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 plateforme d’automatisation de l’expérience client de Verint aide les centres de contact à automatiser les flux de travail d’expérience client’ et à obtenir des résultats mesurables rapidement. Conçue pour fonctionner sur votre infrastructure existante, elle s’intègre à n’importe quel modèle CCaaS, CRM ou IA, éliminant le besoin de tout remplacer et accélérant le délai de rentabilisation.
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.
Prévoir, planifier et programmer avec précision les ressources pour les entreprises qui ont besoin d’une structure plus approfondie, d’une gouvernance, de lois locales du travail, de besoins opérationnels diversifiés et d’une flexibilité avancée des employés.
Accélérez le déploiement de capacités de gestion de l’engagement des employés efficaces, basées sur l’IA, conçues pour les centres de contact entrants recherchant une facilité d’utilisation et la capacité d’équilibrer les besoins de l’organisation et l’expérience des employés.
Intégrez des fonctionnalités basées sur l'IA pour l'optimisation intrajournalière, l'automatisation des modifications d'horaires, les analyses prédictives et bien plus encore à votre solution WFM Verint ou Calabrio existante.
Offrez aux collaborateurs et aux responsables une visibilité en temps réel grâce à des tableaux de bord et des fiches d'évaluation des performances adaptés à chaque rôle, qui s'intègrent aux workflows de gestion des effectifs (WFM), de gestion de la qualité (QM) et d'accompagnement, afin d'améliorer les performances.
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
Permettez aux agents de faire des changements d’horaires de manière illimitée, tout en équilibrant les besoins de l’entreprise et de vos clients.
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 et le TimeFlex Bot offrent aux employés des capacités de planification en libre-service, leur permettant d’effectuer un nombre illimité de modifications d’horaire pour ajuster les plannings « sur le moment » au gré des imprévus. Les agents ne sont plus tiraillés entre leurs obligations professionnelles et personnelles. Cela réduit les absences imprévues et augmente la rétention des employés. L’accès 24 h/24 et 7 j/7 aux métriques de performance en temps réel via l’application mobile MyVerint offre également aux employés la transparence qu’ils désirent, leur permettant de gérer de manière proactive les KPI manqués et de s’assurer qu’ils atteignent leurs objectifs de performance. L’application mobile leur permet également d’échanger facilement des quarts de travail et de recevoir des notifications en temps réel pour les congés volontaires ou les heures supplémentaires. Toutes ces fonctionnalités logicielles de gestion de l’engagement des employés contribuent à une meilleure expérience et à une réduction de l’attrition et de l’absentéisme.
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.
