Engage 2017: Breakout Session Tracks
Authentication and Compliance
Improve the security of interactions, enhance compliance with regulations, and mitigate risk with solutions designed to meet the needs of today’s organizations.
Gain visibility and actionable intelligence into work, people, and processes to help drive improvements in productivity, efficiency, throughput, turnaround times, quality, and compliance.
Leverage technology beyond traditional staff forecasting, planning, and scheduling to transform your face-to-face channel and empower employees to deliver a quality customer experience.
Desktop Analytics, Automation, and Robotics
Gain visibility into desktop activity and automate tasks and processes to enhance compliance and improve efficiency, quality and customer service.
Empower employees and help them deliver exceptional service via solutions for the desktop, case management, gamification, knowledge management, mobile workforce, and voice of the employee surveys.
Deliver service effectively across channels, data, and processes to improve the overall customer journey.
Help state and local government and other public services enhance performance, customer service, and the overall quality of citizen interactions.
Voice of the Customer – Feedback
Intelligently capture the voice of the customer to deliver a differentiated customer experience.
Voice of the Customer – Speech
Discover insights from customer calls and use them to understand trends and opportunities—and drive better decisions.
WFO – Quality and Performance Management
Enhance employee skills and behaviors to meet performance goals and deliver exceptional service.
WFO – Workforce Management
Plan, forecast, and schedule to meet service goals efficiently across the enterprise while effectively balancing the needs of customers, employees, and the organization.