Overview
The recent evolution of contact center (CC) workforce engagement management (WEM) applications has seen a significant shift from platforms with maturing capabilities to those driving innovation through rapid advancements in AI. This transformation is the result of AI's increasing ability to improve productivity for contact center agents and supervisors, as well as responsiveness and customer experience. Additionally, because contact centers offer opportunities for AI automation and the consolidation of agents' applications, more vendors are targeting this space, increasing competition.
