RingWEM | AI Workforce Engagement Management
Scale faster with Workforce Engagement Management
Deliver best-in-class customer experiences with AI-powered quality management, interaction analytics, and workforce management.
Analyze every agent, human or AI
Score and coach your team, AI Agents included, with RingWEM in your contact center.
Leverage AI capabilities
Generate call summaries, scoring, and predictive CSAT with AI. Eliminate guesswork using AI-powered forecasting and scheduling.
View performance analytics
Get a complete view of AI and human agent performance by analyzing 100% of interactions with AI Quality Management.
Get in-depth interaction insights
Enhance your understanding of customer sentiment from AI and human conversations with AI Interaction Analytics.
Scale service operations
Use AI Workforce Management (WFM) to easily optimize resource costs with the optimal mix of agents.
See our AI Workforce Management features in action
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Feature Spotlight
Complete visibility for every interaction
Transform your contact center with AI and Human Agent Orchestration, one view for every agent, AI or human.
Watch AI agents handle live calls, just like your team
Score AI and human agents against the same quality bar
Analyze AI agent interactions for customer sentiment
Track the full journey, even when AI hands off to a human
AI Quality Management
Automate agent scoring, coaching, and feedback with AI.
AI Quality Management
Automate agent scoring, coaching, and feedback with AI.
Enhance reviews with AI-powered scoring
Automatically score every customer interaction with AI-powered scorecards. Managers can view scorecards at a glance, and dive into the details of each individual conversation.
Improve agent performance
Easily identify performance gaps by leveraging scorecards, summaries, transcripts, and call and screen recordings of every customer interaction. Use AI QM Coaching Insights to create targeted agent development plans.
Quickly surface trends and topics
Keep a finger on the pulse of your contact center by tracking keywords, competitive mentions, and common objections.
AI Interaction Analytics
Get AI-powered customer satisfaction insights from every call
AI Interaction Analytics
Get AI-powered customer satisfaction insights from every call
Get a complete understanding of your customer base
Analyze 100% of your calls for more comprehensive and accurate results than traditional manual surveys.
Automate data collection and analysis
RingCX AI Interaction Analytics automatically calculates predictive customer satisfaction (CSAT).
Uncover actionable insights
Visualize trends, spot bottlenecks, and prioritize high-impact changes using AI-powered dashboards.
AI Workforce Management
Maximize operational efficiency with comprehensive Workforce Management (WFM) features.
AI Workforce Management
Maximize operational efficiency with comprehensive Workforce Management (WFM) features.
Optimize forecasting and scheduling
Create balance across your contact center and always have the right mix of available agents with AI-driven forecasting.
Manage real-time schedule adherence
Track real-time adherence and automate attendance monitoring for full agent visibility and to understand how agents work.
Empower agents from anywhere
Leverage a mobile WFM app to improve communication and engagement on the go for both supervisors and agents.
Workforce engagement solutions that deliver real-world benefits
Trusted by 600,000+ businesses, RingCX empowers contact centers to improve CSAT, streamline operations, and deliver exceptional service.
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Workforce Engagement Management (WEM) FAQs
Workforce Engagement Management tools are the software solutions that support your customer support teams. Platforms like RingCentral RingCX come equipped with essential features such as AI quality management scorecards, live sentiment analysis, WFMO tools, and much more—all built-in to elevate your contact center operations.
Employee engagement is about how committed and connected your team feels to their work. It’s a reliable indicator of how happy they are in their roles. When employees are happier, they’re less likely to leave or start looking for a new job. By focusing on improving engagement, you’re not only boosting morale but also building a stronger, more loyal team while reducing the high costs associated with turnover.
There are many different call center metrics which can feed into overall Workforce Engagement Management analytics. Practical measures such as agent occupancy and agent utilization rates tell you how busy your staff are if their time is being used efficiently. Agent attrition rate, meanwhile, gives a top-level view of turnover and—consequently—agent engagement.
Customer-centric metrics play a role, too, however. CSAT or CES values and other measures of customer happiness can also provide insights into engagement and how it ultimately impacts the service offered by your contact center.
This differs from one tool to the next and depends very much on the provider and the type of platform you opt for. RingCentral RingCX is a holistic omnichannel contact center solution, with comprehensive Workforce Engagement Management features built in. Its straightforward and affordable pricing starts at $65 per agent, per month, when paid annually.
The best WEM software has all the features you need to monitor customer satisfaction and demand, assess agent performance, and help you improve that performance individually and contact center-wideon an individual and contact center-wide level. RingCentral RingCX provides all crucial Workforce Engagement Management software features including:, AI quality management, conversation interaction analytics, and workforce management.
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Experience our AI-powered contact center in action.
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