Better output with workforce
engagement management
Unlock your team’s full potential, optimize your resources, and revolutionize customer experiences with the power of Workforce Engagement Management (WEM).
Trusted by forward-thinking companies:
Modernize your team with Nextiva’s
Workforce Engagement Management
How it works
Nextiva WEM
One platform for customer &
employee satisfaction
Increase customer loyalty
Reduce employee attrition
Powerful data insights
Performance Management
Intelligent Collaboration
Quality Monitoring & Agent Coaching
Agent Home Page Widgets
Supervisor Real-Time Dashboards
Agent-Facing instrumentation
Dynamic Scripting & Schopping Carts
AI-based Agent Assist & Tooling
Supervisory Custom Widgets
Presence Management
Internal Chat Support
Voice Memo Support
Call Transfers Person + Queue
Queue-based threading
Topic-based threading
Dynamic QM Surveys
Workitem + Cherry Picking Controls
AI-enabled Agent Scoring
Supervisory Dashboards
Supervisory Alarms
Workitem + Queue Detailed Views
Nextiva WEM Features
Nextiva WEM Features
Agent home page widgets provide motivating insight
- Supervisory goals
- KPI comparisons to peers
- Access to voice mail, callbacks
- Occupancy data
- Customisable widgets
Agent-facing shopping makes WEM a breeze
- Shopping carts customizable per campaign
- Use up-loadable product catalog
- Native capability needs no external software
- Ability to transfer data to CRM or back-end billing
Secure Payment Agent Assist is native and PCI-compliant
- Credit card data not seen or heard by agent
- Success codes written into CRM
- Agent gets real time status of transaction
- Automatic loop-back to agent
Agent-facing Knowledge Base adds WEM power
- Split screen allows view of dialog +KB suggestions
- Real time dialog fuels KB search
- Same KB can power customer communications
- Works with real time summarization
Real time call summarization removes burnout and adds accuracy
- Generative AI crushes time to summarize
- Reduces wrap-up time radically
- Agents can edit summary results
Supervisor home page widgets are customizable WEM tools
- All dashboards widgetizable
- All SLA & KPI stats available for widgets
- At-a-glance view of what’s important
- Customizable views
I’m a big fan of Nextiva.
Steve Wozniak
Co-founder at Apple