

According to research from Statista1 and Invoca2, there are approximately 2.9 million people working in contact centers in 2024, and approximately 60 percent of those are call center agents who work either hybrid or fully remote. This is up dramatically from pre-pandemic levels of 40 percent.
To effectively manage a remote workforce, contact centers need to keep a continual line of communication with these agents. They also need a means of ensuring agents are working when needed, focused on the work at hand, and have the tools they need to respond to customer inquiries.
One way to keep these employees engaged and informed is with mobile access to their schedules and performance metrics.
Enter the new MyVerint Mobile Application.
This app is a one-stop shop for contact center agents’ day-to-day needs. Agents can manage their schedule and performance data on their phone, anytime, anywhere. The new MyVerint App modernizes the mobile-first agent experience with a new interface and capabilities powered by data, AI and the breadth of Verint Platform.
MyVerint Makes Remote Agents’ Lives Easier
The MyVerint app has a new, intuitive interface with “Ask Verint” leveraging the natural language capabilities of Verint Intelligent Virtual Assistant (IVA) technology. In the style of an IVA, the application allows you to chat with the app to drill down and refine the inquiry to get to the correct answer or response.
MyVerint quickly walks the employee through common requests such as viewing shift details and performance. The app prompts employees on what is needed to complete their request, helping ensure the request is submitted accurately and limiting potential delays due to errors.
The result is an improved employee experience that makes the change request steps easier and faster. Watch these videos to learn how the MyVerint app empowers agents to:
- Request time off
- Volunteer for overtime
- Request a shift swap
- Check their performance status
- And new to MyVerint – they can adjust their schedules with Verint TimeFlex Bot.
From within the MyVerint App, employees can access the TimeFlex Bot to adjust their schedules for all those unexpected changes that pop up, like needing to take a sick child to the doctor. To learn more about the TimeFlex Bot and how it works, check out this video.
MyVerint App Makes Managers’ Lives Easier
Did I mention that many of these workflows are automated based on AI and pre-defined rules? This means that managers are no longer bogged down with analyzing and approving or denying every request for time off, a shift swap, or request for a shift change.
Their day no longer starts with an inbox full of schedule change requests. Verint Workforce Engagement solutions that power the MyVerint App ensure that there is always a balance in request fulfillment, and that changes do not negatively impact service levels.
In fact, with the TimeFlex Bot, one multi-national insurer saw a 10x increase in the number of monthly shift changes versus prior to the implementation of the AI-powered Verint solution – all without manager intervention. As a result, the insurer saw a 23 percent decrease in absenteeism and a 30 percent reduction in attrition.
The MyVerint App also empowers managers with push notifications, enabling them to alert agents to changes or company announcements directly on their mobile device.
Contact us to learn more about the new MyVerint App!
1 Contact center employees in the United States 2014-2023, by Raphael Bohne, Statista.com, May 23, 2024
2 60% of Contact Center Agents Plan to Leave Their Jobs — Here’s Why, Invoca.com, July 13, 2023