Workforce Engagement

Leapfrog the competition with AI-powered tools built for the future of your workforce. Engage and manage your contact center, back office and branch teams.

Calculate Your ROI

 

Verint is a leader in Enterprise Messaging on G2 - Winter 2023 Verint has the highest user adoption in Enterprise Messaging on G2 - Winter 2023Verint has the Best Value For Price Winter 2023, Trust Radius

What is Workforce Engagement?

Today’s workforce includes humans and bots handling multiple complex requests across diverse channels and multiple locations. With Workforce Engagement, you can:

  • Balance employee schedule flexibility with optimal staffing levels
  • Measure and improve the quality and compliance of interactions
  • Gather rich insights about conversations across all engagement channels
  • Provide AI-powered assistance in real-time for optimal outcomes
Make Better Use of Your Workforce
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Workforce Engagement Product Line-up

  • Forecasting and Scheduling

    The right employees doing the right work at the right time. Find, retain and empower your employees with modern tools for the way we work today.
  • Interactions Insights

    Surface meaningful insights across voice and text channels to lower costs and improve customer experience.
  • Real-Time Work

    Create positive outcomes for your customers by giving your employees the answers and guidance they need – when they need it.
  • Quality and Compliance

    How you handle every interaction is a direct reflection of your organization to the customer. Ensuring every conversation is consistently of the highest quality is essential to success.

Is Your CCaaS Falling Short?

If you’ve tried CCaaS solutions to simplify your customer engagement, you may have found these solutions to be incomplete. These products were built around telephony platforms, when today’s customer engages digitally first. CCaaS solutions often lack maturity in automation and AI which are critical to solving the CX Cost Equation.

Verint Workforce Engagement is a Customer Engagement Platform with AI and automation at its core providing best of breed capabilities to manage, analyze, and improve customer engagements. A platform that is designed for the hybrid workforce, spans all customer engagement use cases instead of just the contact center, and is built on an open architecture to support your existing and future infrastructure.

What challenges keep you up at night?

How much could you benefit if you resolved your customer engagement challenges? Our free Value Calculator can help you estimate the business value you could achieve with Verint.

 

Explore: Verint Value Calculator

Improving capacity and reducing overtime

Hear how Fortune 250 company, Guardian Life, has improved capacity and reduced overtime while giving employees the tools they need to better serve their customers.

Read the success story
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"Without Verint we would not have been able to expand our back-office areas as quickly or as extensively as we did."

Workforce Engagement Recognition

  • Verint named a Leader in the Magic Quadrant for Workforce Engagement Management (2021)

  • Forrester names Verint a leader in the Forrester Wave for Workforce Optimization Platforms (Q4 2021)

  • Leader in Conversational Intelligence by Opus Research (2021)

Customer behavior has changed

Are you struggling to close the Engagement Capacity Gap™?

Customers want fast, personalized service on the channel of their choice. With digital channels, customer engagement is happening across the enterprise but, your workforce is expected to do more with less. To meet customer expectations, every single interaction needs to be optimized with automation and AI.

Verint Workforce Engagement solutions, part of the Verint cloud Platform, are designed to close the widening engagement capacity gap.

Download the Engagement Capacity Gap study
The Engagement Capacity Gap TM: increasing interactions and elevating expectations, customer shifts widen the engagement capacity gap

Employees have changed, too

The nature of work has changed. Employees want to work anytime, anywhere, with the flexibility to balance work and home obligations. They want modern interfaces that are easy to use.

Now that applicants can look virtually anywhere to find an employer, organizations offering the best employee experience will attract and retain the top talent, leaving others behind.

Verint Workforce Engagement addresses these changes to give you a competitive advantage.

Tips to Survive the Great Resignation
workforce engagement product screenshot

According to Forrester Research: A composite Verint customer received a 391% ROI over three years and:

  • 44%

    Reduction of customer engagement operating costs.

  • 43%

    Reduction of the average handle time of calls.

  • 35% to 27%

    Improvement in employee turnover rates.
    (*Forrester Research, “The Total Economic Impact of Verint,” June 2021)

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Workforce Engagement Benefits

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Verint’s AI-powered Forecasting and Scheduling solutions let you optimize your staffing across all engagement channels, as well as your back office and branch locations.

Discover the future of work where you can:

  • Schedule work for bots as well as humans
  • Support the new work-from-anywhere paradigm
  • Allow employees to pick up shifts or request time off
  • Maximize scheduling flexibility for gig workers
  • Digitize and automate elements of the hiring process
  • Manage your back office and branch workers together

 

Learn more: Forecasting and Scheduling

Today’s agents must answer complex questions, follow detailed procedures, watch for fraud, and aim for efficiency. All while maintaining empathy with the customer. With so much to remember, real-time assistance is essential.

Verint Real-Time Work solutions listen to contact center interactions in real-time so you can identify significant events based on the words spoken, acoustic cues, or application usage. Agents are notified in real-time with advice such as:

  • Reminders to use empathy
  • Appropriate policies and procedures
  • Contextual knowledge articles
  • Cues to prevent long holds or interruptions

 

Learn more: Real-Time Work

It’s an old message that’s ready for a makeover. Verint Quality and Compliance solutions offer the next generation of Quality Management, with capabilities such as:

  • Automating the end-to-end quality process, from scoring to assigning coaching
  • Assessing the quality of all human interactions across digital and voice channels,
  • Assessing the quality and compliance of bot interactions in self-service channels
  • Providing real-time assistance to improve productivity and compliance
  • Freeing up supervisory resources from monitoring activities to focus on coaching and improvement

With traditional quality programs, most organizations screen less than 3% of human interactions and none of their bot interactions. With Verint, you can track common compliance risks on 100% of interactions out of the box.

 

Learn more: Quality and Compliance

What are your customers looking for? What issues are they having? Verint Interaction Insights solutions help you to understand the issues and answer these questions.

Rated the #1 solution for customer satisfaction, our cutting-edge AI-powered transcription engine produces best-in-class comprehension accuracy for higher and faster ROI.

But we don’t stop there. As more customer conversations occur in digital channels, you can also analyze conversations across text-based channels and desktop activities as well.

 

Learn more: Interaction Insights

Verint’s AI-powered Forecasting and Scheduling solutions let you optimize your staffing across all engagement channels, as well as your back office and branch locations.

Discover the future of work where you can:

  • Schedule work for bots as well as humans
  • Support the new work-from-anywhere paradigm
  • Allow employees to pick up shifts or request time off
  • Maximize scheduling flexibility for gig workers
  • Digitize and automate elements of the hiring process
  • Manage your back office and branch workers together

 

Learn more: Forecasting and Scheduling

Workforce Engagement is Powered by Verint Da Vinci™ AI and Analytics

Infused with advanced machine learning models, natural language processing, intent recognition, predictive modeling, and analytics engines, Verint Da Vinci AI and Analytics activates insights and automates experiences.

Built on customer engagement data from billions of real-world interactions and expertise from Verint AI Labs, Verint Da Vinci drives solutions within the Verint Cloud Platform.

Are you ready to turn your AI ambitions into meaningful and measurable outcomes?

Insights