Microsoft Launches New WEM Quality Assurance Tools
Microsoft’s general availability launch of Workforce Engagement Management (WEM) in Dynamics 365 Contact Center and Customer Service has…
Is Agentic AI Killing the WEM Per-Seat Model?
Agentic AI poses a significant threat to the per-seat revenue model that has powered Workforce Engagement Management (WEM)…
Microsoft Dynamics 365 AI Credit Estimation Redefines WFM
Microsoft has introduced AI Credit Estimation in Dynamics 365 Customer Service and Dynamics 365 Contact Center to forecast…
Verint’s AI Pivot: Why CX Automation Is Replacing WEM Platforms
For more than two decades, Verint Systems has been a steady fixture in the contact centre stack. Its…