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:
- Impact 360 Workforce Management for larger contact centers
- Impact 360 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 of the innovative Impact 360 suite, Verint’s workforce management solutions capitalize on a rich heritage of proven WFM solutions from Blue Pumpkin, Witness Systems, and GMT.
Impact 360 Workforce Management
Impact 360 Workforce Management helps larger multi-site, multimedia contact centers automate forecasting and scheduling and track schedule adherence while providing performance management and eLearning capabilities.
With Impact 360 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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Impact 360 Enterprise Workforce Management
Impact 360 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.
Impact 360 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.