Accelerate Customer Engagement
with Call Recording and Workforce Optimization.
Improve customer service, accelerate performance, and drive business growth.
Understanding the conversation between customers and the contact center is vital. Contact centers need the right tools to make the right decisions to improve service, accelerate performance, and drive business growth. Engage WFO provides powerful, flexible tools for call recording, analytics, quality, and workforce management.
Improve customer experience
Success in the contact center as well as the company’s business is measured by customer satisfaction which leads to increased revenue/profitability and controlled costs. Engage WFO users improve the way they engage with customers through contact centers and across their organizations. Discovering valuable insights, making meaningful process changes and developing agent skills is easy with Engage WFO solutions. Reviewing customer interactions and providing real-time feedback ensures agents’ best efforts to deliver excellent service.
Drive business growth
Engage WFO enables best-practice operation, fosters efficiency, effectiveness, profitability and success. Mining recorded interactions uncovers intelligence for competitive advantage and better ways to meet customer needs. Develop the best strategies and learn the most effective language to win more business or more quickly service customers. Satisfied customers drive sustained success.
Mitigate risk and ensure compliance
Recording customer interactions with Engage WFO supports legal defense, mitigates liability risk, and satisfies policy/regulation compliance requirements for PCI-DSS, HIPAA, Sarbanes-Oxley, FIPS, and other regulatory requirements. Engage WFO provides the industry’s strongest encryption for both audio and screen recordings and effortlessly enables automatic pause and resume when sensitive data is conveyed. Agents only have access to content for which they are authorized through remarkably granular permissions based access.
Call recording, screen capture, and quality monitoring provide a clear view of customer interactions. Adherence to best practices ensures regulatory compliance. Analytics uncover insights and bottlenecks to streamline work so staff can respond quicker and most appropriately. KPIs, such as AHT and FCR, guide optimization. An intuitive user interface accelerates adoption and time-to-benefit, and continues to deliver as your organization grows and changes.
Achieve ultimate flexibility
Engage WFO deploys on premises or in the cloud with DOD-grade security and enterprise-grade resiliency. Tested and certified for leading telephony platforms, Engage WFO provides a consistent user experience regardless of changes in IT/telephony infrastructure. Easy-to-learn user interface allows ramping for seasonal demand variations.
Elevate employee satisfaction
Engage WFO optimizes staffing schedules so skilled agents are ready for customer questions and prepared to resolve issues quickly. Empowering and motivating employees with self-service schedule requests and gamification features to reward performance improves overall morale, reduces staff churn, and lowers costs.