Back-Office Operations: Deliver exceptional speed and service at the right cost
Back-office operations can greatly impact costs and CX. Learn how back-office workforce management is driving business outcomes, now.

Sample benefits of Verint Back-Office Workforce Management solutions
- 20%-40%
Increase in employee productivity
- 60%-90%
Improvement in processing times
- 20%-40%
Improvement in customer satisfaction
CX Automation Is a Game Changer in Back-Office Operations
For decades back-office operations have been solely focused on the work – the applications and forms they need to process. Work item automation brought efficiency gains but still left a lot of opportunity on the table.
CX Automation picks up where work item automation left off by leveraging automation to improve the performance of your most valuable (and costly) asset – your people.
Here’s how it works.
Work Item Automation Forever Changed the Back Office
Today, most back offices use work item automation tools like BPM, workflow, or RPA solutions. These revolutionized the back office by eliminating repetitive, non-value-added tasks and reducing human touchpoints. Organizations have been able to streamline processes, improve employee productivity, and deliver higher quality outputs.
Now imagine if you could use automation to improve your employees’ performance and ensure they are working at their maximum potential.
Unlock Your Back-Office Capacity Potential
Best-in-class back offices are taking a page from their contact center counterparts, and leveraging workforce engagement solutions to improve the productivity and effectiveness of back-office knowledge workers. These solutions, like workforce management (WFM), workload balancing, quality monitoring, and performance management, have new, purpose-built capabilities to address the unique needs of complex, back-office processing functions.
Today, Verint Workforce Engagement solutions include AI-powered bots that work alongside humans to improve employee productivity and capacity while also reducing costs and elevating CX.
Combine Work Item and Workforce Engagement to Improve Employee Productivity
Workforce Engagement solutions, like Verint Workforce Management (WFM), work in conjunction with work item automation to provide a more effective, complete operational Combining work item management and back-office WFM solutions creates a complete operational picture empowering managers to improve speed, quality and efficiency view and approach to managing the work and your people in the back office. It gives you the essential data and automation you need to:
- Understand your true workload
- Determine your capacity and FTE needs
- Increase processing and throughput rate
- Ensure employees are focused and processing work
- Balance staff and workloads to meet your SLAs
- Identify ways to drive continuous improvement.
By focusing on the work AND your people, you can realize your full capacity potential and deliver a differentiated customer experience at a lower cost.
Sample Benefits of Verint Back-Office Workforce Management Solutions
- 20%
Increase in capacity and effectiveness
- 40%
Improvement in Net Promoter Score (NPS)
- 30%
Reduction in overtime
“We gained complete insight into process inefficiencies, true volumes, skills, capacity, and customer demand by the second. We use this unrivaled insight to improve performance and more effectively plan and balance workloads.”
NEW! Verint Work Allocation Bot
The Verint Work Allocation Bot automates the prioritization and allocation of work for back-office operations, especially those that execute complex, multi-touch, multi-step processes. The bot ensures the right work is assigned to the right employee at the right time to meet your task and process service goals without any manual intervention.
Back-Office Workforce Engagement solutions
Back-office automation
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Verint Operations Visualizer
Verint Operations Visualizer
Back-office employees work on multiple work types and processes, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?
You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.
Real-time visibility into employee activity data is replacing traditional management by walking around.
Verint Operations Productivity
Increasing time in production creates value. But how effective are your employees while they are in production?
Effectiveness is the amount of work that one expects to be able to do in the time available. It can be quite difficult to measure effectiveness as you need to know not only how much time was worked, but also the amount of work that should have been done based on work type, standard handle times, and scheduled time in production.
Verint Operations Productivity can not only analyze and measure the effectiveness of employees, but can compare employee performance against goals. This gives the employee and manager transparency into activity vs. goals. It empowers the employee to self correct and own their performance.
Verint Operations Productivity
Verint Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans. These resource plans help you increase capacity and maximize utilization across teams.
The solution calculates the number of resources, with which skills, you will need to process the work within your service goals. For true accuracy, Verint Operations Productivity also captures time spent on activities outside of customer support and production work, such as project, meetings, training, enrichment activities, as well as the need to have coverage for lunches, breaks, absences, vacation and idle time.
Additionally, the solution factors in employee proficiency, as people are not robots. Their skills vary and disruptions happen, so a utilization and proficiency factor creates a more accurate, and fair resource plan.
Learn how the National Health Services identified 29% capacity, allowing them to speed turnaround times and reduce backlogs.
Verint Operations Manager
Meet end-to-end service level agreements (SLAs) by rebalancing and reprioritizing workloads intraday. Real-time data on employee activity, work volumes and status arm back-office managers with the insights needed to address peaks and valleys, identify process bottlenecks and respond to unforeseen events.
Unfortunately, organizations face multiple challenges when trying to dynamically prioritize and allocate work to meet SLAs, including the:
- Difficulty in tracking service requests and work items end-to-end, from the point of origin through execution.
- Variability of SLAs, with work items needing to be turnaround in just hours, or days or even weeks.
- Complexity of work items which can cross three to five functional areas, e.g., contact center, order fulfillment, shipping, billing, etc.
- Need to have multiple people with different skills or knowledge handle the same work item.
- Times when work gets “lost” in handoffs, or left in someone’s work queue while on vacation, or placed into a forgotten “pending” state.
Verint Operations Manager, back-office managers have insight into work across teams and back-office departments and can keep work flowing, ensuring the highest priority work gets done on time at the right cost.
For example, a leading insurance company achieved a significant increase in operational productivity with our solution. They improved their back-office processing times by 23% and enabled their back-office staff to make trusted, informed decisions faster.
Verint Operations Manager
Reduce the amount of rework, missed service goals, and the added cost of customer complaints with automated work allocation, reprioritization and quality workflows.
Verint Operations Manager can help ensure compliance to SLAs, processing standards, quality and regulatory standards with simplified quality sampling and spot-checking of in- process work.
Verint Operations Visualizer
Verint Operations Visualizer
Back-office employees work on multiple work types and processes, across different systems, teams and locations – including remote. So how do you know who’s doing what, when, and if it’s the right activity for that time?
You need a new way of working. Verint Operations Visualizer can capture how employees are spending their time. Real-time employee activity data uncovers opportunities to refocus employees on production or customer-service related activities. Giving employees visibility into this data typically results in a 10% improvement in productivity (% of paid hours spent handling customer enquiries), as employees self-correct how they spend their time.
Real-time visibility into employee activity data is replacing traditional management by walking around.
Verint Operations Productivity
Increasing time in production creates value. But how effective are your employees while they are in production?
Effectiveness is the amount of work that one expects to be able to do in the time available. It can be quite difficult to measure effectiveness as you need to know not only how much time was worked, but also the amount of work that should have been done based on work type, standard handle times, and scheduled time in production.
Verint Operations Productivity can not only analyze and measure the effectiveness of employees, but can compare employee performance against goals. This gives the employee and manager transparency into activity vs. goals. It empowers the employee to self correct and own their performance.
Verint Operations Productivity
Verint Operations Productivity captures actual handle times for all work types so you can create accurate demand forecasts and capacity plans. These resource plans help you increase capacity and maximize utilization across teams.
The solution calculates the number of resources, with which skills, you will need to process the work within your service goals. For true accuracy, Verint Operations Productivity also captures time spent on activities outside of customer support and production work, such as project, meetings, training, enrichment activities, as well as the need to have coverage for lunches, breaks, absences, vacation and idle time.
Additionally, the solution factors in employee proficiency, as people are not robots. Their skills vary and disruptions happen, so a utilization and proficiency factor creates a more accurate, and fair resource plan.
Learn how the National Health Services identified 29% capacity, allowing them to speed turnaround times and reduce backlogs.
Verint Operations Manager
Meet end-to-end service level agreements (SLAs) by rebalancing and reprioritizing workloads intraday. Real-time data on employee activity, work volumes and status arm back-office managers with the insights needed to address peaks and valleys, identify process bottlenecks and respond to unforeseen events.
Unfortunately, organizations face multiple challenges when trying to dynamically prioritize and allocate work to meet SLAs, including the:
- Difficulty in tracking service requests and work items end-to-end, from the point of origin through execution.
- Variability of SLAs, with work items needing to be turnaround in just hours, or days or even weeks.
- Complexity of work items which can cross three to five functional areas, e.g., contact center, order fulfillment, shipping, billing, etc.
- Need to have multiple people with different skills or knowledge handle the same work item.
- Times when work gets “lost” in handoffs, or left in someone’s work queue while on vacation, or placed into a forgotten “pending” state.
Verint Operations Manager, back-office managers have insight into work across teams and back-office departments and can keep work flowing, ensuring the highest priority work gets done on time at the right cost.
For example, a leading insurance company achieved a significant increase in operational productivity with our solution. They improved their back-office processing times by 23% and enabled their back-office staff to make trusted, informed decisions faster.
Verint Operations Manager
Reduce the amount of rework, missed service goals, and the added cost of customer complaints with automated work allocation, reprioritization and quality workflows.
Verint Operations Manager can help ensure compliance to SLAs, processing standards, quality and regulatory standards with simplified quality sampling and spot-checking of in- process work.
3 secret ingredients to transform your back-office automation
Watch this LinkedIn Live discussion on-demand as Omer Minkara, VP & Principal Analyst, Aberdeen Strategy & Research, and Nicole Nevulis, Senior Director, Go-to-Market, Verint, discuss Aberdeen’s latest research into back-office operations.
Omer shares industry statistics of best in class back-office operations and the three secret ingredients these organizations leverage to outperform their peers.
3 Secret Ingredients to Transform Your Back-Office Automation English
Back-Office Workforce Management: all solutions are not the same
Workforce management solutions were born in the contact center. But managing the workforce in the back office is more complicated. Organizations need a purpose-built solution to handle the complexities and variability of back-office operations.
Verint Operations Manager, part of Verint Platform and CX Automation solutions, can capture all work types and volumes from the different systems to create a single source of operational truth. Using this data, they can understand:
- How employees are spending their time, uncovering opportunities to improve employee productivity and capacity.
- The volume of work by type, both backlog and new arrivals, to create accurate capacity plans and enable intraday workload balancing.
- The status of work against their SLAs so managers can proactively re-prioritize work based on service goals.
Read the blog: Top 6 Challenges in Extending WFM Beyond the Contact Center
Extending WFM into the back-office
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Back-office WFM success stories
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