White Papers

The intelligence of workforce engagement management platforms


Which is better for workforce engagement management—a best of breed solution or a unified platform? This DMG report puts the question to rest, describing the main benefits to enterprises that use a unified platform to improve their customer experiences (CX), employee experiences (EX), and operational efficiencies. View workflows in graphics to understand the interplay of applications in realizing common use cases. A well-orchestrated suite of solutions give contact centers the tools they need to collect and analyze customer interactions while delivering actionable insights to motivated agents. 

See the workflows for these objectives: 

  • Capturing the omnichannel Voice of the Customer to understand and address customer needs 
  • Creating a positive, flexible, and rewarding work environment that enables enterprises to hire and retain great employees 
  • Cost-effectively provide a superior CX throughout the customer journey