Artificial intelligence (AI)-powered workforce engagement management (WEM) has become a non-negotiable solution for contact centers to manage and improve employee experience (EX).
Amid resource pressures, businesses need creative ways to keep existing employees engaged and happy. AI-powered WEM solutions extend beyond integrating workforce and performance management and offer tools such as guided real-time agent and supervisor assistance that boosts employee satisfaction and improves talent retention.
With AI and automation implementation in WEM, contact centers can expect to boost agent well-being by reducing and managing agent and supervisor workloads and offering them the technology to work from anywhere. This results in improved EX, which translates to good customer experience (CX).
Leading WEM providers differentiate themselves by offering a rich set of AI-powered capabilities (such as guided agent/supervisor assistance, gamification, self-scheduling capabilities, long-term workforce planning, data-driven performance coaching, and performance enhancement) to support businesses to boost employee engagement and well-being and deliver exceptional CX across channels.
The SuccessKPI Advantage
SuccessKPI is a leading SaaS (Software as a service) provider that caters to WEM market demands with its AI-powered offerings including WFM, conversational analytics, speech and text analytics, quality management (QM), and agent and supervisor assistance.
Key advancements by SuccessKPI that cut through the noise among other WEM providers
SuccessKPI’s patented Playbook Builder™ allows businesses to automate real-time actions (such as sending an email or SMS, invoking a fraud identification routine, or sending a conversation to the evaluation workspace) based on data, to improve business outcomes.
The AI-powered Quantile Forecasting allows contact centers to address the uncertainty of forecasted weather values for better back-office management and workforce planning. The out-of-box weather and holiday index built-in feature incorporates historical and projected weather information into the forecasting model and is available for a large set of longitudes and latitudes.
Use of generative AI (GenAI) supercharges the product suite
SuccessKPI has bolstered its investment in GenAI use cases across business intelligence and reporting (a GenAI co-pilot to create dashboards and reports using natural language), speech and text analytics (GenAI-powered deep sense, topic mining, and phrase recommendation), QM (a GenAI evaluator co-pilot for real-time recommendations, feedback, and agent recommendations), and agent assist (a GenAI-powered knowledge search across customer relationship managers and real-time call summarization).
To facilitate frictionless adoption among its customers, SuccessKPI has bolstered its robust security positioning with a GenAI policy that ensures that customer data is explicitly excluded from testing and development activities, reinforcing data privacy.
Customer Ownership Experience and Success Stories
SuccessKPI’s customers have attested to the success of the platform. The pure SaaS platform has been appraised as easy-to-use and seamless AI integration drives frictionless product adoption. The fact that incremental AI capabilities are also offered at no additional cost continues to offer high-value for customers.
Two customer stories in particular represent SuccessKPI’s platform’s ability to achieve scalable and measurable results.
SuccessKPI collaborated with one of the world’s leading logistics companies to achieve a unified WEM across their global customer service operations. SuccessKPI enabled:
- Unified Global WEM. Enabled seamless integration across 200+ countries, transforming disconnected contact center deployments into a unified global WEM strategy.
- Language Automation. Implemented quality monitoring with automation in 90+ languages, significantly improving operational efficiency and scalability.
- Improved Analytics. Delivered integrated, real-time analytics to enable data-driven decisions across global operations, fostering better performance insights and consistent quality.
- Operational Consistency. Standardized processes and metrics globally, reducing variance and improving overall customer experience.
- Efficiency Gains. Reduced manual intervention in quality monitoring, freeing up resources and saving time across diverse teams.
SuccessKPI collaborated with a fortune 500 healthcare company to create a unified command center for their global WEM operations. The company had dozens of disconnected systems and technologies that needed to move to a centralized command center to give the company better control over their customer experience operations. SuccessKPI’s solution brought powerful results including:
- A Centralized Command Center. Transitioned dozens of disconnected systems into a unified command center, enabling real-time visibility and control over global WEM operations.
- Enhanced Customer Experience. Provided the tools to deliver consistent, high-quality customer experiences across multiple geographies and channels.
- Operational Efficiency. Streamlined WEM operations by consolidating technologies, reducing redundancies, and enhancing collaboration across teams.
- Scalable Insights. Leveraged centralized data to identify trends, address challenges proactively, and drive better strategic decisions.
- Improved Compliance. Achieved better regulatory alignment and reporting capabilities through centralized and standardized workflows.
The Future for WEM Providers and Customers
Frost & Sullivan’s 2024 Global WEM Customer Perspectives survey found that the key areas of focus for WEM providers are AI-powered forecasting and scheduling, advanced analytics, and agent assist.
- Two-thirds of organizations will be investing in WEM solutions over the next 5 years, with AI-powered forecasting and scheduling and advanced analytics cited as the top priorities over the next 2 years.
- The greatest migration to the cloud in 2025 will be for agent-assist solutions to empower agents, with 70% of businesses aiming to provide agents with the right information at the right time to fulfill customer needs and improve customer satisfaction (CSAT) scores.
Frost & Sullivan’s 2024 WEM Frost Radar research recommends that business customers invest in WEM vendors offering consultative and strategic support along with WEM technology. Optimizing human expertise and technological capabilities will result in a higher return on investment for customers. Successful providers will help clients bridge the gap between current needs and expected business outcomes.
SuccessKPI’s seamless AI-integration, intuitive usability, affordability, data-first approach, GenAI security policies, and investment in customer education make it a vendor to watch out for in 2025 and beyond.
