Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Workforce Engagement Management (WEM)
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.
Coaching and Performance Management
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
CSAT and Feedback Management (Voice of Customer)
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
Intercom offers a customer communication platform that unifies messaging, email, and chat into one inbox, enhancing customer support and engagement.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Workforce Engagement Management (WEM)
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.
Coaching and Performance Management
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
CSAT and Feedback Management (Voice of Customer)
Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.
Optimize workforce scheduling, forecasting, and performance. Effectively manage your team with tools for time tracking, attendance, scheduling, and employee engagement.
Intercom offers a customer communication platform that unifies messaging, email, and chat into one inbox, enhancing customer support and engagement.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.