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Impact360 Workforce Management for Back-Office Operations

Staff Appropriately for Your Workload and Enhance Performance

Verint Workforce Management is web-enabled software that simplifies the complex task of forecasting and scheduling, and provides performance management and eLearning capabilities.

Designed to work across the enterprise, Verint Workforce Management provides accurate forecasting for intra-day, daily, and long-term workload. It can help you produce optimal schedules by balancing  defined shift rules, work patterns, breaks, targeted service-level goals, and individual skills, proficiencies, and preferences, enabling you to:

  • Schedule meetings or training without impacting service levels.
  • Comply with government, union, and “time-banking” regulations.
  • Create centralized forecasts and schedules with a single point of control over the entire network, or decentralized schedules that allow for decision-making at individual sites.
  • Schedule based on skills, work queues, and other parameters.
By better balancing workload with staffing, Verint Workforce Management can help your contact center and back-office operations lower their costs by reducing overstaffing, overtime, and shrinkage (time for which contact center agents are paid, but not producing work). Moreover, since Verint Workforce Management automates many time-consuming tasks (including  performance management and training), it can free supervisors to coach their staff.

As a web-enabled solution, Verint Workforce Management eliminates the expense and administrative burden of thick-client solutions.  It also offers the benefit of being part of Verint’s Workforce Optimization suite. This unified suite brings together software and services for quality management and recording, voice of the customer analytics, desktop and process analytics, workforce management, performance management, eLearning, coaching, time and attendance, and more into a unified solution for analyzing customer interactions, improving workforce performance, and optimizing service processes.