Key Capabilities of Verint WFI Predictive Actions
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Workforce Intelligence Software for Contact Centers
Workforce Intelligence Software
Empower supervisors and WFM analysts with AI-powered workforce intelligence tools to continually optimize schedules to meet service goals.
AI-Powered Business Outcomes with Workforce Intelligence
Increase Employee Engagement
Make it even easier for agents to adjust their schedules with chatbot like querying with Agent Assist.
Improve Intraday Optimization
Proactively address fluctuations in demand and optimize schedules intraday with Predictive Actions.
Meet Service Levels at a Lower Cost
Maximize resource utilization and reduce costs by continuously adjusting schedules to match actual demand with Workforce Intelligence.
What is workforce intelligence?
Workforce intelligence software works with existing workforce management solutions to embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights, and faster, more-informed decision making. Verint Workforce Intelligence (WFI) enables organizations to quickly adapt to operational volatility with greater accuracy, reduced manual effort, and enhanced agent experiences.
Two key, AI-powered WFI features, with more in development, include:
- Agent Assist: an AI-powered assistant for contact center agents
- Predictive Actions: an AI-powered assistant for contact center operations.
Agent Assist. Your agents’ new best friend
Give your agents faster, personalized self-service across all their daily scheduling needs. Calabrio Agent Assist, our agentic AI-powered workforce assistant, offers agents seamless conversational support for repetitive tasks like time-off requests, shift inquiries, and overtime volunteering. Agents can ask questions and get instant, compliant, and context-aware answers in over 50 languages, based on your business rules and real-time conditions.
Agent Assist increases agent engagement and frees supervisor time for higher value activities.
Key capabilities of Calabrio WFI Agent Assist
No Tickets. No Delays. Just Instant, Intelligent Responses.
Agent Assist puts your agents in control of their scheduling. With natural, conversational self-service available on desktop or mobile, they can check shifts, request time off, swap schedules, or volunteer for overtime—all in real time and within policy.
Agent Assist is available to chat anywhere, anytime.
Agents Assist enables your contact center agents to ask questions and get instant, compliant, and context-aware answers for daily workforce scheduling needs. Unlike drop down options in most WFM agent portals, agents can ask more outside-of-the-box questions. For example, instead of asking, “Can I take Thursday off?” They can ask, “What’s the best day for me to take off in the next two weeks?”
Take Control with Trustworthy AI
Agent Assist is context-aware, policy-driven, and fully transparent. Agent Assist easily syncs with your WFM data, rules, and scheduling policies, no configuration needed. All actions are instantly validated against eligibility rules and permissions set by your admins and supervisors. Agent Assist adapts in real time, balancing agent requests with staffing needs, coverage, and company policies.
Promote transparency and fairness
GenAI explanations provide the reasoning behind every approval, denial, or change in easy-to-understand language. Even when a request can’t be granted, agents always know where they stand, thanks to clear explanations and suggested next steps that reduce confusion and boost adoption.
Scale Globally with Ease
Designed to fit seamlessly within today’s distributed contact centers, Agent Assist supports seamless interactions in 50+ languages. Going far beyond retrofitted “English-first” tools, our GenAI-powered copilot enables global consistency without sacrificing local flexibility.
Predictive Actions. Move from reactive monitoring to proactive action
Stop tracking multiple dashboards and hunting for anomalies. Detect issues, predict their impact, and get recommended actions all in real time—and all in one place—with Predictive Actions, our AI-powered assistant for contact center operations. Empower your analysts with a coach that flags what matters most, explains the costs, and fuels rapid action before service levels or Customer Experience (CX) are impacted.
Predictive Actions helps contact centers operate with greater agility, resilience, and control. It helps maximize utilization, enabling you to meet your service goals at a lower cost.
Your Early Warning System
Predictive Actions analyzes workforce performance and operational signals to identify early warning signs across service levels, occupancy, adherence, and forecast accuracy. Real-Time Analysts no longer have to monitor a screen with dozens if not hundreds of skills on multiple tabs. It is now compact and in a view that allows you to quickly understand which skills are at risk for the end of the day.
Predict impact before disruptions occur
In most WFM platforms, when schedules or forecasts change, you have to run a simulation to see the impact across the organization. AI-powered Predictive Actions continuously analyzes the data from the preceding intervals and runs algorithms against each remaining interval to calculate the predicted, end of day service level. When that predicted service level drops below target, an alert is created.
Real-time Insights for Intraday Teams
Gen AI-driven impact summaries provide real-time insights for intraday teams, giving an explanation of why a particular metric is off course. Typical causes of deviations include understaffing in specific intervals, low schedule adherence, or unexpected volume spikes. Real-time Analysts are alerted through a consolidated dashboard with all at-risk KPIs.
Take Faster, More Informed Actions
For each at-risk metric, Predictive Actions present AI-generated recommendations for actions that could mitigate the impact of deviations in volumes, agent availability, adherence, and more. Actions could include adjusting schedules and breaks, redistributing the workload, offering overtime, or triggering reforecasting.
Your Early Warning System
Predictive Actions analyzes workforce performance and operational signals to identify early warning signs across service levels, occupancy, adherence, and forecast accuracy. Real-Time Analysts no longer have to monitor a screen with dozens if not hundreds of skills on multiple tabs. It is now compact and in a view that allows you to quickly understand which skills are at risk for the end of the day.
Predict impact before disruptions occur
In most WFM platforms, when schedules or forecasts change, you have to run a simulation to see the impact across the organization. AI-powered Predictive Actions continuously analyzes the data from the preceding intervals and runs algorithms against each remaining interval to calculate the predicted, end of day service level. When that predicted service level drops below target, an alert is created.
Real-time Insights for Intraday Teams
Gen AI-driven impact summaries provide real-time insights for intraday teams, giving an explanation of why a particular metric is off course. Typical causes of deviations include understaffing in specific intervals, low schedule adherence, or unexpected volume spikes. Real-time Analysts are alerted through a consolidated dashboard with all at-risk KPIs.
Take Faster, More Informed Actions
For each at-risk metric, Predictive Actions present AI-generated recommendations for actions that could mitigate the impact of deviations in volumes, agent availability, adherence, and more. Actions could include adjusting schedules and breaks, redistributing the workload, offering overtime, or triggering reforecasting.
Workforce Management Versus Workforce Intelligence: What’s the Difference?
Workforce Intelligence acts as an operational intelligence layer on top of existing Workforce Management (WFM) solutions, amplifying automation and delivering AI-powered insights.
Legacy WFM is rules-based and requires a lot of manual steps in order to build demand forecasts, optimize schedules, balance intraday workloads, and track performance. WFM Planners and Real-time Analysts spend a lot of time maintaining, updating and analyzing the solution to drive efficiencies and ensure service goals are met.
Workforce Intelligence builds on these capabilities, injecting Generative AI and enhanced automation into workflows to speed time to insights and action.
Related Workforce Management Solutions
Verint Workforce Management
Accurately forecast, plan for and schedule resources for enterprises that need deeper structural, governance, regional labor laws, diverse operational needs, and advanced employee flexibility.
Calabrio Workforce Management
Speed deployment of robust, AI-powered WFM capabilities designed for the inbound contact centers looking for ease of use and the ability to balance the needs of the organization and the employee experience.
Frequently asked questions
Workforce intelligence software works with existing workforce management solutions to embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights, and faster, more-informed decision making. Verint Workforce Intelligence (WFI), a legacy Calabrio solution, enables organizations to quickly adapt to operational volatility with greater accuracy, reduced manual effort, and enhanced agent experiences.
Workforce Intelligence acts as an operational intelligence layer on top of existing Workforce Management (WFM) solutions, amplifying automation and delivering AI-powered insights. Legacy WFM is rules-based and requires WFM Planners and Real-time Analysts spend a lot of time on manual steps in order to build demand forecasts, optimize schedules, balance intraday workloads, and track performance. Workforce Intelligence builds on these capabilities, injecting Generative AI and enhanced automation into workflows to speed time to insights and action.
No. Workforce Intelligence is a complimentary solution to Workforce Management. Together they accelerate the your ability to manage schedules and optimize intraday workloads.
Self-Scheduling enables agents to adjust their breaks, lunches, add time to their schedules, and add activities to their schedule with drag and drop functionality. Agent Assist is similar in the fact that it helps with similar tasks, but does it through a Gen-AI powered chatbot, which can support 59 languages. In addition, it helps agents understand future schedule options. They can ask questions such as: “What is the best day in the next week for me to take a time off?” “How many hours am I scheduled to work in a given week, or over the next month, 3 months, etc.”
AI-powered Workforce Intelligence helps organizations increase employee engagement with Agent Assist, improve intraday optimization with Predictive Actions, and helps contact centers meet their service levels at a lower cost by maximizing utilization of their agent workforce.
No. It compliments WFM, accelerating the capabilities of your WFM solution with AI and enhanced automation.
Predictive Actions is our AI-powered assistant for contact center operations. It acts as an early warning system, surfacing deviations in forecasts, volumes, schedules, adherence and more that impact your ability to meet your service goals. It presents the metric(s) that are off plan, explains the cause and impact on service levels, and recommends actions that fuel rapid action before service levels or Customer Experience (CX) are impacted.
Contact us about Calabrio Workforce Intelligence today!
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