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Workforce Engagement Management – WEM

Workforce Engagement Management (WEM) - Optimize Your CX

Create a No-Limit Workforce

Give your employees the winning tools to achieve and exceed their potential and deliver exceptional customer experiences that set you apart.

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Unlock limitless potential for your brand

CXone Mpower WEM is now open to everyone, empowering teams to deliver seamless customer experiences.

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Workforce Engagement Management (WEM): FAQs

CXone WEM offers comprehensive digital channel support, empowering businesses to manage interactions seamlessly in an asynchronous and omnichannel environment. Leveraging innovations like True to Interval (TTI) analytics, it ensures precise forecasting and staffing tailored to the unique demands of asynchronous digital channels. CXone WEM enhances every step of the quality and performance cycle for digital channels with features such as auto-sampling, automated form-filling, and compatibility with channel-specific metrics, KPIs, and characteristics. Additionally, CXone Supervisor provides robust real-time intervention capabilities, including monitoring, joining, and taking over interactions across all digital channels.

CXone Mpower WEM suite offers flexible tools on a native CX platform capabilities to ensure seamless operations for hybrid and remote teams. Features like AI-driven scheduling, performance analytics, and real-time collaboration enable managers to stay connected with their teams, provide timely feedback, and maintain high productivity levels—no matter where employees are located.

CXone Mpower WEM stands out with cutting-edge AI and Generative AI (GenAI) capabilities, including solutions like Copilot for Supervisors. These solutions provide real-time insights, automate repetitive tasks, and deliver AI-driven quality evaluations. Unique offerings like the CXone Interactions Hub unify voice and digital channels, ensuring regulatory compliance and streamlining workflows. Additionally, features like AI-powered gamification and TTI analytics position CXone WEM as a market leader, addressing the evolving needs of modern contact centers with innovation and efficiency.