Pega Workforce Intelligence

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Unleash the potential of your workforce with
Pega Workforce Intelligence

Track

Tap into what’s happening in a day in the life of your employees. Bring hard-to-track activities, like digital distractions and workarounds, into the light.

Discover

Intelligence on people, process, and technology enable you to understand how your employees are working, what applications are helping and what areas are ripe for process improvements.

Impact

Not just analytics. Recommendations. Powered by AI, you’ll rapidly create value while continuously optimizing your action plan for productivity, performance, and technology.
 

Employee Focus Where It Matters

What your employees do with their time has a dramatic impact on your bottom line. Get insights into which areas are most vulnerable for your organization. Opportunity Finder Analysis will get you back on track by showing you where your production gaps lie.
 

Track Application Effectiveness

Wait Time Analysis shows you what applications are being used and how well they are performing. Not only that, but it tells you how effectively your employees are using those applications. If there’s an inefficiency in your team’s application usage, you won’t be flipping desks over to find it.

Discover New Paths

How do you know what improvements or automations to target when you don’t know the application paths employees use to complete their work? Path Visualizer uses thousands of hours of desktop data to display these paths so you can zero in on the places that drive impact for your business.

Informed Performance Coaching

Your team members need ongoing coaching, not just at arbitrary points on the calendar. Use data to inform and tailor feedback at a personal and contextual level by drilling into individual performances and helping employees grow in a timely manner.

"We've been able to find inefficiencies in what we're doing and shining a light on it… We call it 'Tracking the untrackables’."

Robin Gomez, Director of Operational Excellence, Radial

Additional Product Features

Pega’s Workforce Intelligence uses robotic automation and AI to understand how sales and service agents work and how the apps and processes work for them. By combining these insights with CRM performance data, organizations have the unprecedented ability to not only identify masked inefficiencies but also realize how they directly affect agent performance and customer experience.

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