Webex WFO: AI-Powered Intelligence and Analytics

In terms of understanding your contact middle conversations, Webex WFO provides you highly effective analytics instruments designed to suit any staff. Able to take your analytics to the subsequent degree? Enterprise Analytics builds on the whole lot in Analytics & Transcription, including a sturdy layer of AI to unlock even deeper insights and automation.

Let’s break down the distinction between the Analytics & Transcription package deal and the Enterprise Analytics suite, so you could find the right match in your group.

Analytics & Transcription: Actionable Insights for Each Staff

The Analytics & Transcription package deal shines a light-weight in your operations, making it simpler than ever to grasp what’s occurring on the entrance traces. With this package deal, you possibly can:

• Transcribe Conversations: Robotically flip calls into searchable textual content so you possibly can simply assessment and analyze interactions.
• Phrase Supervisor: Construct customized phrases and classes to zero in on what issues most, then monitor their presence throughout each interplay for exact, actionable insights.
• Utility Utilization Reporting: See which apps are in play throughout requires higher oversight.
• Agent Explorer & Display screen Monitoring: Monitor agent actions and screens to make sure compliance and high quality.
• Desktop Analytics: Monitor how brokers use desktop functions to optimize workflows 
• Insights Reporting: Entry clear, actionable dashboards, and pattern studies to maintain efficiency on monitor.
• Superior Sentiment: Leverages AI to investigate the total interplay, capturing advanced emotional nuances from each prospects and brokers for richer insights.
• Interplay Abstract: Lets AI generate concise dialog summaries so supervisors can atone for key factors in seconds.

Who’s Analytics & Transcription for?

When you’re trying to step past fundamental reporting and need fast, correct insights into what’s occurring in your contact middle, this package deal is an ideal place to begin. You’ll be capable of monitor sentiment, search transcripts, and monitor agent exercise—all with easy-to-use dashboards.

Enterprise Analytics: The Subsequent Wave of AI-Powered Intelligence

With Enterprise Analytics, you get:

• Auto QM (Automated High quality Administration): Let AI routinely rating agent interactions, lowering handbook work and bias, and liberating up supervisor time for teaching.

• Trending Matters: AI highlights recurring themes and sizzling matters throughout buyer conversations so you possibly can shortly spot rising points or alternatives for enchancment.

Superior Sentiment: Together with the capabilities talked about beneath Analytics + Transcription, it additionally identifies shifts in buyer sentiment all through the dialog, revealing when and the place adjustments happen for deeper perception into the client expertise.

“With Webex WFO Enterprise Analytics, we’re introducing the subsequent technology of AI-Powered automation for supervisors in touch facilities”

 Willem Evert Nijenhuis, Senior Director, Product Administration 

Who’s Enterprise Analytics for?

In case your group wants superior automation, desires to remove handbook evaluations, or is aiming for a really data-driven contact middle, Enterprise Analytics is your answer. The AI-powered options enable you to shortly spot developments, coach brokers extra successfully, and make strategic enhancements—with out getting slowed down in time-consuming handbook work.

Fast Comparability

Making the Proper Selection

• For foundational analytics and searchable transcripts, Analytics & Transcription will get you up and working.
• For next-level AI automation for evaluations and AI-driven subject insights, Enterprise Analytics is the way in which to go. Do not forget that Enterprise Analytics Auto QM additionally helps eliminates perceived bias in evaluation throughout handbook analysis course of. It additionally frees up time for supervisors to carry out higher-order duties.

Each choices combine easily with these Webex Buyer Expertise options:

• Webex Contact Middle
• Webex Contact Middle Enterprise
• Unified Contact Middle Enterprise
• Packaged Contact Middle Enterprise
• Unified Contact Middle Specific options

Word: To make use of Enterprise Analytics, you’ll must have Full High quality Administration (QM) in place. 

Able to be taught extra about Webex WFO Analytics choices?

Go to the Webex Workforce Optimization (WFO) touchdown web page on assist.webex.com for guides and assets, or join along with your Cisco consultant to schedule a personalised demo.

For ordering guides and instruments, see Cisco Collaboration Ordering Guides – Cisco.