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Workforce management - Monitor and manage contact centre teams for optimal customer experience

Effectively manage live agent teams to make every customer chat or call a better experience

Nuance has a highly robust back-end Workforce Management solution to make your engagement experience function at scale.

Optimise your customer engagements across your workforce or down to the individual

{ "leadPara" : "Workforce Management provides a supervisor module and an agent interface. These two combine to deliver superior workforce management capabilities while also assisting in the optimisation of both chat and call engagements. " }

{ "leadPara" : "To properly manage the simultaneous nature of chat interactions – as opposed to the linear, sequential nature of phone calls – our Workforce Management solution allows effective, efficient monitoring with your online engagement workforce. Whether you need to manage a large workforce or check on a single agent to review compliance after a coaching session, our tools deliver the power, flexibility and speed needed to accomplish your goals." }

Optimise customer engagements

Administrative portal

Manage agent attributes, and view and configure reports while controlling overall site engagement operations.

Features

Learn how you can more effectively manage live agent teams.