Optimize staffing, evaluate interactions, and improve performance across every customer touchpoint, digital and voice, human and bot.
by reducing under- and over-staffing while increasing CSAT with Verint Workforce Management.
Overstaffed costs you lost capacity. Understaffed means missed service goals, lost customers, and burned-out agents who quit. Every contact center runs this balancing act every single day.
$4.5M saved by an insurer fixing under/over-staffing while raising CSAT (Verint WFM)
Traditional QM samples a fraction of interactions. That means most compliance breaches, coaching gaps, and unhappy customers never get reviewed at all — until they become a regulatory fine or a churned account.
1% → 96% compliance coverage growth, saving 1,200 FTEs in the process (Verint Quality Automation)
Voice, chat, email, back office — if it’s scattered across silos and formats, you’re making workforce and quality decisions on a sample, not the whole truth. And regulators (GDPR, PCI-DSS, HIPAA, MiFID II) don’t grade on a curve.
$4M saved automating scoring of 1.8M interactions that would otherwise go unreviewed
Scheduling, forecasting, and adherence, so the right people (and bots) are doing the right work at the right time.
Evaluate every interaction, human and bot, to find opportunities to coach and improve.
Every channel, captured and unified, so nothing is missed and nothing lives in a silo.
Explore the area you’re here for.
Automatically evaluate up to 100% of interactions, across human and AI agents, and turn insight into effective coaching and better outcomes.
Why it matters: Sampling a fraction of calls means most performance and risk issues never surface.
Proof point: 38% increase in agent quality in 5 months (BNP Paribas)
Automatically monitor and score every interaction against regulatory and internal standards, increasing compliance without added headcount.
Why it matters: Regulatory penalties for GDPR, PCI-DSS, HIPAA, and MiFID II breaches are expensive — and preventable.
Proof point: 15% increase in compliance scores (First National Bank of South Africa)
Capture, secure, and unify interaction data from every voice and digital channel, so nothing lives in a silo.
Why it matters: Every workforce and quality decision is only as good as the data underneath it.
Proof point: Foundational layer for every WFM, QM, and compliance decision above it.
Incorporate AI Agent impact on volumes and handle times into demand forecasts and human agent schedules. Build comprehensive staffing plans that meet your SLAs for a multi-skilled workforce across contact center, back office, and branch.
One workforce, one view
Interaction data from every source — voice, digital, back office — is aggregated and secured, so decisions are based on the complete picture, not a sample. Monitor quality and manage performance of human and AI agents in a single interface.
Breaks down data silos
Open APIs and pre-built connectors ensure seamless integration with current systems. Deploy onto your existing CCaaS and infrastructure. No rip-and-replace, no forced move to the cloud, no disruption.
Fits what you already have
A track record of measurable outcomes across industries, backed by top-rated reviews and analyst recognition — see below.
Proven at scale
Most competitors bolt AI features onto legacy WEM software. Verint was built AI-first, so optimizing and safeguarding a hybrid workforce isn’t an add-on — it’s the foundation. Verint closes the gap between having interaction data and doing something with it, turning fragmented data into faster, more confident action for every agent, human or AI, at every touchpoint.
saved reducing under/over-staffing while increasing CSAT.
saved automating scoring of 1.8M interactions.
compliance coverage, up from 1% — 1,200 FTEs saved.
increase in agent quality within 5 months.
increase in compliance scores.
saved annually from a 4-week targeted coaching engagement.
Die Verint CX Automation Platform hilft Contact Centern, CX-Workflows zu automatisieren und schnell messbare Ergebnisse zu liefern. Sie wurde für den Betrieb in Ihrer Systemumgebung entwickelt, lässt sich in jedes CCaaS-, CRM- oder KI-Modell integrieren, macht einen kompletten Austausch überflüssig und beschleunigt die Wertschöpfung.
Workforce Engagement Management runs on the same CX Data Hub and Verint Da Vinci™ AI as every other Verint capability — so workforce, quality, compliance, and recording decisions are all based on the same complete data set.
Prognostizieren, planen und terminieren Sie Ressourcen präzise in Unternehmen mit hohen strukturellen und vielfältigen operativen Anforderungen, die strikte Governance-Vorgaben und regionale Arbeitsgesetze einhalten müssen sowie ihren Mitarbeitenden große Flexibilität bieten möchten.
Stellen Sie in kurzer Zeit robuste, KI-gestützte WFM-Funktionen bereit. Die Software wurde für Inbound-Contact-Center entwickelt, die Wert auf Benutzerfreundlichkeit und die Fähigkeit legen, die Bedürfnisse des Unternehmens mit dem Arbeitserlebnis in Einklang zu bringen.
Integrieren Sie KI-gestützte Funktionen für die Intraday-Optimierung, die Automatisierung von Dienstplanänderungen, vorausschauende Analysen und vieles mehr in Ihre bestehende WFM-Lösung von Verint oder Calabrio.
Bieten Sie Mitarbeitern und Führungskräften Echtzeit-Einblick mithilfe rollenbasierter Leistungs-Scorecards und Dashboards, die sich in WFM-, QM- und Coaching-Workflows integrieren lassen, um die Leistung zu steigern.
Ermöglichen Sie Ihren Mitarbeitenden rund um die Uhr und von überall aus den Zugriff auf ihre Dienstpläne und Leistungskennzahlen.
Ermöglichen Sie Agenten, Ihre Schichtpläne unbegrenzt zu ändern und halten Sie dabei die Anforderungen des Unternehmens und die Bedürfnisse Ihrer Kunden in Balance.
Workforce engagement management is a suite of solutions designed to maximize the value of employees by ensuring you have enough people, with the right skills, at the right time to meet customer demand and deliver on your CX and service goals. Contact center workforce engagement management solutions bring workforce management capabilities, like forecasting and scheduling, together with interaction recording, quality management, performance management, and more. By connecting these tools, WEM solutions like Verint’s give organizations greater control and a complete view of performance, so they can improve customer experience, retain their best talent, and deliver stronger business outcomes.
WEM software accurately forecasts customer demand across channels, interaction types and functions so you have enough people to quickly respond to customer inquiries when and where they interact. Providing fast and accurate service improves CX, increases customer loyalty and retention. The solutions maximize employee utilization, minimizing overtime and reducing costs. Recording, Quality Management, and Performance Management helps ensure every interaction is compliant and delivering an exceptional experience. By identifying compliance risks, agent skill gaps, and performance trends at scale, contact centers can act faster to remediate risks, improve agent performance, and continually optimize for ever evolving customer expectations.
Workforce Management (WFM) software provides forecasting, planning and scheduling capabilities. WEM software includes forecasting, planning and scheduling, but also includes recording, quality management, and performance management capabilities with rich data insights that identify trends and opportunities to improve staffing efficiency, agent performance, compliance, and CX. Learn about Verint’s Workforce Management Software.
Verint WEM und der TimeFlex Bot stellen Mitarbeitenden Self-Service-Planungsfunktionen zur Verfügung. Damit können sie den Einsatzplan unbegrenzt ändern, um ihn auch spontan an Ereignisse im Privatleben anpassen zu können. Mitarbeitende müssen sich nicht mehr zwischen Arbeits- und Privatleben entscheiden. Diese Möglichkeit reduziert ungeplante Abwesenheiten und erhöht die Mitarbeiterbindung. Der 24/7-Zugriff auf Echtzeit-Leistungskennzahlen über die mobile MyVerint App bietet Mitarbeitenden zudem die gewünschte Transparenz, sodass sie verpasste KPIs proaktiv angehen und sicherstellen können, dass sie ihre Leistungsziele erreichen. Die mobile App ermöglicht es ihnen auch, Schichten einfach zu tauschen und Echtzeit-Benachrichtigungen für freiwillige Freistellung oder Überstunden zu erhalten. All diese WEM-Softwarefunktionen tragen zu höherer EX sowie weniger Fluktuation und Fehlzeiten bei.
Verint and Calabrio have merged into one company to automate CX workflows and deliver measurable business outcomes. Together, Verint and Calabrio create the world’s deepest WEM AI brain trust, built on the largest contact industry. Calabrio One is now part of Verint’s center data set in the Workforce Engagement solution set, and brands can choose to automate their contact center workforce management and elevate customer experiences with the solution that’s right for their business needs.
