RingCX | AI Workforce Engagement Management (WEM)
Scale faster with Workforce Engagement Management
Deliver best-in-class customer experiences with AI-powered quality management, automated scorecards, interaction analytics, and more.
Empower agents with AI tools
Stay organized, work efficiently, and keep your team motivated with Workforce Engagement Management (WEM) 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 agent performance by analyzing 100% of interactions with AI Quality Management.
Get in-depth interaction insights
Enhance your understanding of customer sentiment with AI-powered CSAT from 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 Quality Management features in action
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.
Understand your customer base
Analyze 100% of your calls for more comprehensive and accurate results than traditional manual surveys.
Automate data collection and analysis
RingCX Interaction Analytics automatically calculates customer satisfaction (CSAT), Net Promoter Score (NPS), and overall customer sentiment.
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 resource planning
Create balance across your contact center and always have the right mix of available agents with AI-driven forecasting.
Empower every agent
Boost employee satisfaction and reduce turnover by giving agents a voice in
managing their schedules.
Manage real-time schedule adherence
Track real-time adherence & interaction volume, and make changes to resourcing to maintain service-level targets.
Workforce engagement solutions that deliver real-world benefits
Trusted by 400,000+ businesses, RingCX empowers contact centers to improve CSAT, streamline operations, and deliver exceptional service.
Check out the latest innovations
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.
Create effortless customer experiences with RingCentral
Experience our AI-powered contact center in action.
Contact sales
Let’s talk about bringing your team and customer conversations together on one AI-powered communications platform.
Chat with us
Something went wrong. Please use another contact option or try again later.
Since you've rejected our website cookies, you will not be able to chat with us directly. Please call or book a meeting.
Looking for product support? Visit our Support Center.