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Workforce Engagement Management
Transform insights into action with Active Insights, our next-generation WEM software solution.
AI Quality Management & Automated Scoring
Eliminate the bias of manual monitoring. Replace live listening with an automated process that scores 100% of interactions based on your custom criteria. From proper grammar and mandatory phrases to agent confidence levels, our AI workforce engagement management tool provides objective, consistent feedback.
Dynamic Call Analytics Dashboard
Harness call center analytics to optimize workflows in real-time. Visualize call center metrics such as service levels, agent abandons, and workload distribution through helpful widgets designed for informed, fast decision-making.
Effortless Call Transcription
Save hours of manual review. Our call reporting software lets you choose to automatically transcribe every recording or request transcription later, identifies speakers, and generates concise summaries so you can review interaction outcomes at a glance. Track resource consumption, from voice recordings to Ellie™ minutes and AI token usage.
Optimize Your Contact Center with Active Insights
In a modern WEM contact center, data is the foundation of engagement. Active Insights is a secure, cloud-native platform that transforms raw call center reporting information into a roadmap for agent success. Using advanced AI and natural language processing (NLP), the platform evaluates every interaction for:
- Caller Sentiment & Emotion Recognition: Understand the “why” behind the data by tracking caller moods.
- Outcome Summaries: Instantly see if a call trended positively or resolved effectively.
- Agent Behavioral Metrics: Evaluate engagement, attitude, and adherence to professional standards without manual intervention.
Actionable Agent Performance Reports
In the WEM space, our solution isn’t just a calculator for KPIs; it’s a tool to help agents succeed. Active Insights doesn’t just store data—it fuels growth. Generate agent performance reports to uncover efficiencies and provide the unbiased feedback your team needs to excel.
- Automated Coaching Feedback: Use AI-generated scores to highlight where agents shine and where they need support.
- Agent Assistant: Empower your team with tools that use prior history to suggest optimal call routing.
- Risk Mitigation: Protect your organization with time-stamped, encrypted recordings of calls, messages, and screens—easily searchable and recallable for any litigious situation.
Comprehensive WEM Reporting Capabilities
Our WEM software provides a deep dive into every facet of your operation:
- Custom Service Levels: Monitor how effectively your team handles volume against your specific targets.
- Call Center Metrics: Analyze system abandons, hold times, and wait durations.
- Agent Scores: View performance trends by individual or team.
- Post-Call Scoring: Save time by using automatic post-call scoring. Supervisors can focus on other tasks while customized scripts or AI tools determine call scores.
Reliable, Secure, and Scalable
Active Insights provides HIPAA-compliant security. Your data is protected in Amtelco-managed S3 buckets, encrypted both at rest and in transit. As a cloud-native tool, new enhancements to our AI workforce engagement management suite are deployed continuously, which means you can enjoy zero downtime during updates. Improve your process without ever taking your operators offline.
Traditional Reporting & Analytics
AI Workforce Engagement Management (WEM)
Retrospective: Uses historical data to discover what happened in the past.
Proactive: Real-time data provides active analytics enabling quick decision-making rather than waiting for future reports.
Focuses mostly on operational efficiency and meeting baseline KPIs.
Additional goals include agent empowerment, burnout reduction, and long-term retention.
Quality management limited to manual, random sampling (usually <2% of calls).
Automated scoring of 100% of interactions via AI quality management.
Data limited to quantitative metrics (call volume, duration, wait times).
AI interaction analytics enables qualitative insights (sentiment, emotion, and behavior).
Occasional manual reviews often feel like “policing.”
Continuous, unbiased agent performance reports and AI-assisted coaching.
Basic call recordings are used for liability.
Additional compliance provided with integrated, encrypted, and searchable archives for automated risk mitigation.
The final result provides data-driven spreadsheets for management.
The process contributes to a culture of growth and professional excellence for the entire team.
Active Insights bridges the gap between transitional reports and WEM by transforming your data from a static record into a dynamic workforce engagement tool, and makes the workday better for the person behind the headset:
- From Metrics to Mentorship: Instead of just seeing “Answer Time,” managers can see exactly how an agent engaged with a caller, enabling personalized praise and targeted support.
- From Laborious to Laborsaving: Automated call center reporting gives supervisors more time to focus on high-level strategy and team morale.
- From Presume to Precision: AI interaction analytics remove the subjectivity from performance evaluations, ensuring every agent is graded on a fair, consistent scale.
Frequently Asked Questions
What is workforce management?
Workforce management (WFM) is an integrated set of processes used by call centers to optimize agent productivity. It involves forecasting workload, scheduling staff for peak and off-peak times, and tracking performance. While traditional WFM focuses on having the right number of people at the right time, modern Workforce Engagement Management (WEM) goes a step further by focusing on agent satisfaction, growth, and empowerment.
What are AI-powered workforce management tools?
AI-powered workforce management tools are software solutions, like Active Insights, that use artificial intelligence and machine learning to automate complex tasks. These tools include AI interaction analytics, automated call scoring, and real-time sentiment analysis. Unlike manual systems, AI tools can process 100% of your call data instantly to provide a complete picture of your contact center’s operational fitness.
How do AI-powered tools revolutionize workforce management?
AI-powered tools are a game-changer in the industry because they move from “reactive” to “proactive” management. Instead of supervisors manually listening to a handful of calls each month, AI provides quality management for every single interaction. This shift enables managers to:
- Provide agents with objective performance feedback.
- Identify high-stress interactions before they lead to turnover.
- Use real-time call center metrics to adjust workflows on the fly.
What is call center analytics?
Call center analytics is the process of collecting and analyzing data from caller interactions to uncover trends and improve performance. This includes quantitative data (such as answer times and call volume) and qualitative data (such as caller emotion and agent attitude). By leveraging call reporting software, your business or organization can transform raw data into actionable insights that improve both the agent and caller experience.
Is Active Insights HIPAA-compliant?
Yes. Active Insights is purposefully built as a HIPAA-compliant data storage and analytics solution. We understand the sensitivity of business, government, and healthcare communications, which is why our platform includes safeguards to protect sensitive data, like Protected Health Information (PHI). Every call, message, and transcript is handled with the highest level of data integrity to ensure your organization remains compliant with federal regulations.
How is my data secured in the cloud?
Your data is stored securely in Amtelco-managed cloud storage using industry-standard S3 buckets. We employ a “security-first” architecture that includes:
- Encryption at Rest and in Transit: All data is encrypted using advanced protocols while being stored and while moving across the network.
- Continuous Deployment: We push security patches and feature enhancements instantly, without taking your servers or operators offline, ensuring you always have the most updated and secure version of the software.
- Reduced Infrastructure Footprint: By offloading data from your live system database to our secure cloud, you keep your local systems optimized and focused solely on call processing.
