Zoom Workforce Engagement ManagementZoom Communications
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Related Products
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About
Shiftsmart is a workforce management platform that enables companies to source, schedule, deploy, manage, pay, and review their workforce efficiently. It connects skilled workers with companies needing flexible staffing solutions, allowing for real-time coordination and communication. Shiftsmart's technology facilitates the rapid filling of shifts with qualified, trained workers and supports the creation of flexible schedules that align with both business needs and worker preferences. It offers tools for sourcing workers based on detailed profiles, onboarding at scale, automated scheduling, real-time performance management, and scalable communication through in-app and SMS messaging. Shiftsmart has been utilized by various organizations, including the Small Business Administration, to quickly establish contact centers and manage large-scale staffing needs.
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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
Not Supported
Mac
Not Supported
Linux
Not Supported
Cloud
Supported
On-Premises
Not Supported
iPhone
Supported
iPad
Supported
Android
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
Enterprise operations and HR leaders searching for a tool to manage large, distributed workforces with agility, enabling rapid scaling and efficient shift fulfillment
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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
Not Supported
Online
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
Free
Free Version
Supported
Free Trial
Not 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
Not Supported
Live Online
Supported
In Person
Not Supported
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Training
Documentation
Supported
Webinars
Not Supported
Live Online
Not Supported
In Person
Not Supported
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Company InformationShiftsmart
United States
shiftsmart.com
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Company InformationZoom Communications
Founded: 2011
United States
www.zoom.com/en/products/workforce-engagement-management/
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Categories |
Categories |
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Integrations
ServiceNow
Not Supported
Workday HCM
Not Supported
Zendesk
Not Supported
Zoom Contact Center
Not Supported
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Integrations
ServiceNow
Supported
Workday HCM
Supported
Zendesk
Supported
Zoom Contact Center
Supported
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