Engage WFO™ equips contact centers with the tools needed to optimize customer interactions. Engage WFO combines the ease and power of our award-winning call recording technology with an array of best-practice workforce optimization technologies.
Together, these capabilities yield an affordable, flexible total recording, quality monitoring, and workforce optimization solution suitable for any size organization.
From capturing customer interactions to forecasting and scheduling, Engage WFO addresses every aspect of contact center operation. Engage WFO enables you to:
- Optimized the customer experience and increase revenue
- Capture and analyze complete customer interaction at every point of contact
- Streamline call times, ensure consistency, and increase quality
- Elevate agent performance and training, and improve retention and productivity
- Mine call content, optimize resources, and enhance the bottom line
ENGAGE RECORD: Auto or on-demand call recording, complete with live monitoring and exclusive Conversation Save™ technology
ENGAGE CAPTURE: Screen capture, playback and live desktop monitoring synchronized to audio playback
ENGAGE QUALITY: Comprehensive agent evaluation, immediate coaching, and centralized E-Learning with customized reporting to pinpoint solutions
ENGAGE ANALYZE: Speech analytics with easy keyword and phrase spotting or with full multi-channel analytics, automatic topic analysis, context and tone awareness, and customizable dashboards
ENGAGE DESKTOP ANALYTICS: Intelligent, automated actions driven by desktop events including auto pause/resume, annotated call records, and CRM integration
ENGAGE MANAGE: Workforce management with best-in-class forecasting, scheduling, planning, and real-time agent adherence
1101 Central Expressway, S.
- South Korea
workforce optimization call recording wfo