Workforce Engagement Management (WEM) and Workforce Optimization (WFO) software integrate contact center and back office performance management, fraud prevention, e-learning, analytics including voice, desktop, and sentiment (customer and agent) and workforce management to help a businesses understand how effective and efficient the customer and employee interaction are. This information is vital to the success of many Fortune 500 enterprises to provide insight into customer behavior for operations and marketing purposes.
Workforce Engagement Management (WEM) and Workforce Optimization (WFO) deliver a unified platform for measuring and continuously maximizing the quality and efficiency of all contact center and back office operations. It will arm you with the information you need to ensure that the right people with the right skills are in the right place at the right time. Fraud prevention, call recording, quality management, workforce management, training, coaching and analytics/ voice of the customer and sentiment analysis tools all deliver important value to the entire organization when they are properly integrated and used.