From call centre basics to the latest CX innovations
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WEM Key Features
Automation and artificial intelligence
Artificial intelligence may enhance agents' tasks simpler, increase income, and increase client loyalty (AI). Take use of bots and automation solutions that assist customers in self-serving.
Tools for knowledge management
With AI-powered knowledge management technologies, you can always provide the appropriate information.

Artificial intelligence
With easy-to-use AI, you can orchestrate and customise omnichannel consumer journeys at scale.
Chatbots
With native or third-party AI-powered chatbots that comprehend context, you can provide better responses faster.
Desk of assistance
A contemporary help desk can support employees with their questions on a large scale.
Engagement that is predicted
Use AI to proactively engage online customers with the next-best offer or resource in the moment of truth.
Routing that is predicted
Use artificial intelligence to connect consumers with personnel who are most likely to provide the greatest service and KPIs in real-time.
Software for call centres
Create seamless consumer and agent interactions that combine automated and human resources. Know who your consumers are and interact with them when it counts.
ACD
With skills-based and intelligent routing, ACD ensures that every client receives the correct help at the right time.
Self-service for customers
With natural language and integrated AI, improve consumer self-service interactions across phone and digital platforms.
Voice services
Customers who prefer phone-based services should not be forgotten. Get voice services that are tailored to your company's needs.
IVR
With Square Ai call centre IVR, you can improve customer experiences while also increasing profitability.
Inbound
Make it simple for people to connect with your company. Across all channels, provide assistance and surpass expectations.
Outbound
Customers can be reached through a variety of means. Outbound initiatives can help you increase engagement.
Analytics and reporting
Create seamless consumer and agent interactions that combine automated and human resources. Learn who your consumers are and interact with them when it counts.
Management of employee performance
Coaching and training can help you improve your performance. In real-time, manage conversations, analyse data, and make recommendations.
Customer journey analytics and orchestration with pointilist
Customer journeys should be measured, monitored, and orchestrated in order to improve CX, increase customer happiness, and save expenses.
Integration and export of reports
With personalised call centre reports and dashboards, you may gain vital information. Then you may quickly share your discoveries.
Text and speech analytics
Use text and speech analytics to uncover training opportunities, verify compliance, and pinpoint critical events.
Digital customer engagement
Allow your agents to interact with consumers – and each other — on any digital channel, at any time
Engagement that is predicted
Use AI to proactively engage online customers with the next-best offer or resource in the moment of truth.
Chatbots
With native or third-party AI-powered chatbots that comprehend context, you can provide better responses faster.
Email
With management tools integrated into your contact centre desktop, give email the attention it deserves.
Tools for knowledge management
With AI-powered knowledge management technologies, you can always provide the appropriate information.
Screen sharing and
co-browsing
Discover why your clients are contacting you in real-time. Demonstrate ways to fix their problems.
Messaging over the internet
To resolve difficulties fast, chat with your prospects and customers in real-time – no phone calls required.
Workforce engagement management
Create seamless consumer and agent interactions that combine automated and human resources. Learn who your consumers are and interact with them when it counts.
Management of employee performance
Coaching and training can help you improve your performance. In real time, manage conversations, analyse data, and make recommendations.
Forecasting and scheduling of the workforce
In minutes, you can create precise, adaptable timetables. Even when demand surges, have the necessary support in place.
Text and speech analytics
Use text and speech analytics to uncover training opportunities, verify compliance, and pinpoint critical events.
Workforce planning for the long term
Determine how many agents you'll need to maximise your budget and resources by optimising scheduling.
Gamification
With actionable, real-time analytics that drives results, you can help employees accomplish their performance goals.
Assurance and monitoring of quality
For Voice of the Customer (VoC) insights, record every conversation across channels without losing data.
Schedule a demo
Meet with our WEM specialist today and figure out how Square Ai can improve your business