AI-driven WEM featuring Workforce Management and Quality Assurance to improve support quality from end to end.
Ventrica’s Workforce Engagement Management (WEM) solution, powered by AI-driven Workforce Management (WFM) and intelligent Quality Assurance (QA), optimises agent performance, workforce operations, and overall CX strategies. By automating scheduling, tracking real-time performance, and providing actionable insights, WEM ensures teams are engaged, well-equipped, and continuously improving.
With predictive analytics, personalised coaching, and seamless integration with Zendesk and third-party tools, businesses can enhance service quality, reduce operational inefficiencies, and improve employee satisfaction – driving better outcomes for both customers and teams.
Automatically assigns shifts and tasks based on real-time demand and agent availability, optimising workforce efficiency.
Reduces scheduling conflicts, improves agent productivity, and ensures optimal staffing levels.
Uses AI-driven analytics to evaluate agent interactions, ensuring service excellence across every touchpoint.
Enhances service consistency, delivers actionable feedback, and supports continuous improvement.
Tracks key support metrics, agent performance, and customer interactions, providing data-driven insights for CX optimisation.
Identifies trends, supports data-backed decision-making, and optimises service strategies.
Delivers personalised coaching and skill development based on real-time performance data.
Boosts agent confidence, enhances service delivery, and improves long-term career growth.
AI-driven insights measure workload balance, engagement levels, and career development opportunities, ensuring a motivated workforce.
Reduces burnout, increases job satisfaction, and drives higher team performance.
Designed to work natively within Zendesk and other CX platforms, enabling a unified support ecosystem.
Eliminates silos, streamlines workflows, and improves cross-functional collaboration.
Predicts customer demand trends to optimise staffing levels and prepare for peak periods.
Ensures fast response times, reduces customer wait times, and enhances service availability.
Bundled as a comprehensive workforce management and QA solution, delivering enterprise-grade tools at a cost-effective rate.
Maximises ROI, scales with business growth, and enhances operational efficiency.
With Ventrica’s AI-driven workforce engagement management (WEM) solution, you can enhance agent productivity, streamline operations, and create a high-performing CX team.
Written by Siobhain Goodall
For Houseful (Zoopla), Ventrica transformed CX operations – boosting efficiency, reducing costs by 30% and enhancing engagement through innovation and people-first design.
Written by Siobhain Goodall
For Tommee Tippee, Ventrica delivers empathetic, multilingual CX – empowering parents through human connection, rapid resolution and innovative digital self-service.
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Presenting real-time information to enable efficiencies and first contact resolution. Delivered through Zendesk.
Focusing on the employee journey and fostering a positive, employee-centric culture leads to long-term success and improved employee experience (EX).
Managing customer interactions is challenging. Many businesses outsource contact centres to specialists, ensuring expertise in customer experience and operations.
Blending AI with human empathy, Ventrica enhances CX, streamlining processes while maintaining personalised, meaningful customer interactions for lasting loyalty.
