Gartner recognizes Cisco for Webex Contact Center in 2023 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS).
Read more nowWebex Workforce Optimization
Optimize agent performance and customer satisfaction.
Power great customer experiences with engaged agents.
Arm supervisors with key resources to fully optimize the performance of contact center agents.
Workforce management
Plan and manage operations with advanced forecasting, adaptive scheduling, and smart automation.
Quality management
Monitor and examine interactions to identify areas of potential improvement to provide better customer service.
Analytics
Gain data-driven insights into the wants and needs of customers to improve their experience and ultimately drive more revenue.
Enable smart workforce management.
A highly agile and scalable workforce management solution that drives seamless experiences for customers, agents, and contact center managers.
Scheduling tools
Give agents the power to self-schedule, set availability, and trade shifts without the need for supervisor intervention.
Data explorer
Access reports and dashboards with up-to-date metrics that are most relevant to your contact center.
Gamification
Motivate employees and reward top-performing agents with achievement badges and scorecards.
Real-time adherence
Effortlessly monitor the live status of agents and view historical data to identify behavioral patterns.
SMSLink
Improve schedule awareness and observance with automated SMS notifications sent to agents whenever changes are made.
Create an experience center.
Integrate Webex Workforce Optimization with our next-generation cloud contact center platform to provide better experiences for both your agents and your customers, every single time.
Deliver consistent quality.
Tools to quickly identify, improve, and re-measure gaps in customer service quality.
Capture and monitor
See the progression of every interaction with real-time monitoring and recordings of calls and agent screens.
Evaluate and analyze
Assess various displays of data and administer post-call surveys for insightful customer comments.
Engage and motivate
Give representatives timely feedback and evaluation scores with a simple dashboard meant to facilitate advancement.
Access valuable analytics.
Turn customer feedback into usable and searchable data that can drive smarter business decisions.
Transform call audio
Best-in-class phonetics and speech-to-text engines allow keyword searching, filtering, and indexing of conversations.
Sentiment analysis
Customer satisfaction information with expandable details is delivered for every voice-transcribed interaction.
Intuitive interface
Big-picture trends are revealed in widget-based dashboards that also include more detailed activities and patterns.
Robust reporting
Dedicated dashboards, rich data visualizations, and interactive charts provide simple, organized views of business issues and the customer experience.
