Workforce Engagement Management (WEM)

Deliver effortless customer experiences with AI-powered quality management, automated scorecards, interaction analytics, and more.

A woman viewing the sentiment analysis score in the RingCentral app on a laptop

Empower agents with AI tools

Stay organized, work efficiently, and keep your team motivated with Workforce Engagement Management (WEM) in your contact center.

AI-powered features

Get AI-generated call summaries, scoring, and feedback. Plus, AI-powered forecasting and scheduling eliminates guesswork.

Conversational insights

Get a complete view of customer sentiment and agent performance by analyzing 100% of interactions.

Agent empowerment

Our self-service interface makes it easy  to enable schedule requests along with shift bidding and trading.

Efficient operations

AI Quality Management allows supervisors to coach at scale, while Workforce Management (WFM) makes it easy to optimize resource costs with the right mix of agents.

See our AI Quality Management features in action

A laptop screen displaying an agent's dashboard within the RingCentral RingCX app

Workforce engagement software features for all areas of your contact center

The best WEM software has all the features you need to monitor customer satisfaction and demand, assess agent performance, and help you improve that performance on an individual and contact center-wide level. RingCentral RingCX provides all crucial Workforce Engagement Management software features including, AI quality management, interaction analytics, and workforce management.

AI Quality Management

Automate agent scoring, coaching, and feedback with AI.

A contact center manager reviewing agent performance with RingCX intelligent scoring

AI Quality Management

Automate agent scoring, coaching, and feedback with AI.

Enhance reviews with AI-powered scoring

Automatically score every customer interaction with AI-powered scorecards. Managers can view scorecards at a glance, and dive into the details of each individual conversation.

Improve agent performance

Easily identify performance gaps by leveraging scorecards, summaries, transcripts, and recordings of every customer interaction for targeted agent development.

Quickly surface trends and topics

Keep a finger on the pulse of your contact center by tracking keywords, competitive mentions, and common objections.

Interaction Analytics

Get AI-powered customer satisfaction insights from every call

Interaction Analytics

Get AI-powered customer satisfaction insights from every call

Get a complete understanding of your customer base

Analyze 100% of your calls for more comprehensive and accurate results than traditional manual surveys.

Automate data collection and analysis

RingCX Interaction Analytics automatically calculates customer satisfaction (CSAT), Net Promoter Score (NPS), and overall customer sentiment.

Uncover actionable insights

Visualize trends, spot bottlenecks, and prioritize high-impact changes using AI-powered dashboards.

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A contact center manager using RingCX to review CSAT and NPS score

Workforce Management

Maximize operational efficiency with comprehensive Workforce Management (WFM) features.

A contact center agent assisting a customer over the phone

Workforce Management

Maximize operational efficiency with comprehensive Workforce Management (WFM) features.

Optimize resource planning

Create balance across your contact center and always have the right mix of available agents with AI-driven forecasting.

Empower every agent

Boost employee satisfaction and reduce turnover by giving agents a voice in  managing their schedules.

Manage real-time schedule adherence

Track real-time adherence & interaction volume, and make changes to resourcing to maintain service-level targets.

Workforce engagement solutions that deliver real-world benefits

Trusted by 400,000+ businesses, RingCX empowers contact centers to improve CSAT, streamline operations, and deliver exceptional service.

Read the case study

What amazes me is how intuitive RingCX is.  It brings voice calls and all our digital channels into a single pane of glass.

Jaimie Bell, VP of Client Solutions | Office Gurus

$3.2m

In savings with a reduction
in cost per transfer

34%

Increase in
Qualified Leads

Products used:

RingCX

Read the case study

RingCentral helped us cut wait times by 40%. For our patients, that impact is incredibly meaningful.

Zac Shannon, IT Manager | MedCare Equipment Company

40%

Reduction in average
call wait times

20%

Improvement in resolving customer issues and closing deals

Products used:

RingCX

RingEX

Analytics

Read the case study

RingCX helped Worldwide Express exceed our customer SLAs by 10%.

Cheryl Hisdahl, Contact Center Manager | Worldwide Express

125k

Companies served

#2

Largest private freight brokerage in the US

Products used:

RingCX

Read the case study

Before, we spent 13+ hours a month reviewing over 100 calls. Now, AI identifies key moments in 1-2 minutes, reducing review times to 5 hours so managers can coach more effectively.

Joe Phelps, Intake Director | The Husband and Wife Law Firm

15x

Faster workflows and cost savings

66%

Improvement in call handling speed

Products used:

RingCX

Check out the latest innovations

Integrations

RingCX direct routing for Microsoft Teams

CRM INTEGRATIONS

Immersive agent experiences, powered by AI

AI QUALITY MANAGEMENT

Coach agents faster with AI-automated scorecards

WORKFLOW BUILDER

Automate tasks with easy to use, customizable SMS rules

The complete contact center solution

Bring all your employee and customer experiences together with RingCentral.

RingCX

Easily manage agents, coach performance, and improve customer satisfaction with every interaction.

Outbound

Sell, collect, and proactively support with dynamic outbound contact center  and campaign management.

Omnichannel

Connect with your customers across voice and 20+ digital channels including web, social media, and messaging. 

AI Assist

Never miss a beat with in-the-moment answers and targeted supervisor support during live customer interactions.

IVA

Offer both voice and digital self-service capabilities to your customers with intelligent virtual agents.  

The AI Notes feature of the RingCentral RingSense AI

Workforce Engagement Management (WEM) FAQs

Workforce Engagement Management tools are the software solutions that support your customer support teams. Platforms like RingCentral RingCX come equipped with essential features such as AI quality management scorecards, live sentiment analysis, WFMO tools, and much more—all built-in to elevate your contact center operations.

Employee engagement is about how committed and connected your team feels to their work. It’s a reliable indicator of how happy they are in their roles. When employees are happier, they’re less likely to leave or start looking for a new job. By focusing on improving engagement, you’re not only boosting morale but also building a stronger, more loyal team while reducing the high costs associated with turnover.

There are many different call center metrics which can feed into overall Workforce Engagement Management analytics. Practical measures such as agent occupancy and agent utilization rates tell you how busy your staff are if their time is being used efficiently. Agent attrition rate, meanwhile, gives a top-level view of turnover and—consequently—agent engagement.

Customer-centric metrics play a role, too, however. CSAT or CES values and other measures of customer happiness can also provide insights into engagement and how it ultimately impacts the service offered by your contact center.

This differs from one tool to the next and depends very much on the provider and the type of platform you opt for. RingCentral RingCX is a holistic omnichannel contact center solution, with comprehensive Workforce Engagement Management features built in. Its straightforward and affordable pricing starts at $65 per agent, per month, when paid annually.

The best WEM software has all the features you need to monitor customer satisfaction and demand, assess agent performance, and help you improve that performance individually and contact center-wideon an individual and contact center-wide level. RingCentral RingCX provides all crucial Workforce Engagement Management software features including:, AI quality management, conversation interaction analytics, and workforce management.

Create effortless customer experiences with RingCentral

Experience our AI-powered contact center in action.