Forrester Consulting’s The Total Economic Impact™ of Verint study, commissioned by Verint, found that by using WFM customers were able to automate schedule management, improve employee productivity and reduce shrinkage. Performance Management enabled them to automate scorecards and contact center reporting.
“We’ve been able to do a much better job of forecasting and have moved adherence to schedules from 60% to 70% up to 93%.” – Assistant Workforce Manager, Financial Services
Workforce Management: Can You Afford to Wait?
Your contact center agents are the face of your organization. Today’s agents demand flexible schedules, meaningful work, and straightforward telework. You will lose talented agents if you cannot accommodate these needs. The time to act is now. Read 5 Ways to Reimagine WFM to learn more.
It’s Time to Reimagine Workforce Management
We’ve reimagined how to make Workforce Management software easy to use in an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers.
We’ve removed the complexity without removing the features you depend on. Our modern, cloud-based interface is optimized to make common tasks easy. Are you ready for streamlined visualizations allow workforce managers to see all they need without toggling screens?
Making Workforce Management Easy. Together.
With Verint, you can have flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.
- Fewer clicks to make a schedule
- Full-featured cloud deployment
- More flex scheduling options
- Simpler way to manage work across the enterprise
- A single schedule across locations, channels, and telework
Workforce Management Customers
Iconic brands depend on Verint WFM Solutions to improve their CX and reduce costs across the enterprise.
WFM Software Provides More Flexibility
We get it. Life is more complicated than ever. Your employees demand flexibility to balance their work responsibilities and busy lives.
Verint Workforce Management includes mobile apps for agents and supervisors. Employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their devices. Verint Workforce Management includes:
- Flex Time Off Requests
- Task and Channel Switching
- Shift Swaps
The Performance Insights You Need
With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:
- Automatically triggered coaching sessions
- Insight into productivity metrics by channel type and comparison to goal
- Out-of-the-box workflows for alerting of outlier performance
- Automation workflows to update shift and vacation bidding based on performance
- Pre-built integrations into multiple 3rd party sources for external KPIs
Workforce Management Across the Enterprise
Did you know that the average company’s back office has far more employees than its contact center? If you aren’t currently using workforce management software in your back office and branch network, you have a huge blind spot when it comes to efficiently managing your workforce.
Verint offers purpose-built workforce management functionality for back-office operations and branches, including:
Activity-Based Scheduling – Scheduling in the back office focuses resources on specific production activities for blocks of time that align with work arrivals, volumes and deadlines.
Backlog and Ageing – A WFM system must account for volume and age of work in the backlog to prioritize how resources spend their time.
Robust Labor Modeling and Position Planning – Retail bank branches and distributed service centers must factor in many role types, regional float pools, and roaming specialists who cover multiple locations.
Cloud Workforce Management without Compromise
With Verint Workforce Management in the cloud, you enjoy a more secure, reliable and powerful experience. Advantages include:
- Experience new releases without upgrade expenses or hassle
- Add more users or enable new features quickly
- Reduce the financial and technical burden on your IT organization
- Strengthen security, performance and reliability
- Leverage market-leading high availability platform
We deliver the same capabilities for cloud and on-premises. Our open, API-first architecture works with any ACD you choose. That means you never have to settle for feature limitations when moving to the cloud.