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Workforce Optimization to Drive Better Performance and Enhance the Customer Experience

Imagine having insight into your customers’ wants and needs—insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors. 

Imagine knowing how effectively your organization delivers a pleasing customer experience—not only in the contact center, but across all the areas of the enterprise that “touch” customers in some way.

Imagine having visibility into your day-to-day operations, understanding who’s doing what, when, and how, giving you the information you need to drive operational efficiencies, meet service goals, minimize risk, and improve processing quality and effectiveness. 

Now, imagine being able to put all of this information together into a comprehensive, unified approach for managing the customer experience.

Verint Workforce Optimization solutions can help you do all this, and more. Our customer-centric workforce optimization solutions can work across your entire enterprise, as well as in contact centers, branch operations, marketing and customer care, back-office operations, and financial compliance.  With Verint Workforce Optimization solutions, you can capture and manage information about your customers and performance, then use it develop predictive insights for driving measurable, sustainable business results. 

workforce optimization

Enterprise Workforce Optimization

Verint offers workforce optimization solutions that work across the enterprise, helping organizations gain deeper visibility into organizational performance and customer needs. By leveraging this intelligence, your business can better engage customers, deliver a more consistent customer experience, and gain valuable insight for continually refining products, services, processes, operations, and staffing.

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contact center

 Contact Center Solutions

Today’s contact centers come in many sizes and have a wide range of requirements. That’s why Verint offers workforce optimization solutions for different types of contact centers, including single- and multisite, virtual, outsourced, and offshore centers.

From traditional, telephone-based call centers to complex, multichannel contact centers, our workforce optimization solutions are proven and practical. They capitalize on Verint’s rich technical heritage, which encompasses solutions developed by Blue Pumpkin Software, Witness Systems, Mercom, Iontas , and Vovici, a Verint Company.

In fact, Verint is the first provider in the industry offering a fifth-generation enterprise workforce optimization solution. Our Impact 360 suite sets new standards for total cost of ownership, depth of functionality, system administration, real-time enterprise collaboration, navigation, and ease of use. It can help organizations improve workforce performance and optimize service processes.

For smaller contact centers, our Impact 360 Express and Audiolog solutions offer robust functionality for capturing calls and data, monitoring quality, and more.

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Branch Operations Solutions

Retail financial institutions depend heavily on branch offices to provide a local presence for their customers—and must balance branch productivity and performance with revenue generation, service quality, customer satisfaction, cost containment, and staff retention. Verint provides a range of products and services to help retail banks optimize branch operations.

Our portfolio of solutions for retail financial services includes:

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marketing and customer care

Marketing and Customer Care Solutions

Today, it’s more important than ever to engage with customers, capture and analyze their feedback, and use it to make better decisions across your enterprise. Verint’s Customer Analytics solutions can help you achieve this goal. Marketing and customer care executives in a broad range of industries rely on our solutions to better understand the customer experience, drive satisfaction, optimize operations, and increase revenue.

Verint Voice of the Customer Analytics solutions offer powerful functionality for marketing and customer care, including:

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back office

Back-Office Operations Solutions

Back-office performance can have a significant impact on customer loyalty and business profitability, but can be highly complex to capture and analyze.  With Impact 360 for Back-Office Operations, you can gain unprecedented visibility into  your back-office operations, helping you  improve quality, productivity and process consistency; meet service-level agreements; and reduce resource and processing costs.

Impact 360 for Back-Office Operations is a comprehensive, workforce optimization portfolio for addressing virtually every facet of back-office operations, with:

Desktop and Process Analytics to promote best practices and measure application usage and process adherence.
Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards.
Workforce Management to align your staff with your workload and reduce resource costs.
Quality Monitoring to automate the capture of employee screens and the administrative tasks associated with monitoring, tracking and measuring employee and organizational performance.
eLearning to rapidly address skill gaps and changes in processes, programs, and regulations.
Consulting Services to baseline your operations, design an operating model specific to your needs, and create a change management program to help you achieve your goals.

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Financial Compliance Solutions

Financial institutions and trading rooms are typically required to record and archive their voice interactions to ensure compliance with requirements from local and international central banks, security commissions, and government regulations.

Impact 360 for Financial Trading is a proven, reliable system for capturing, indexing, and retrieving trader calls quickly and appropriately, regardless of where they were recorded in the organization.

In addition to Impact 360 for Financial Trading, Verint offers optional encryption functionality to help ensure compliance with the Payment Card Industry Data Security Standard (PCI DSS) and other security requirements.

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Mobile Solutions

Verint mobile applications are designed to help busy executives, managers, and employees gain on-demand access to critical business information using their smartphones and tablets. Our mobile solutions can enable employees across the enterprise to capitalize on the powerful functionality of Verint workforce optimization and Voice of the Customer Analytics solutions, both within and outside the workplace.

Verint mobile applications include:

Impact 360 Mobile – Provides the benefits of Impact 360 Workforce Optimization to users of mobile devices, with capabilities available for contact centers, branch operations, and back-office operations. With this native mobile app, users can:

  • View daily and weekly schedules for individuals and teams.
  • Submit, edit, waitlist, withdraw, approve and deny time off requests.
  • View key performance indicator (KPI) scores and related information from Impact 360
Performance Management Scorecards

Verint Enterprise Feedback Management Mobile – Offers an immediate, convenient, and engaging way to collect customer feedback at the point of experience. You can capture customer feedback anytime, anywhere by easily deploying mobile surveys offline or online using the mobile browser, or SMS, in device-friendly formats, on a range of mobile devices.

With Verint mobile apps, organizations can capture the voice of the customer—anytime and anywhere—and operationalize that feedback to enhance customer service and the overall customer experience.

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Impact 360 Mobile

EFM Mobile from iTunes

EFM Offline Mobile from iTunes

EFM Mobile from Google Play

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