Viewpoint on Engage: Verint Unveils New Specialized Bots, Expands Its Contact Center Workforce Management Portfolio
September 25, 2025
In recent years, workforce management (WFM) hasn’t experienced the same transformative innovation as other realms of the contact center.
That is, until Verint Engage 2025, when Verint unveiled two new specialized bots: an Exact Forecasting Bot and an Intraday Spike Bot, which aim to augment contact center WFM operations. While generative AI may have moved the needle elsewhere, advanced WFM relies on more complex machine learning models and neural networks, especially regarding forecasting.
A great solution can help create productive agents, satisfied customers and stronger, faster and measurable outcomes. A poor one—or reliance on spreadsheets—can lead to frustrated agents, customers who take their business elsewhere, and outcomes no one wants.