ワークフォースマネジメント
より深い構造、ガバナンス、地域の労働法、多様な業務ニーズ、高度な従業員の柔軟性を必要とする企業向けに、リソースを正確に予測、計画、スケジュールします。
Workforce Engagement Management
Workforce Engagement Management for the Hybrid Workforce of Humans and AI Agents
Optimize staffing, evaluate interactions, and improve performance across every customer touchpoint, digital and voice, human and bot.
保存済み
450万ドル
by reducing under- and over-staffing while increasing CSAT with Verint Workforce Management.
The reality of Workforce Engagement Management today
Staffing is a high-stakes guessing game — unless it's not
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)
Manual sampling means most risk goes unseen
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)
Fragmented interaction data hides the full picture
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
Why getting this right is worth millions
One workforce. Every touchpoint.
Optimize
Scheduling, forecasting, and adherence, so the right people (and AI agents) are doing the right work at the right time.
Improve & measure performance
Evaluate every interaction, human and AI agent, to find opportunities to coach and improve.
Across every touchpoint
Every channel, captured and unified, so nothing is missed and nothing lives in a silo.
Solve your contact center challenges with Workforce Engagement Management Software
ワークフォースマネジメント
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
品質インテリジェンス
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)
コンプライアンスソリューション
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)
Why Verint wins in Workforce Engagement Management
One workforce, one view
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.
Breaks down data silos
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.
Fits what you already have
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.
Proven at scale
A track record of measurable outcomes across industries, backed by top-rated reviews and analyst recognition.
Verint named a leader in Workforce Engagement Management in ISG’s 2026 Buyers Guide Evaluations for CX Technology
Proven WEM software results
450万ドル
saved reducing under/over-staffing while increasing CSAT.
400万ドル
saved automating scoring of 1.8M interactions.
96%
compliance coverage, up from 1% — 1,200 FTEs saved.
38%
increase in agent quality within 5 months.
15%
increase in compliance scores.
$600K
saved annually from a 4-week targeted coaching engagement.
Part of the Verint Open Platform
Verint CX Automation Platformは、コンタクトセンターがCXワークフローを自動化し、測定可能な成果を迅速に提供するのに役立ちます。既存のインフラストラクチャで動作するように構築されており、あらゆるCCaaS、CRM、またはAIモデルと統合できるため、既存システムの撤廃・置き換えが不要になり、価値実現までの時間を短縮します。
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.
関連商品
Calabrio Workforce Management
使いやすさと、組織のニーズと従業員エクスペリエンスのバランスを取る能力を求めるインバウンドコンタクトセンター向けに設計された、堅牢なAI搭載WFM機能を迅速に導入します。
人材インテリジェンス
AIを活用した日次最適化、スケジュール変更の自動化、予測分析などの機能を、既存のVerintまたはCalabrioのWFMソリューションに組み込んでください。
パフォーマンス管理
WFM、QM、およびコーチングのワークフローと連携する、役割ベースのパフォーマンス・スコアカードやダッシュボードを活用し、従業員や管理者にリアルタイムの可視性を提供することで、パフォーマンスの向上を促進します。
品質インテリジェンス
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
TimeFlex
エージェントがビジネスと顧客のニーズをバランスしながら無制限にスケジュールを変更できるようにします。
関連リソース
よくあるご質問
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とTimeFlex Botは、従業員がセルフサービスでスケジュールを組む機能を提供し、生活の変化に合わせて「その場で」無制限にスケジュールを変更できるようにします。これにより、従業員は仕事と家庭の義務の間で板挟みになることがなくなります。結果として、予定外の欠勤が減少し、従業員の定着率が向上します。また、MyVerintモバイルアプリを通じてリアルタイムのパフォーマンス指標に24時間365日アクセスできるため、従業員は望む透明性を得ることができ、未達成のKPIに積極的に対処し、パフォーマンス目標を確実に達成できるようになります。このモバイルアプリでは、シフト交換を簡単に行ったり、自主的な休暇や残業に関するリアルタイム通知を受け取ったりすることも可能です。これらすべてのWEMソフトウェア機能は、EX（従業員体験）の向上、離職率および欠勤率の削減に貢献します。
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.