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Cisco Webex Workforce Optimization (WFO) v1 – Instant Demo

Date
July 2020

Cisco Webex Workforce Optimization for Cisco Contact Center transforms the supervisor experience, giving supervisors access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences. Cisco Webex Workforce Optimization is a cloud-based workforce optimization suite available for both the on-premise Cisco Unified Contact Center Express and Cisco Webex Contact Center solutions.

Overview

Empower contact center supervisors to optimize agent performance and customer satisfaction!

For many businesses, the contact center is a strategic connection point with customers. Each positive customer experience supports corporate business objectives, such as increased sales and customer loyalty. But with the daily pressure to satisfy customer demands, it can be a challenge to keep contact center people and processes aligned with corporate business objectives—whether it is in sales performance or profitability.

To manage these expectations, it is the contact center supervisor who must deliver. It is the supervisor’s job to balance the goals of the business with the customer experience and agent behavior. To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance.

Cisco Webex Workforce Optimization transforms the supervisor experience, giving supervisors access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering exceptional customer experiences.

The powerful Webex Workforce Optimization suite of applications includes:

  • Call recording and quality management
  • Workforce management
  • Analytics

Call recording and quality management

The call recording and quality management component of Cisco Webex Workforce Optimization is a highly scalable voice and screen call recording and quality evaluation solution that supports agents, knowledge workers, and supervisors at any location.

  • Call recording enables 100-percent call recording of agents or knowledge workers for compliance and transaction verification and includes on-demand recording and archiving. It also includes the search and play application to find and play back recordings.
  • Quality management provides audio and screen call recording, quality evaluations, a performance dashboard, and reports.

Workforce management

A modern workforce management solution should do more than just digitize scheduling. It should help your people work smarter. It should help you make your people better. Cisco Webex Workforce Optimization workforce management gives you the toolset to get the very best from your people. Free managers from tedious scheduling so they can focus on strategic improvements and engage with real-time feedback and gamification.

When the average contact center spends 65 percent of its budget on human capital resources, balanced staffing can significantly influence customer service, customer satisfaction, efficiency, and costs. Yet workforce management can be complex for many contact centers — particularly smaller centers that cannot afford high-end packaged solutions. Workforce management offers simple integration: it is easy to learn and simple for managers and supervisors to use.

Analytics

Cisco Webex Workforce Optimization analytics helps organizations gain data-driven insights to improve the customer experience and to drive revenue with every customer interaction.

Companies can analyze interactions and make valuable discoveries about your customers, employees, and business. With sophisticated speech, desktop and text analytics, organizations can unlock a gold mine of intelligence buried in the contact center.

Empower contact center managers to transform every customer interaction into usable data. Then, distil that data into key trends and extract insights to drive profitable change across the business.

With Cisco Webex Workforce Optimization analytics, organizations will be able to recognize the insights that can help you increase revenue, optimize efficiency, improve customer satisfaction, and validate compliance activity in your contact centers. Create non-siloed, holistic reporting that aligns with unique business goals. Then, easily share this information in simple-to-understand dashboards, graphs, charts and highly customizable reports across the enterprise.

What’s New in v1

  • Call recording and quality management
  • Workforce management
  • Analytics

Scenarios

There is a dedicated scenario for each of the following demonstration features:

  • Agent Experience
  • Supervisor Experience
  • Analytics at the Macro and Micro Levels
  • Workforce Management – Forecasting & Scheduling

Resources