Average Ratings 0 Ratings

Total
ease
features
design
support

No User Reviews. Be the first to provide a review:

Write a Review

Average Ratings 0 Ratings

Total
ease
features
design
support

No User Reviews. Be the first to provide a review:

Write a Review

Description

The Ascent WorkZone workforce-management system not only predicts your workload but also devises optimal plans to accommodate that workload, translates those plans into practical schedules, allocates workers to those schedules, and makes necessary adjustments as the workload fluctuates, all while assigning tasks to workers in real time. By ensuring that the workforce's size, timing, and makeup align with the tasks at hand, the Ascent WorkZone system effectively reduces your operational costs. Additionally, it minimizes the time that planners, managers, administrators, and supervisors invest in creating plans and managing schedules, leading to further savings. The system is capable of dynamically modifying work schedules to adapt to real-time conditions, effectively responding to changes as they occur. Furthermore, it automatically detects situations such as worker shortages, excess personnel, and unassigned tasks as they arise, offering recommendations for worker reassignments, early departures, and cost-effective extra hours to optimize workforce efficiency. This proactive approach to workforce management not only streamlines operations but also enhances overall productivity.

Description

Zoom Workforce Engagement Management (WEM) merges Zoom's Workforce Management with Quality Management tools specifically designed for contact center operations. The Workforce Management component is responsible for predicting contact volumes across various channels, including voice, video, messaging, and email, while assisting planners in creating and modifying agent schedules, tracking adherence, and overseeing daily staffing needs. Agents are empowered to access their schedules and make requests for time off or shift changes, while supervisors have the capability to monitor staffing levels and scheduling activities. In addition, Quality Management leverages AI-driven evaluations and scorecards to analyze customer interactions, utilizing speech and text analytics to uncover coaching opportunities and identify prevalent service trends. This comprehensive, cloud-based suite serves the needs of customer experience professionals and contact center leaders, as well as workforce planners, quality managers, supervisors, and agents who collaborate on staffing, interaction assessments, and coaching initiatives. Furthermore, Zoom WEM seamlessly integrates with Zoom Contact Center and is available as part of the Zoom Contact Center Elite plan, enhancing the overall efficiency and effectiveness of contact center operations.

API Access

Has API No 

API Access

Has API Yes 

Screenshots View All

Screenshots View All

Integrations

ServiceNow No 
Workday HCM No 
Zendesk No 
Zoom Contact Center No 

Integrations

ServiceNow Yes 
Workday HCM Yes 
Zendesk Yes 
Zoom Contact Center Yes 

Pricing Details

$1 per month
Free Trial No 
Free Version No 

Pricing Details

$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 Trial No 
Free Version No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows No 
Mac No 
Linux No 
Chromebook No 

Deployment

Web-Based Yes 
On-Premises No 
iPhone App No 
iPad App No 
Android App No 
Windows Yes 
Mac Yes 
Linux Yes 
Chromebook No 

Customer Support

Business Hours Yes 
Live Rep (24/7) Yes 
Online Support Yes 

Customer Support

Business Hours No 
Live Rep (24/7) No 
Online Support Yes 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) No 
In Person Yes 

Types of Training

Training Docs Yes 
Webinars No 
Live Training (Online) No 
In Person No 

Vendor Details

Company Name

Ascent Technology

Founded

1986

Country

United States

Website

www.ascent.com

Vendor Details

Company Name

Zoom Communications

Founded

2011

Country

United States

Website

www.zoom.com/en/products/workforce-engagement-management/

Product Features

Workforce Management

Budgeting & Forecasting Yes 
Contractor Management No 
Employee Lifecycle Management Yes 
Labor Projection Yes 
Performance Appraisal No 
Recruiting Management No 
Scheduling Yes 
Skills Tracking Yes 
Time & Attendance Yes 
Variable Workforce Yes 

Product Features

Workforce Optimization (WFO)

Interaction Analytics No 
Liability Recording No 
Performance Management No 
Quality Management No 
Real-time Guidance No 
Reporting No 
Speech Analytics No 
Surveying No 
Workforce Management No 
eLearning No 

Alternatives

Ascente Reviews

Ascente

Compusource
Zoom Contact Center Reviews

Zoom Contact Center

Zoom Communications