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Workforce Engagement Management

In the modern globalized economy, companies face an array of unique and unprecedented challenges.

By partnering with world-leading Voice Technology vendors, Wilmac can leverage Workforce Engagement Management solutions for your bottom line and help your company face challenges head-on, drive better business performance, and improve employee satisfaction. We also customize flexible and dynamic Workforce Management solutions that can rigorously manage, measure, and adjust your operations in real-time.

Ready to get the right agent, in the right place, at the right time?

Transforming the modern workplace

With WEM & WFM Solutions.

Workforce Engagement Management Services ❘ Wilmac, Rochester, NY

Mitigate Productivity Loss

Identify where you’re wasting valuable resources & adjust your scalability.

Workforce Engagement Management Services ❘ Wilmac, Rochester, NY

Improve Your CX

Hear your customers & better understand their wants & needs.

Workforce Engagement Management Services ❘ Wilmac, Rochester, NY

Streamline Operations

Integrate advanced software & technology to reduce costs & enhance performance.

Workforce Engagement Management Services ❘ Wilmac, Rochester, NY

Inspire Personal Growth

Engage your employees & hone in on their strengths & weaknesses.

Workforce Engagement Management Services ❘ Wilmac, Rochester, NY

Anticipate & Respond to New Challenges

Gain the insight you need to prepare & adapt to the challenges that lie ahead.
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Workforce Engagement Management

Making sure you have the right person with the right skillset on a particular interaction isn’t always as simple as it seems. How do you come up with individualized strategies and employ them instantaneously in your daily operations?

By developing WEM and WFM solutions that meet the requirements of your organization, Wilmac can help you design the framework for optimal employee productivity, consistency, and efficiency ‒ giving your company a competitive edge.

Whether it’s improving your CX journey, reducing operational expenses, ensuring compliance across all channels, or optimizing your forecasting/scheduling system, Wilmac will consult one-on-one with you to set Workforce Engagement Management solutions in motion for unparalleled efficiency, productivity, and success.

Through our partnerships with world-leading vendors, we have the expertise and capabilities to adjust and optimize your WEM and WFM solutions now and in the future… because as technology advances, so does your organization’s growth and potential.

Voice & Screen Recording

Is your company’s call recording system aligned with your current business objectives? Are you looking to integrate a new system that will reduce costs, improve employee performance, and future-proof your Voice and Screen recordings?

Wilmac can install, service, and support a personalized Voice and Screen Recording system. Whether you’re looking to revamp your existing system or consolidate into one unified platform, we’ll customize a solution that simplifies and streamlines your operations, captures all of your communications, ensures compliance, and adapts your recording to your ever-changing needs.

There’s a lot happening behind-the-scenes of your call center ‒ and your agents can drive higher quality experiences for customers when they’re in an optimized environment. Let Wilmac install, service, and support a Back-Office platform that captures the productivity of your workforce and helps you better organize work tasks, streamline productivity, and reduce operational costs.

Quality Monitoring

Quality Monitoring (QM) solutions allow you to analyze and quantify the success of every interaction, gain valuable insights, and design training programs to improve employee performance.

Wilmac will help you leverage the functionality of your QM system by walking through your business goals, identifying your key performance indicators (KPIs), and integrating software to optimize your IT infrastructure.

Workforce Management

Workforce Management (WFM) solutions are a valuable asset to any organization looking to drive better efficiency, productivity, and employee engagement. Wilmac works closely with every unique client to understand their operational needs when it comes to scheduling, workforce planning, skills management, resource planning, and omnichannel forecasting. Taking a personalized, consultative approach, we’ll tailor versatile, best-of-breed WFM solutions for your on-premise or cloud-based contact center.

With WFM solutions, you’ll gain the insight and know-how to face scheduling challenges head-on, allocate tasks to the right agents, and ultimately drive better customer experiences. Workforce Management solutions not only streamline your scheduling process. They also help you anticipate, respond, and adapt to high call volume and peak business times. That way, you have the insight to employ the most proficient and qualified agents, when and where they’re needed most ‒ all while reducing onboarding, operational costs, and maintenance overhead in the process.


Every customer interaction can unveil the valuable insight you need to build better relationships. By transcribing and examining your Voice and On-Screen recordings, Speech Analytics can help you gain crucial insights, set results-driven objectives, streamline business processes, monitor your compliance adherence, and ultimately improve customer experience at every touchpoint.

With our consultative approach, Wilmac pairs best-of-breed Speech Analytics technology for your operational needs and goals. Developed by world-leading Voice technology vendors, this comprehensive technology features Speech Recognition, Phonetic Indexing, and Speech-to-Text Transcription (STT) solutions that can help you process and understand your call center’s interactions more accurately.

An all-encompassing Analytics system serves as a complete source that categorizes and analyzes all of your Voice and On-Screen recordings with ease and high accessibility. Desktop Analytics will also provide you with the ability to monitor individual agents in real-time and pinpoint areas where you can develop training and learning opportunities to improve their performance and customer interactions.

Robotic Process Automation (RPA)

Robotic process automation technology performs manual, high-volume business tasks, working around-the-clock to minimize human error and streamline communication between your systems.

RPA software robots can complete routine tasks fast, accurately, and efficiently, allowing your front and back-office employees to focus on high value tasks and deliver better customer experiences. Highly reliable and scalable, RPA software can also reduce operational costs and drive consistent, fully compliant results.

Business Intelligence (BI)

Valuable data may be buried in your communications system.

Wilmac can implement BI strategies and technology to unlock this data and use it to achieve your goals, reduce costs, and optimize your company’s performance. During an evaluation, we’ll identify areas where we can integrate voice recording solutions to help you make better and more informed decisions.

Spearheading WEM & WFM Solutions from:

NICE logo
Calabrio logo
Verint logo


NICE Engage

The contact center ecosystem may be moving away from workforce optimization to focus on workforce engagement management, but recording remains a constant need. Whether for compliance, quality, or business insights, organizations of all industries and sizes simply have to record. The advantages and benefits brought by recording go far beyond capture and retention, as it defines the way your operations can and will be led: from technology to people and through processes, it is the founding layer that dictates how you will derive business insights, ensure quality, and achieve compliance. 

NICE Engage offers a single trusted solution to record, store, and retrieve data across any channel (voice, chat, mail, video, social media, etc.) according to the most demanding regulations (PCI DSS, HIPAA, MIFID II, GDPR). Flexible, resilient, and future-proof, it offers advantages for all the actors of the contact center: IT, compliance, business users, and operations managers.


Amid this changing environment, new capabilities have emerged as differentiators for the market leaders of today: artificial intelligence (AI), machine learning, and cloud-based operations. Contact centers that have adopted these technologies have found novel ways to connect with employees, optimize operations, and increase return on investment in workforce management. Armed with these technologies, organizations are doing more with less and achieving results that deliver happier customers and employees. 

With NICE Workforce Management (WFM), you can empower your organization to rapidly leverage these technologies for long-term planning, forecasting, scheduling, and intraday management. 

NICE WFM is an intelligent, easy-to-use platform that enables contact centers to enhance operations effectively and efficiently. It pinpoints solutions and helps workforce management leaders make smarter decisions about immediate and long-term business needs alike.

Calabrio ONE

Calabrio ONE is an intelligent, fully integrated contact center workforce optimization suite – in the cloud, on-premise, or in a hybrid environment. It is also a unified suite that includes call recording, quality management, workforce management, multichannel analytics, and advanced reporting.

Calabrio ONE equips you with a complete toolset to unlock the tremendous value buried within your contact center and transform your entire business. One seamless solution combines workforce optimization tools with powerful voice-of-the-customer analytics deployed how you choose.

This tightly integrated and easily scalable suite of products captures every customer interaction across all channels, extracts insights, elevates the customer experience, improves employee engagement, and increases operational efficiency. The contact center can share customer-centric strategies across the business to accelerate sales, drive innovation, and move the business forward.

Calabrio WFM

Calabrio workforce management (WFM) is designed for the modern contact center and modern workforce. Through employee empowerment tools, intelligent automation, customized reporting, and global support, Calabrio WFM addresses the acute needs organizations face in today’s challenging environment, while helping navigate the evolving world of work going forward.

Calabrio WFM is a highly agile and scalable workforce management platform that allows delivery of seamless experiences for customers, agents, and contact center managers – no matter where employees are working.

Verint Intelligent Recording

Description Coming Soon!

Verint WFM

Verint Workforce Management (WFM) is a simple, easy-to-use software designed to withstand an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers. 

Removing the complexity without removing the features you depend on, Verint WFM has a modern, cloud-based interface optimized to make common tasks easy. From fewer clicks to make a schedule and more flex scheduling options to full-featured cloud deployment and mobile apps for agents and supervisors, Verint WFM gives you flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.

Engage & empower your employees. Intelligently manage & monitor your team.

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