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Description
The NICE Employee Engagement Manager (EEM) acts as an essential element within the NICE Intelligent WFM SuiteTM, which provides a comprehensive WFM solution focused on intelligent automation for intraday management. EEM enhances staffing optimization after WFM schedules are released, seamlessly addressing staffing needs both throughout the day and weeks ahead. By proactively spotting staffing discrepancies, EEM mitigates potential issues before they can arise. It effectively addresses staffing shortages by continuously and automatically identifying gaps, determining suitable replacements, personalizing shift change proposals, and ensuring all schedules are promptly updated. Furthermore, EEM elevates employee involvement by tailoring self-scheduling options with pre-approved choices for intraday and short-term needs, offering 24/7 access through multiple channels, and facilitating timely notifications about shift changes via desktop alerts and mobile app prompts. This approach not only streamlines operations but also fosters a more engaged and responsive workforce.
Description
Cisco Webex Workforce Optimization offers a comprehensive suite of tools designed for managing team performance, thereby improving our Unified Contact Center Express and Webex Contact Center solutions. For supervisors to provide efficient, customer-centric service, they require access to essential data and tools that enable them to oversee team performance and foster outstanding customer interactions. By implementing scalable solutions for voice and screen call recording, along with quality evaluation methods, organizations can boost first call resolution rates and enhance overall team productivity. This solution alleviates the burden of scheduling from managers, allowing them to prioritize strategic enhancements and engage in real-time feedback processes. Additionally, by utilizing insights derived from speech and desktop action analysis, organizations can refine customer experiences while driving revenue growth. Importantly, Webex Workforce Optimization seamlessly integrates with Cisco Unified Contact Center Express and Webex Contact Center solutions, thereby enhancing the supervisor experience and contributing to the establishment of a world-class contact center. This integration ultimately paves the way for a more efficient operation where both customer satisfaction and team performance are prioritized.
API Access
Has API
API Access
Has API
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
NICE
Founded
1986
Country
United States
Website
www.nice.com/engage/workforce-optimization/employee-engagement-manager/
Vendor Details
Company Name
Cisco
Founded
1984
Country
United States
Website
www.webex.com/us/en/products/workforce-optimization.html
Product Features
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning
Product Features
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning