When it comes to understanding your contact center conversations, Webex WFO gives you powerful analytics tools designed to fit any team. Ready to take your analytics to the next level? Enterprise Analytics builds on everything in Analytics & Transcription, adding a robust layer of AI to unlock even deeper insights and automation.
Let’s break down the difference between the Analytics & Transcription package and the Enterprise Analytics suite, so you can find the perfect fit for your organization.
Analytics & Transcription: Actionable Insights for Every Team
The Analytics & Transcription package shines a light on your operations, making it easier than ever to understand what’s happening on the front lines. With this package, you can:
- Transcribe Conversations: Automatically turn calls into searchable text so you can easily review and analyze interactions.
- Phrase Manager: Build custom phrases and categories to zero in on what matters most, then track their presence across every interaction for precise, actionable insights.
- Application Usage Reporting: See which apps are in play during calls for better oversight.
- Agent Explorer & Screen Monitoring: Monitor agent activities and screens to ensure compliance and quality.
- Desktop Analytics: Track how agents use desktop applications to optimize workflows
- Insights Reporting: Access clear, actionable dashboards, and trend reports to keep performance on track.
- Advanced Sentiment: Leverages AI to analyze the full interaction, capturing complex emotional nuances from both customers and agents for richer insights.
- Interaction Summary: Lets AI generate concise conversation summaries so supervisors can catch up on key points in seconds.
Who is Analytics & Transcription for?
If you’re looking to step beyond basic reporting and want quick, accurate insights into what’s happening in your contact center, this package is a perfect starting point. You’ll be able to track sentiment, search transcripts, and monitor agent activity—all with easy-to-use dashboards.
Enterprise Analytics: The Next Wave of AI-Powered Intelligence
With Enterprise Analytics, you get:
- Auto QM (Automated Quality Management): Let AI automatically score agent interactions, reducing manual work and bias, and freeing up supervisor time for coaching.
- Trending Topics: AI highlights recurring themes and hot topics across customer conversations so you can quickly spot emerging issues or opportunities for improvement.
Advanced Sentiment: Along with the capabilities mentioned under Analytics + Transcription, it also identifies shifts in customer sentiment throughout the conversation, revealing when and where changes occur for deeper insight into the customer experience.
“With Webex WFO Enterprise Analytics, we are introducing the next generation of AI-Powered automation for supervisors in contact centers”
Willem Evert Nijenhuis, Senior Director, Product Management
Who is Enterprise Analytics for?
If your organization needs advanced automation, wants to eliminate manual evaluations, or is aiming for a truly data-driven contact center, Enterprise Analytics is your solution. The AI-powered features help you quickly spot trends, coach agents more effectively, and make strategic improvements—without getting bogged down in time-consuming manual work.
Quick Comparison
| Feature | Analytics & Transcription | Enterprise Analytics |
|---|---|---|
| Call Transcription |  |
|
| Application Usage Reporting | |
|
| Agent Explorer & Screen Monitor | |
|
| Phrase Manager | |
|
| Desktop Analytics | |
|
| Insights Reporting | |
|
| AI Interaction Summary | |
|
| Advanced Sentiment | |
(In-call sentiment trend, pin-pointed sentiment changes) |
| Auto QM (Automated Evaluation) | |
|
| Trending Topics | |
Making the Right Choice
- For foundational analytics and searchable transcripts, Analytics & Transcription will get you up and running.
- For next-level AI automation for evaluations and AI-driven topic insights, Enterprise Analytics is the way to go. Remember that Enterprise Analytics Auto QM also helps eliminates perceived bias in assessment during manual evaluation process. It also frees up time for supervisors to perform higher-order tasks.
Both options integrate smoothly with these Webex Customer Experience solutions:
- Webex Contact Center
- Webex Contact Center Enterprise
- Unified Contact Center Enterprise
- Packaged Contact Center Enterprise
- Unified Contact Center Express solutions
Note: To use Enterprise Analytics, you’ll need to have Full Quality Management (QM) in place.
Ready to learn more about Webex WFO Analytics options?
Visit the Webex Workforce Optimization (WFO) landing page on help.webex.com for guides and resources, or connect with your Cisco representative to schedule a personalized demo.
For ordering guides and tools, see Cisco Collaboration Ordering Guides – Cisco.
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