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Overview Contact Center Management

  • Easily manage agent and customer interactions
  • Increase efficiencies and contact center productivity
  • Deliver outstanding customer experiences
  • Improve agents’ performance with coaching and training
  • Track critical metrics for smart contact center management
  • Manage your contact center from anywhere

Operating an efficient, high performance contact center has never been easier with our products that focus on contact center management. From accurately forecasting workloads to monitoring agents’ performance and tracking key metrics with real-time reporting, we help you deliver an outstanding customer experience. 

"We’ve achieved some great business outcomes such as consolidating multiple platforms into one system that’s customizable and cost-effective. Our agents are more productive, and our customers are getting a better overall experience."

Aarde Cosseboom
Director of Technology and Product for GMS Global Member Services
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  • Automate and optimize contact center scheduling

    Since staffing can account for up to 70 percent of your costs, it’s important to schedule and manage employees effectively. With inContact Workforce Management, align your team’s skills and proficiencies with your objectives to create schedules that optimize everyone’s preferences and needs. Employees are happy, scheduling is easier, and everyone wins with contact center management.

  • Enhance agents’ efficiency and performance with call center management

    Targeting areas where your agents need improvement can be a time-consuming task. With inContact Quality Management, you can capture and easily review their customer interactions. By monitoring their performance, you can give helpful feedback and deliver training targeted to agents’ greatest areas of need. You can also link coaching to customized scorecards and eLearning assignments.

  • Track and analyze critical contact center metrics

    To understand your call center’s performance, you need regular reports and the ability to quickly analyze data in order to pinpoint areas of over- and under-performance. Use CXone Reporting and Analytics to track over 100 industry metrics. With historical analytics, you can benchmark important trends and pinpoint areas that need additional attention. Use customizable dashboards to quickly track real-time data so you can take immediate action.

  • Manage your contact center from anywhere

    With the Supervisor interface, you can manage your busy contact center from any location using your iPad. Stay involved by monitoring and identifying issues, even when you’re away from the office, with our mobile application. You’ll get real-time reporting to monitor queues and SLA adherence. You can also quickly take action, such as managing queues and assigning agents, with the swipe of a finger.

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