You chose CCaaS to move the interaction. Choose Verint for everything your people do next — forecasting, scheduling, quality, coaching, and analytics, running natively on the CCaaS you already own.
Enterprises use Verint to run the workforce behind the contact center.
A multi-national insurance company decreased attrition by 30%, and reduced absenteeism by 23% and achieved a 17x return on investment.
Stanley Black & Decker Outdoor increased contact center capacity by 20% without adding headcount, and expanded agent training and coaching by 250%.
Wix drastically cut time spent scheduling agents, drove 15% higher adherence and 10% greater scheduling accuracy, resulting in a 3% boost in CSAT.
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“The contact center and branch staff are being scheduled using complex rules, but, at the click of a button, the complex rules are being used in background to ensure the best run schedule with least amount of manual scheduling interventions required all whilst providing accurate forecasts too…Verint Workforce Management ticked more boxes, was more customizable, and best suited to our needs.”
“We use Verint WFM to forecast and schedule our call center agents. It helps save time and resources on forecasting as well as making it flexible for the agents to trade their preferred slots…[Verint] has more functionalities and flexibility.”
“Verint has been instrumental in finding innovative ways for us to right size our staff and departments. We have been able to more effectively retain staff because we are doing innovative things to help manage the workforce across the organization as a whole.”
“We wanted a unified view of every person that impacts our service experience, including skills and availability to handle workload. Verint Workforce Management has simplified workforce management and increased agility.”
“Our workforce is more dispersed than ever, handling a broad range of tasks and servicing our customers across a variety and everchanging number of channels, languages and departments. Verint Workforce Management gives us complete visibility across the workforce, allowing the team to quickly and accurately schedule resources to meet customer demand.”
Outcome: An insurer saved $4.5 million and reduced attrition by 30% by giving agents unlimited scheduling flexibility.
Evaluate every interaction instead of a sample, and get a fuller picture of performance.
Outcome: Fiserv, a global fintech and payments company, scaled evaluations from 1% to 96% of interactions.
Reduce compliance risk and get a holistic view of CX.
Verint received Leader recognition in Overall, Product Experience and Customer Experience categories, and was designated an Exemplary provider of Workforce Engagement Management, reflecting consistent performance helping organizations reduce friction, improve decisions and deliver measurable CX outcomes.
“Verint is recognized as a leader in Workforce Engagement Management due to its strong specialization in WEM and its evolution into an AI-enabled platform that seamlessly manages both human and automated resources.”
Learn how Verint Workforce Engagement is driving meaningful business outcomes across industries. Contact a Verint representative today.
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