Verint Enterprise Workforce Management
AI-Powered Workforce Management Software for the Modern Workforce
Meet your service and CX goals at a lower cost with accurate forecasting, flexible scheduling, and real-time data insights.
AI Buisiness Outcomes from Verint Customers
$4.5M Saved
An insurer increased agent capacity by reducing employee attrition by 30% with unlimited scheduling flexibility in Verint TimeFlex Bot
20% increase in productivity
A life insurer increased employee productivity by 20% and reduced overtime by 30% with Verint Workforce Management
Workforce Management Drives Faster, Stronger Business Outcomes
- 15% - 20%
Increase in employee productivity
- +30%
Increase in manager capacity
- 20%
Reduction in employee attrition
Balancing costs, CX and EX: The life of a WFM Analyst
Workforce Analysts are continually balancing the needs of the customer, the employee and their organization. Overstaffed? It costs the company in lost capacity. Understaffed? You could miss your service goals, lose customers, and burn out your employees.
For the modern workforce, AI-powered workforce management solutions are more critical than ever to ensure you have the right people, with the right skill set, at the right time to cost-effectively serve the customer.
Verint Enterprise Workforce Management (WFM) is a market leading, AI-powered WFM solution that enables:
- Highly accurate forecasting of demand across channels, both real-time and asynchronous
- Hyper flexible scheduling for employees
- Deep insights and real-time dashboards for better, faster decision making.
Meet Juan, a WFM Analyst
Learn how Juan, a WFM Analyst goes from creating basic forecasts from scratch to highly accurate, automated forecasts with Verint Workforce Management.
On Demand Webinar: AI & WFM: Busting Myths and Setting the Record Straight
Watch this CRMXchange webinar as Verint WFM experts debunk common myths about AI and WFM and separate fact from fiction. Learn how AI automates many WFM workflows, increasing forecast accuracy, schedule quality, data insights, and WFM manager capacity.
Presenters: Trudy Cannon, Sr. Director, Go-to-Market, and Mike Moore, VP, Product Management, Verint.
Key Workforce Management Software Capabilities
Accurate Forecasting
Create more accurate forecasts by analyzing historical volumes, work types and handle times across all channels, including asynchronous work (chat, voice, email, SMS, etc.) as well as external events and data that impact volumes and staffing in the contact center and across functions, including the back office.
A global sports betting & iGaming provider migrated 400 employees to Verint WFM in just 2 days and improved forecasting accuracy by 50%, while reducing employee attrition to a best-in-class 4%.
Check Out Their StoryLearn More about Forecasting and Scheduling
Capacity Planning
Understand your long-term capacity planning and staffing needs so you can create more accurate budgets and know when to hire, redeploy, or reduce headcount. Make data-driven decisions on when to balance hiring and overtime and service levels to meet your cost and CX goals.
A multi-national financial services company supports capacity planning and scheduling on a global scale with Verint WFM, ensuring it has the right resources in place to meet its service level target of 20-second average speed to answer.
Read the Case StudyNeo BPO Hypeone, a leading contact center outsourcer in Brazil, struggled with high attrition and finding the right for the role. With the Verint Interviewing Bot is able to identify applicants with the right hard and soft skills for the job, reducing employee churn by 29% and saving $7M USD annually.
Read the Case StudyFlexible Scheduling
Automatically build employee schedules that meet customer demand, labor laws, and employee scheduling preferences. Give employees the power to make unlimited schedule changes without impacting service levels and without manager intervention with Verint TimeFlex Bot.
A telecommunications company reduced employee attrition and unplanned absences by 24% while increasing scheduling efficiency by 4.5% with Verint TimeFlex Bot.
Read the Case StudyLearn More about Verint TimeFlex Bot
Intraday Management
Quickly adapt to changes in volumes and availability with real-time alerts, queue analytics, and dashboards comparing forecasted vs. actual volumes and staffing. Proactively take action to ensure service levels are met.
Performance Management
Role-based performance scorecards and dashboards provide real-time visibility into key performance metrics, enabling timely feedback and course correction, helping staff close skill gaps efficiently.
Hurtigruten, an adventure travel group, reinvented their workforce management strategy in just one month. With timely reporting and automated workflows, the travel company increased manager capacity by 35 percent and automatically triggers coaching sessions for skills improvement.
Read the Case Study
Mobile Access
Give employees access to their schedules and performance metrics 24/7 from anywhere with the MyVerint Mobile App. Employees can request time off, conduct shift swaps and bids, track performance trends, and contact managers directly from the app.
Learn More About Verint Mobile Applications
Verint WFM Buyer’s Guide
Check out this in-depth exploration of workforce management features and capabilities and how modern WFM technology solves critical contact center challenges.
Verint Workforce Management Solutions
Featured Case Studies
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Request more information about Workforce Management
Market-leading, AI-powered Workforce Management Software from Verint helps thousands of organizations meet their service and CX goals at a lower cost with accurate forecasting, flexible scheduling, and real-time data insights.
Contact us to learn more.
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