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 AI agents) are doing the right work at the right time.
Evaluate every interaction, human and AI agent, to find opportunities to coach and improve.
Every channel, captured and unified, so nothing is missed and nothing lives in a silo.
Forecast, schedule, and adapt in real time to more effectively balance costs and service for your hybrid workforce. Optimize a multiskilled, omnichannel workforce across real-time and asynchronous interactions while tracking SLAs across contact center and back-office operations.
Why it matters: Staffing wrong costs money either way — idle capacity or lost customers.
Proof point: 20% increase in productivity; 30% reduction in attrition
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)
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 omnichannel workforce across contact center, back office, and branch.
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.
Open APIs and pre-built connectors ensure seamless integration with current systems and workflows. Deploy onto your existing CCaaS and infrastructure. No rip-and-replace, no forced move to the cloud, no disruption.
A track record of measurable outcomes across industries, backed by top-rated reviews and analyst recognition.
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.
La plataforma Verint CX Automation ayuda a los centros de contacto a automatizar los flujos de trabajo de CX y a ofrecer resultados medibles de forma rápida. Diseñada para funcionar con su infraestructura existente, se integra con cualquier CCaaS, CRM o modelo de IA, lo que elimina la necesidad de reemplazar sistemas y acelera el tiempo de obtención de valor.
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.
Pronostique, planifique y programe con precisión los recursos para empresas que necesitan una estructura más profunda, gobernanza, leyes laborales regionales, diversas necesidades operativas y flexibilidad avanzada para los empleados.
Acelere la implementación de capacidades robustas de WFM impulsadas por IA, diseñadas para centros de contacto entrantes que buscan facilidad de uso y la capacidad de equilibrar las necesidades de la organización con la experiencia del empleado.
Incorpora funciones basadas en inteligencia artificial para la optimización intradía, la automatización de cambios en los horarios, los análisis predictivos y mucho más en tu solución actual de gestión de la fuerza de trabajo (WFM) de Verint o Calabrio.
Ofrece a los empleados y directivos visibilidad en tiempo real mediante cuadros de mando y paneles de control de rendimiento basados en funciones, que se integran con los flujos de trabajo de gestión de la fuerza de trabajo (WFM), gestión de la calidad (QM) y coaching para impulsar un mejor rendimiento.
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
Empodere a los agentes para realizar cambios ilimitados en los horarios mientras equilibran las necesidades del negocio y de sus clientes.
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 y el TimeFlex Bot ofrecen a los empleados capacidades de programación de autoservicio, lo que les permite realizar cambios ilimitados en sus horarios para ajustarlos “en el momento” a medida que surgen imprevistos en la vida. Los agentes ya no se debaten entre las obligaciones laborales y las del hogar. Esto reduce las ausencias no planificadas y aumenta la retención de empleados. El acceso 24/7 a métricas de rendimiento en tiempo real a través de la aplicación móvil MyVerint también brinda a los empleados la transparencia que desean, lo que les permite abordar de manera proactiva los KPI no alcanzados y garantizar que cumplen sus objetivos de rendimiento. La aplicación móvil también les permite realizar fácilmente intercambios de turnos y recibir notificaciones en tiempo real sobre tiempo libre voluntario o tiempo extra. Todas estas capacidades del software WEM contribuyen a una mejor experiencia del empleado (EX) y a la reducción de la rotación y el absentismo.
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.
