Verint Workforce Management

Verint® Workforce Management™ (WFM) is a cloud application that uses automation to simplify forecasting and scheduling of employees and bots across the enterprise, including contact centers, back offices and branch/service locations.

The solution scales to accommodate a varying number of employees, channels, locations, time zones, schedule types, and request automation to meet the needs of mid-sized to global enterprise organizations. Verint removes the complexity of creating capacity plans and managing the workforce while retaining advanced features and capabilities. The cloud-based interface is optimized to make common tasks easy:

• Fewer clicks to make a schedule
• Full-featured cloud deployment
• More flex scheduling options
• Simpler way to manage work across the enterprise
• A single schedule across locations, channels, and telework.

Verint WFM solutions help Verint customers to achieve:

• Lower costs by eliminating overstaffing and unnecessary overtime
• Reduced attrition rates and increased employee engagement
• Improved customer experience by:

• Reducing time to answer
• Decreasing average handle time
• Improving first contact resolution
• Speeding total resolution time.

The MyVerint App provides a one-stop mobile shop for agents’ day-to-day needs to increase engagement and improve the employee experience. Staff can engage on the go and manage their schedules from anywhere. Automated approval rules empower agents to make schedule adjustments from their devices, including:

• Time-off requests
• Task and channel switching
• Shift swaps.

Part of the Verint Platform, Verint offers AI-powered specialized bots to enrich its workforce management capabilities. These bots include:

• Interviewing Bot to speed up the hiring process, which leverages AI to help identify top candidates for the role.
• TimeFlex Bot to enable agents to make unlimited schedule changes without manager intervention and without negative impact on service levels and CX
• Workload Forecasting Bot to empower long-term and special event forecasting.

Available Verint Workforce Management solutions include:

Verint Workforce Management Essentials™. This contact center software is presented as a great place to start a CX Automation journey. The solution can help organizations transition from manual scheduling with spreadsheets to real-time automation with robust functionality and fast time to value. It makes forecasting and scheduling easier for workforce planners and employees. The cloud deployment with prebuilt events and scheduling rules alleviates the administrative burden of building a staffing model from scratch, helping organizations get up and running in record time.

Verint Back-Office Workforce Management™. This suite of solutions helps improve speed, accuracy and efficiency of customer supporting, back-office functions by capturing real-time data to create visibility and control across teams and optimize the work, processes AND the workforce – both human and digital.

Verint Workforce Management for Branch™. Purpose built for the branch environment, this solution helps banks and credit unions drive sales and revenue growth based on the needs of specific branches and markets, improve efficiencies, and elevate the customer experience.