solution unmatched in the industry. By utilizing Aspect Workforce, your contact center can leverage technology effectively, accommodating teams whether they are on-site, remote, or working from home. Select the necessary resources from our WEM offerings to foster superior customer interactions, elevate customer satisfaction, and cultivate a more engaged workforce—all while keeping operational costs low. Investing in these solutions sets the stage for long-term success and sustainability in your contact center operations.
Description
Zoom Workforce Engagement Management (WEM) merges Zoom's Workforce Management with Quality Management tools specifically designed for contact center operations. The Workforce Management component is responsible for predicting contact volumes across various channels, including voice, video, messaging, and email, while assisting planners in creating and modifying agent schedules, tracking adherence, and overseeing daily staffing needs. Agents are empowered to access their schedules and make requests for time off or shift changes, while supervisors have the capability to monitor staffing levels and scheduling activities. In addition, Quality Management leverages AI-driven evaluations and scorecards to analyze customer interactions, utilizing speech and text analytics to uncover coaching opportunities and identify prevalent service trends. This comprehensive, cloud-based suite serves the needs of customer experience professionals and contact center leaders, as well as workforce planners, quality managers, supervisors, and agents who collaborate on staffing, interaction assessments, and coaching initiatives. Furthermore, Zoom WEM seamlessly integrates with Zoom Contact Center and is available as part of the Zoom Contact Center Elite plan, enhancing the overall efficiency and effectiveness of contact center operations.
API Access
Has API
No
API Access
Has API
Yes
Integrations
Aspect Performance
Yes
Aspect Quality
Yes
Chatterbox
Yes
ServiceNow
No
Workday HCM
No
Zendesk
No
Zoom Contact Center
No
Integrations
Aspect Performance
No
Aspect Quality
No
Chatterbox
No
ServiceNow
Yes
Workday HCM
Yes
Zendesk
Yes
Zoom Contact Center
Yes
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
$149/user/month
Workforce Engagement Management is included in Zoom Contact Center Elite, priced at $149 per user per month with annual billing or $179 per user per month with monthly billing.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
Yes
Mac
Yes
Linux
Yes
Chromebook
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
No
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
No
Webinars
No
Live Training (Online)
No
In Person
No
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Vendor Details
Company Name
Aspect, an Alvaria Brand
Founded
2021
Country
United States
Website
www.aspect.com
Vendor Details
Company Name
Zoom Communications
Founded
2011
Country
United States
Website
www.zoom.com/en/products/workforce-engagement-management/
Product Features
Workforce Management
Budgeting & Forecasting
No
Contractor Management
No
Employee Lifecycle Management
No
Labor Projection
No
Performance Appraisal
No
Recruiting Management
No
Scheduling
No
Skills Tracking
No
Time & Attendance
No
Variable Workforce
No
Workforce Optimization (WFO)
Interaction Analytics
No
Liability Recording
No
Performance Management
No
Quality Management
No
Real-time Guidance
No
Reporting
No
Speech Analytics
No
Surveying
No
Workforce Management
No
eLearning
No
Product Features
Workforce Optimization (WFO)
Interaction Analytics
No
Liability Recording
No
Performance Management
No
Quality Management
No
Real-time Guidance
No
Reporting
No
Speech Analytics
No
Surveying
No
Workforce Management
No
eLearning
No
Alternatives
Alternatives
No Alternatives