UCaaS Quarterly Market Share & Forecast Report: 2025 & 4Q25
April 16, 2026
2025 Customer Experience MetriStar – Workforce Engagement Management Suites
Summary
Author: Layne Haaksma, Senior Research Analyst
Four providers earned the Metrigy MetriStar Top Provider Award for Workforce Engagement Management (WEM) Suites. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ offerings with measurable business success.
Product Category
Workforce Engagement Management Suites: WEM suites include applications, data, and analytics for continuously improving the efficiency of contact center staff and operations. These suites include applications such as quality management (QM), call/screen recording, analytics (sentiment, agent, and predictive), workforce management (WFM), gamification, desktop and performance management, task management, and recruiting/onboarding. Artificial intelligence works with WEM applications to analyze agent performance on all calls, and to improve accuracy of schedule and capacity management requirements. Organizations may buy one-off applications or a full portfolio from a WEM provider.
Author(s)
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