Outsourcing Provider Reduces Workforce Management Operations Time by 40% with Verint
A global sales outsourcing provider is using modern, cloud-based Verint Workforce Management (WFM) to re-imagine scheduling and demand forecasting in multiple countries and languages.
Results
- 40%
Less time devoted to WFM operations through automation and efficiencies.
AI-powered automation streamlines workforce scheduling.
4 months to go live.
About the Global Sales Outsourcing Provider
A global sales outsourcing provider is using modern, cloud-based Verint Workforce Management (WFM) to re-imagine scheduling and demand forecasting in multiple countries and languages. Deployed in just four months to replace a legacy solution and a second legacy platform that was heavily overpriced, the new, connected WFM solution reduces the time spent on workforce management by 40% through automated scheduling and improved forecasting efficiencies. The complete, single view of the outsourcer’s global workforce simultaneously elevates the customer experience while reducing costs.
Opportunity
A leading multinational sales outsourcing and customer experience agency partners with iconic brands across all major sectors to deliver integrated solutions including sales, merchandising, customer experience, sampling, experiential, shopper marketing, and data science. Headquartered in the U.K., this organization has more than 10,000 employees across all departments and locations including the U.K., Spain, the Philippines, and Eastern Europe.
A diverse portfolio of customers – some large, some smaller nurtured ones – across different countries and industries, all need to be managed against strict service level agreements (SLAs). The team tasked with executing the customer service strategy needs to balance everyday resources with customer demand and skills, language, and holiday availability.
“Before Verint, we didn’t have a standardized workforce management platform,” says the organization’s Head of Forecasting WFM & Realtime. “The tools we used were expensive, and they weren’t intuitive, and couldn’t handle all our channels. Scheduling was labor-intensive, and accurate forecasting took time.”
In addition, prior to Verint, annual leave coordination was fragmented across siloed teams and managed largely through spreadsheets. It often restricted agents to booking only two or three months in advance. This created avoidable bottlenecks, inconsistent visibility, and a heavy manual burden for both operations and HR.
“As part of our RFP, we were primarily looking for a single solution that brought together automation, simplicity, and seamless integration into our legacy systems,” he explains. “With Verint Workforce Management, we did not need to replace our existing CCaaS platform. We can connect to our systems through pre-built APIs, and the solution enables us to manually import data feeds from our customers, which is vital for us as we have customers that are not directly integrated into Verint. Overall, Verint offered the greatest flexibility of any platform we looked at.”
He continues: “The Verint team also impressed us: right from the get-go, they spoke our language, understood our business requirements implicitly, and were highly professional.”
Solution
The BPO deployed the Verint Workforce Management solution in the cloud (AWS Frankfurt) to ensure the right people, with the right skill set, are available at the right time to cost-effectively serve the organization’s growing customer base. “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,” he adds.
For example, the team can create timely, trusted forecasts by analyzing historical volumes, work types, and handle times across all channels. Moreover, dashboards provide real-time visibility into key performance metrics, enabling timely feedback and course correction if needed, helping the team close skill gaps efficiently.
Integrations are also much more straightforward. Verint offers a wide range of APIs, allowing the organization to easily connect into their pre-existing ACD and other systems to source necessary data feeds like queue statistics and performance management scorecards. The team can easily move data between Verint Workforce Management and systems such as HR to meet specific requirements. “The HR team love it, because they now have shared insight into data like holiday request management, which can be approved instantly. It all contributes to faster, more collaborative decisions and a happier workforce.”
Implementation was impressively fast. “We built the schedules and everything else surrounding the implementation in record time. Expert training took place in tandem – so we were live within four months,” the Head of Forecasting WFM & Realtime explains. “It was an exceptional achievement, helped greatly by the quality of the training provided by Verint and the intuitive platform. We are fully enabled to grow our workforce autonomously as needed, which gives us the flexibility we need as a global organisation.”
Another significant advantage realised following the implementation of Verint Workforce Management has been the adoption of Verint Request Management.
With Verint Request Management now fully embedded, the organisation has introduced a seamless, self service experience for agents. Employees can view the full year’s holiday availability in real time, submit requests instantly, and receive automated approvals based on pre defined business rules. This provides clarity, transparency, and a greater sense of empowerment for the workforce.
By transforming a previously fragmented process into a unified, automated workflow, Verint Request Management has strengthened employee engagement, improved accuracy, and contributed to a more agile, well balanced workforce.
“For the first time, we have enterprise wide visibility of time off planning, and our agents have true self service. Within just six weeks, over a thousand leave requests were submitted with almost 80% approved automatically. That simply wasn’t possible before. It’s eliminated manual effort and given everyone far greater clarity.
Benefits
The organization has the facts at its fingertips to accurately schedule employees, matching people with the channel that suits their skills and availability for a specific timeframe. Resources can also be shared across departments to meet peaks and troughs in demand.
Using the previous two legacy WFM platforms, it took one person up to three days to complete the scheduling. Using the AI-powered automation within Verint Workforce Management, it now only takes half of one day. Forecasting operations are also transformed; key forecasts that used to take two hours can now be completed in just five minutes. Overall, 40% less time is now spent on WFM operations.
The impact has been immediate. Within the first six weeks of 2026 alone, more than 1,000 leave requests were submitted through the platform, with a 79% automated approval rate. Managers benefit from the same enterprise‑wide visibility, enabling consistent, data‑driven decision‑making across all programmes and geographies. This shift has removed manual reconciliation, reduced administrative overhead, and ensured that time‑off planning aligns more closely with both employee preference and operational demand.
Managers and agents have insight into how time is being spent and how effectively employees are performing. They can also find opportunities to support through additional training.
Staff are more satisfied in their day-to-day work. For example, leave is approved automatically by the rules within the WFM platform, but if it is declined, they have self-service insight into the reason why it was declined, with automated emails suggesting alternative dates they may opt for.
The organization can now quickly and easily integrate WFM with its ACD, CRM, and other platforms to automate scheduling, improve forecasting, and enhance agent engagement.
“It’s everything the modern outsourcing enterprise needs”, explains the Head of Forecasting WFM & Realtime.
The story doesn’t end there, though. Looking to the future, based on the success it has seen with Verint, the organization may also use Verint Workforce Management as a sell-on tool.
“We may offer WFM to customers as a competitive advantage over other BPOs. By choosing a best‑of‑breed platform that seamlessly integrates with our existing systems rather than forcing a costly rip‑and‑replace of our ACD and other systems, we’ve unlocked a flexible foundation that accelerates business value, empowers us to innovate quickly, and ultimately enables us to deliver stronger, more meaningful outcomes for our clients.”
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