Calabrio Workforce ManagementCalabrio
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Zoom Workforce Engagement ManagementZoom Communications
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Related Products
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About
Revolutionize how you manage and empower your workforce. Calabrio WFM’s dynamic cloud and on-premise solutions enable contact centers to plan and manage operations, engage employees and create stellar customer experiences. Combining optimized staffing with employee engagement possibilities, Calabrio WFM enhances visibility, adaptability and performance. Mobile-ready, agent-friendly, meet a solution that unleashes the potential of your organization and people. Our self-service and dynamic scheduling technology will match the dynamism of your operations, fostering a more flexible, desirable working environment that meets the needs of your employees. Incorporate powerful technology into your WFM processes via self-service Agent tools and automated contact center platform connectors to streamline forecast creation, schedule generation and communication processes. Engage employees with timely feedback and gamification tools to foster growth and development, while providing the flexibility.
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About
Zoom Workforce Engagement Management (WEM) combines Zoom Workforce Management and Zoom Quality Management for contact center operations. Workforce Management forecasts contact volumes across voice, video, messaging, and email, then helps planners build and adjust agent schedules, monitor adherence, and manage intraday staffing. Agents can view schedules and submit time-off or shift requests; supervisors can review staffing and schedule activity. Quality Management uses AI-assisted evaluations and scorecards to assess customer interactions, with speech and text analytics to help identify coaching opportunities and service trends. The cloud-based suite is for customer experience and contact center leaders, workforce planners, quality managers, supervisors, and agents coordinating staffing, interaction reviews, and coaching. Zoom WEM integrates with Zoom Contact Center and is included with the Zoom Contact Center Elite plan.
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Platforms Supported
Windows
Supported
Mac
Not Supported
Linux
Not Supported
Cloud
Supported
On-Premises
Supported
iPhone
Not Supported
iPad
Not Supported
Android
Not Supported
Chromebook
Not Supported
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Platforms Supported
Windows
Supported
Mac
Supported
Linux
Supported
Cloud
Supported
On-Premises
Not Supported
iPhone
Not Supported
iPad
Not Supported
Android
Not Supported
Chromebook
Not Supported
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Audience
Contact centers and businesses interested in a professiona solution to drive productivity and enhance the customer experience
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Audience
Contact center and customer experience leaders, workforce planners, quality managers, supervisors, and agents responsible for staffing, schedules, adherence, interaction review, and coaching.
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Support
Phone Support
Not Supported
24/7 Live Support
Supported
Online
Not Supported
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Support
Phone Support
Not Supported
24/7 Live Support
Not Supported
Online
Supported
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API
Offers API
Not Supported
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API
Offers API
Supported
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Screenshots and Videos |
Screenshots and Videos |
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Pricing
No information available.
Free Version
Not Supported
Free Trial
Supported
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Pricing
$149/user/month
Workforce Engagement Management is included in Zoom Contact Center Elite, priced at $149 per user per month with annual billing or $179 per user per month with monthly billing.
Free Version
Not Supported
Free Trial
Not Supported
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Reviews/
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Reviews/
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Training
Documentation
Supported
Webinars
Supported
Live Online
Supported
In Person
Supported
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Training
Documentation
Supported
Webinars
Not Supported
Live Online
Not Supported
In Person
Not Supported
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Company InformationCalabrio
Founded: 1995
United States
www.calabrio.com/products/workforce-management/
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Company InformationZoom Communications
Founded: 2011
United States
www.zoom.com/en/products/workforce-engagement-management/
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Alternatives |
Alternatives |
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Categories |
Categories |
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Workforce Management Features
Budgeting & Forecasting
Not Supported
Contractor Management
Not Supported
Employee Lifecycle Management
Not Supported
Labor Projection
Not Supported
Performance Appraisal
Not Supported
Recruiting Management
Not Supported
Scheduling
Supported
Skills Tracking
Supported
Time & Attendance
Supported
Variable Workforce
Supported
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Integrations
Qmatic Experience Cloud
Supported
Qmatic Orchestra
Supported
Qwaiting
Supported
ServiceNow
Not Supported
Workday HCM
Not Supported
Zendesk
Not Supported
Zoom Contact Center
Not Supported
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Integrations
Qmatic Experience Cloud
Not Supported
Qmatic Orchestra
Not Supported
Qwaiting
Not Supported
ServiceNow
Supported
Workday HCM
Supported
Zendesk
Supported
Zoom Contact Center
Supported
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