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Move to the cloud but keep one foot on the ground
Companies with traditional on-premises telephony systems from leading ACD providers can take their first step toward the cloud while leveraging their current on-premises PBX or ACD investment with NICE inContact CXone Workforce Engagement (WEM). Start your cloud journey with Workforce Engagement and rest easy knowing you have a clear path to a full contact center cloud transformation when you’re ready. CXone Workforce Engagement unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance the customer experience, and reducing labor waste. Our patented technology provides the industry's most accurate forecasts, helps foster employee ownership & accountability, and integrates seamlessly with your existing on-premise ACD or PBX.
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Improve customer experience
Understand the true experience your customers receive and automate measurable quality improvement plans
AchieveAchieve your NPS, CSAT, CES and other key quality objectives
IncreaseIncrease customer retention by detecting dissatisfaction
TransformTransform your contact center into an experience center
ImproveImprove customer loyalty by turning around bad experiences
Increase agent engagement and retention
Happy agents create happy customers. Empowering and helping your agents perform better will improve the customer experience and increase agent job satisfaction
IncreaseIncrease personal ownership of your agents
DecreaseDecrease supervisor workload while improving agent performance
ImproveImprove agent engagement and reduce attrition
DeliverDeliver better experiences for your agents
Achieve service levels at lower cost
Quickly pinpoint efficiency opportunities and easily implement repeatable solutions
OptimizeOptimize headcount requirements to achieve service level objectives
MinimizeMinimize administrator effort to generate an accurate forecast
GainGain full understanding of root cause and pain points within the customer journey
LowerLower repeat call volume by continuously identifying and resolving process issues
Protect and leverage existing investments
Seamlessly integrate WEM in the cloud with on-premises PBX and ACD solutions, providing a flexible journey to the cloud.
MaximizeMaximize existing on-premises investments while gaining benefits of the cloud.
DeliverDeliver continuous updates with industry-leading features.
ExpediteExpedite time to benefits with rapid deployment in days instead of months, and minimize ongoing IT support costs.
Our patented technology
- Provides the industry's most accurate forecasts
- Helps you foster a greater sense of employee ownership and accountability
- Seamlessly integrates with your existing on-prem solution