Workforce engagement management done right.
Your team, amplified by AI. Every call scored, every shift optimized, every agent coached. No bolt-ons required.
Dana – XBert AI
On Call
2 min ago
96.4
Marcus Webb
Available
12 min ago
93.1
Elena – XBert AI
On Chat
Just now
95.7
Jordan Hale
Break
8 min ago
91.2
Your contact center is leaking revenue.
Your best agents are leaving.
The average contact center loses over a third of its agents every year. Replacement cost runs 1.5x annual salary per agent. 58% cite high stress and lack of management support as the reason they leave.
You can’t manually review every call.
Manual QA catches a fraction of what happens. Compliance risks, coaching opportunities, and customer dissatisfaction signals hide in the 97% of calls nobody listens to.
Every call ends with busywork.
After-call work is the hidden cost multiplier. Agents spend minutes writing notes that generative AI can draft in seconds. Across thousands of daily calls, those minutes become headcount.
The numbers behind the problem
Of customer interactions are manually reviewed by QA teams.
GartnerAverage cost to replace a single contact center agent.
ICMIOf each call is spent on verification and after-call work.
ContactBabel, 2024Annual global cost of disengaged employees.
Gallup, 2024Higher profitability in organizations with engaged teams.
Gallup Q12 Meta-AnalysisIn contact center labor costs reduced by conversational AI by 2026.
GartnerVisibility, retention, and efficiency in one platform.
Keep your best agents.
Gamification and leaderboards make performance visible and rewarding. One unified dashboard means no app-switching from day one. New agents onboard in days, not weeks, because there’s only one tool to learn. When people feel equipped and recognized, they stay.
Score every interaction automatically.
AI-enabled scoring evaluates calls, chats, and emails against your quality criteria. Flag high-risk conversations for human review. Dynamic post-call surveys capture the customer’s voice. Agents self-review their own recordings for growth, not punishment.
Predict demand. Staff precisely.
AI-powered forecasting predicts demand across every channel so you staff to the number. Real-time adherence tracking shows who’s on schedule. Supervisory alarms fire the moment a queue breaches SLA. Reassign agents in seconds, not hours.
Eliminate after-call busywork.
AI generates call summaries, auto-fills disposition codes, and logs next steps the moment a conversation ends. Agents move straight to the next call instead of spending minutes on notes nobody reads.
AI coaches agents in real time.
AI coaches agents in the moment — surfacing knowledge base articles, suggesting responses, and flagging compliance gaps mid-call. No supervisor needed on the line. Managers can whisper in when they choose to, but the AI handles the routine coaching automatically. Patterns across hundreds of calls get surfaced, not buried.
Turn insights into customer loyalty.
AI detects sentiment shifts and churn signals across every interaction. CSAT trends surface automatically so you fix problems before they become cancellations. Cross-channel history means no customer ever has to repeat themselves.
Agent greeted customer by name, verified account, resolved billing discrepancy. Positive sentiment throughout. Upsell opportunity detected but not pursued.
Voice queue wait time exceeding 2-minute SLA. Chat queue normal. Recommended action: reassign 2 agents from email to voice.
Customer called about upgrading from Core to Power Suite. Explained pricing and feature additions. Customer agreed and requested migration for next Monday.
Ridgeline Dental — 3 negative interactions in 14 days. Sentiment trending down. Recommended: assign dedicated agent and schedule check-in call.
More built-in capabilities
Screen Recording
Capture agent desktops alongside call recordings so QA teams can see exactly what happened during every interaction.
Omnichannel QA
Score interactions across voice, chat, email, and social from a single view. No channel gets left in the dark.
Shift Bidding
Let agents bid on preferred shifts based on seniority and performance. Flexibility that reduces burnout and no-shows.
Schedule Adherence
Track real-time adherence and get alerts when agents go off-schedule. Know before service levels slip.
Intraday Management
Adjust staffing in real time as call volume shifts throughout the day. No more scrambling at 2 p.m.
Google Data Studio
Connect WEM data to Google BI for custom dashboards, cross-team reporting, and shareable insights.
Compliance Recording
Sensitive data is auto-redacted from transcriptions. Designed to support TCPA and FCC compliance requirements.
Custom QM Scorecards
Build quality monitoring scorecards tailored to each campaign, team, or channel. No one-size-fits-all evaluations.
Presence Management
See agent availability across every channel in real time. Route work to who is actually free, not who is logged in.
Connects with your existing tools
Stay audit-ready without
slowing agents down.
Every interaction recorded, transcribed, and secured. Sensitive data auto-redacted. Payments PCI-compliant. Your contact center stays compliant without slowing down.
Recording & Compliance
Voice and screen recordings are synchronized and transcribed in real time. Sensitive information is automatically redacted from transcriptions to support TCPA and FCC compliance. Agents and supervisors can review calls for coaching and documentation.
PCI-Compliant Payment Processing
Credit card data is never heard or seen by the agent. The IVR securely collects payment details while the agent is on hold, then loops back in after completion. Success codes write directly to your CRM. No external payment software required.
Enterprise-Grade Infrastructure
Built on Nextiva’s 99.999% uptime platform with SOC 2 Type II, HIPAA, and GDPR compliance. Google Data Studio BI integration for advanced reporting. Your workforce data stays inside the platform that already handles your communications.
Certified by experts
Nextiva meets the highest security and compliance standards to protect your workforce and customer data.
Frequently Asked Questions
Is WEM included in my Nextiva plan or is it an add-on?
Basic workforce management capabilities are included in Nextiva contact center plans. Advanced WEM features — including AI-powered quality scoring, wallboards, gamification, screen recording, and workforce scheduling — are available as an add-on. Contact our team to see which capabilities are included in your current plan.
Which channels does WEM cover?
Nextiva WEM covers every channel in your contact center: voice, chat, SMS, email, social media, video, and WhatsApp. Quality management, interaction recording, and performance analytics work across all channels natively. No separate tools or integrations required.
How does WEM connect to XBert and the rest of the Nextiva platform?
WEM is natively built into the Nextiva platform alongside XBert AI, Analytics, and your communication channels. AI call summaries feed directly into quality scoring. XBert handles routine interactions while WEM optimizes how your human agents are scheduled and coached. Analytics tracks the outcomes. No data pipelines, no middleware, no integration fees.
Does it work for hybrid and remote agent teams?
Yes. Nextiva WEM is cloud-native, so supervisors can monitor adherence, coach agents, and manage schedules regardless of where the team works. Agents access their performance dashboards, schedules, and self-review tools from any device. Real-time presence management shows who is available across all locations.
Can I use my existing WFM tool alongside Nextiva?
Nextiva integrates with major CRM and business tools. If you already use a standalone WFM solution, you can continue using it alongside Nextiva’s communication platform. However, most customers find that Nextiva’s native WEM eliminates the need for a separate tool — reducing vendor costs and removing data silos between your communications and workforce data.
How quickly can we get agents up and running?
Nextiva WEM is designed for fast deployment. The unified Agent Dashboard means agents have one tool to learn, not three or four. In-moment scripts, team chat, and supervisor coaching tools are available from day one. Most teams are fully operational within hours, not weeks.
Does AI scoring replace human evaluators?
AI scoring augments your QA team — it doesn’t replace them. AI-enabled scoring evaluates interactions for consistency, sentiment, and compliance, surfacing the ones that need human review. Your QA leads focus on coaching and complex evaluations instead of randomly sampling calls. The result is better coverage, less bias, and more time for meaningful coaching.
See your workforce tools in action.
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Businesses trust Nextiva for their communications
By listening to calls, we can review what our CSAs are doing, how we can make ourselves better, and improve the experience for our customers.
