Forecasting, Scheduling, and More to Balance Your Workforce with Workload
Having the right number of employees—with the right skills—in place at the right time is a critical link in delivering superior customer service and managing costs. Verint offers enterprise workforce management (WFM) solutions to help organizations strike the optimal balance between workload and staffing—in contact centers and across the enterprise, including branches and back-office operations.
Verint workforce management solutions include:
- Verint Workforce Management for contact centers
- Verint Enterprise Workforce Management for all areas of the enterprise that impact the customer experience, including branch and back-office operations
Built on the unified architecture, Verint’s workforce management solutions capitalize on a rich heritage of proven WFM solutions from Blue Pumpkin, Witness Systems, and GMT.
Verint Workforce Management
Verint Workforce Management helps call centers, contact centers, and omnichannel customer engagement centers automate forecasting and scheduling and track schedule adherence while providing performance management and eLearning capabilities.
With Verint Workforce Management, contact centers can reduce costs by staffing appropriately to meet their workload, enhance service by scheduling agents with the appropriate skills at the right time, and improve agent effectiveness and retention with eLearning, performance management, and agent self-service capabilities.
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Verint Enterprise Workforce Management
Verint Enterprise Workforce Management is a Web-based solution for planning, forecasting, and scheduling work and managing resources and processes across the enterprise, from contact centers to branch and back-office operations.
Verint Enterprise Workforce Management provides unified applications designed specifically to help organizations gain visibility into—and more effectively manage—the work they perform, the activities of people who perform it, and the processes used to accomplish it. The solution offers a single view into all employees, including their respective skills, proficiencies, rank, and availability to handle workload.