Run a more efficient contact center and elevate the worker experience with native Workforce Engagement Management built into your CRM. Reduce operational costs and optimize staffing across every channel with predictive AI forecasting, capacity planning, and schedule management. Adapt quickly to changing demand with real-time intraday visibility, and improve customer interactions through objective quality evaluations and performance insights.
- Workforce Management
Forecast demand, plan capacity, and schedule your contact center workforce. Create workloads from historical queue data, generate forecasts, calculate staffing requirements by job profile, and automatically create and assign shifts. Monitor workforce activity with Intraday and support employee self-service with integrated work calendars. - Quality Management
Improve the quality of customer interactions by evaluating reps against objective criteria and generating performance insights.