To expand your Zendesk’s feature set with the latest AI technology, consider adding the Zendesk workforce engagement management (WEM) add-ons. AI-driven workforce engagement cultivates an environment of continuous improvement by smoothing experiences for both agents and customers.
The workforce engagement management add-ons provided by Zendesk include:
- Zendesk Workforce management (WFM): Zendesk WFM improves the predictability and efficiency of customer service organizations with a series of planning, scheduling and monitoring tools. It eliminates the need to track schedules and assignments in spreadsheets and gives you a bird’s-eye view of agent adherence and activities across channels.
- Zendesk Quality assurance (QA): With Zendesk QA, you can use AI to pinpoint critical areas before they become a bigger problem, discover the tickets needing attention, and uncover insightful trends across every support channel. You can automate your QA process and guarantee consistency across your support interactions.
- Zendesk Workforce engagement management (WEM) bundle: With the Zendesk WEM bundle, you get two great products bundled together for a discounted price: Zendesk QA and Zendesk WFM.
If you have an online-assisted or self-service account, you can buy Zendesk workforce engagement management add-ons directly from the Subscription page in your account. You must be the account owner or a billing admin to buy these add-ons. If you have a managed account, contact your Zendesk account representative or Zendesk Sales for purchasing instructions.
To buy a WEM add-on
-
In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
A summary of your current plan appears.
- Click Manage.
If you don't see a Manage button on the Subscription page, then you don't have permission to make changes.
- Click More products.
A list of products you can add to your account appears, including a list of options for buying Zendesk WEM add-ons.
You can buy Zendesk QA and Zendesk WFM separately, but you save money if you buy them both as a WEM bundle. When you buy an add-on, you purchase it for all agents in your account
To learn more about each add-on, click See how it works.
- To buy an add-on, click Add to subscription.
- Click Update subscription to complete the purchase.
After you buy, you'll see the add-ons you purchased listed on your Subscription page, including a start date when the subscription will be activated.
For example, here’s the Subscription page when you’ve added the WME bundle.
