AI-Powered Workforce Management
Workforce Management Solutions
Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry.
AI Business Outcomes from Verint Customers
90% service level achieved
Usana answers 90% of calls within 30 seconds
30% reduction in overtime
Guardian Life improves reduces employee burnout
Workforce Management re-imagined
Verint’s Workforce Management solution simplifies scheduling with intuitive tools for creating shifts, enabling shift swaps, and tracking adherence in real time.
- Effortless Scheduling: Create, adjust, and manage shifts with ease. Enable shift swaps, flex time, and adherence tracking—all from a user-friendly interface.
- Accurate Forecasting: Predict staffing needs with precision using historical data, SLA configurations, and real-time insights.
- Mobile-First Flexibility: Empower your workforce with mobile access to schedules, PTO requests, and updates anytime, anywhere.
- Boosted Productivity: Automate routine tasks like vacation bids, QA scoring, and performance tracking to free up time and resources.
- Actionable Insights: Leverage built-in reporting and analytics to make smarter decisions and optimize workforce performance.
- Reliable Support: Get fast, responsive help when you need it—our support team is here to keep you moving forward.
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"Our company uses Verint daily to help forecast call center volume, create and optimize schedules, schedule and approve time off events as well as monitor adherence. Our call center reps use Verint to access their schedules, put in time off requests and access trainings. Verint is extremely user friendly and..."
Read the TrustRadius Review
"Verint is extremely user friendly and the mobile app allows our reps to check their schedules and submit or edit PTO from their phones. Using Verint, we’ve been able to automate our PTO time off pools and we are working towards doing the same for shift bids and time off bids. This will save us countless hours of manually..."
Read the TrustRadius Review
Featured WFM Success Stories
Neo BPO Reduces Employee Churn by 29%
Neo BPO Hypeone is a leading contact center outsourcer in Brazil with more than 15,000 employees. Like many BPOs, reducing employee turnover is a top priority. Neo BPO realized that a large portion of their turnover happened within the first 3 to 6 months, because the employee was a wrong fit for the role. With the Verint Interviewing Bot Neo BPO has reduced employee churn by 29% and is saving $7M USD annually.
Trainline Doubles Agent Capacity with Verint
The organization has significantly improved performance metrics with Verint Agent Virtual Assistant, including increasing customer satisfaction from 50% to 80% and cutting average handling time on social messaging channels from 5 minutes to 2.5 minutes. These improvements have effectively doubled agent capacity, all while handling a larger volume of customer contacts with the same staff size.
Wayfair Scales Smarter with Verint Workforce Management
Wayfair, a leading home retailer with over 25 million customers annually, turned to Verint Workforce Management to support a more flexible, layered staffing model. This approach enabled the company to scale its contact center operations more cost-effectively while maintaining a seamless scheduling process. With Verint’s open platform and integration capabilities, Wayfair also gained a unified view of agent activity across channels—enhancing both operational efficiency and customer experie
Qualfon Elevates Experience with Verint WFM and MyVerint App
Qualfon, a customer service provider for Fortune 500 and multinational companies, turned to Verint Workforce Management to boost automation, improve efficiency, and increase agent capacity. By combining Verint WFM with the MyVerint App, Qualfon introduced more flexible scheduling, leading to a nearly 2% drop in no-call, no-shows and a 17% reduction in time spent on manual tasks by real-time analysts.
Empower agents to make in-the-moment schedule changes
Verint TimeFlex Bot empowers employees to make unlimited schedule changes without manager intervention or negative impact to service levels. Verint’s TimeFlex Bot uses AI and gamification to align the agent’s preferences and impromptu needs with the company’s scheduling and forecasting priorities, resulting in improved employee engagement and work/life balance. Companies deploying CX Automation like the TimeFlex Bot see dramatic results:
- Up to a 30% decrease in attrition.
- Up to a 20% decrease in absenteeism.
Verint Mobile Applications
Employees today expect the flexibility to manage their work around their lives. Verint Workforce Management makes that possible with mobile apps for agents and supervisors, giving them 24/7 access to schedules and more. On the go, employees can request time off, switch tasks or channels, and swap shifts—empowered by automated approval rules that keep everything running smoothly.
Hire the right candidates with the Verint Interviewing Bot
Verint Platform is powered by specialized bots that help drive CX automation to make your customer engagements smarter and faster. Each bot performs one specific task, and is injected directly into your workflows, putting AI at your agents’ fingertips.
The Verint Interviewing Bot uses AI, proprietary audio models, and predictive analytics to automate the analysis of candidate assessments in minutes vs. hours. It helps recruiters engage with candidates faster, identify the best candidates for the role, and speed the decision-making process.
Real Results. Real Reviews. Verint Leads on G2.
Meet customer expectations on every channel
Verint’s Open Platform helps you schedule both human and digital resources with precision—using AI-driven forecasting to ensure the right support is always available. Customers consistently rate Verint Workforce Management highly for its flexibility and ease of use. With open architecture and a bring-your-own-telephony approach, it integrates seamlessly across your existing phone and digital channels—empowering your teams and delivering the responsive service your customers expect.
Driving Efficiency and Empowering Agents at Scale
Stanley Black & Decker Outdoor modernized their contact center with Verint WFM, boosting schedule adherence and efficiency—while increasing agent training and coaching by 250%.
Drive exceptional customer satisfaction with performance insights that matter
With Verint Workforce Management Scorecards, you gain powerful visibility into employee performance—empowering your team to deliver consistently outstanding customer experiences. Key capabilities include:
- Proactive coaching: Automatically triggered coaching sessions help employees improve in real time, ensuring every interaction meets your quality standards.
- Performance transparency: Track productivity by channel and compare against goals to identify top performers and areas for improvement.
- Smart alerts: Out-of-the-box workflows notify managers of performance outliers, enabling timely support and intervention.
- Performance-based scheduling: Automate shift and vacation bidding based on individual performance, rewarding excellence and motivating improvement.
- Seamless KPI integration: Leverage pre-built integrations with third-party systems to incorporate external KPIs and get a complete view of performance impact on customer satisfaction.
Enterprise-Ready Workforce Management—Top-Rated for Visibility and Control
Verint Workforce Management is highly rated for delivering visibility, flexibility, and efficiency across contact centers, back offices, and branch operations. With purpose-built features like activity-based scheduling, it helps align resources with work volumes and deadlines—empowering smarter staffing decisions across every part of your organization.
Top-Rated Appointment Booking—Loved by Retail Teams and Customers
Verint Appointment Booking Software makes it easy for customers to schedule from any channel—website, app, ads, or social media. Highly rated for ease of use and flexibility, it helps boost foot traffic, drive sales, improve loyalty, and optimize in-store resources.
Related Workforce Engagement solutions
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Analyze employee desktop activity and gain operational intelligence. Optimize productivity and capacity, improve processes, and help ensure compliance.Quality Bots
Automate your quality process and gain deeper insight into all of your calls while managing compliance risk more effectively.Verint Interviewing Bot
Elevate candidate quality, accelerate time-to-hire and enhance employee retention. Automated, AI-driven candidate screening reduces the risk of mis-hiring.Verint TimeFlex Bot
Empower agents to manage their schedules while balancing the needs of the business and your customers.Total Quality Program
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Frequently Asked Questions About Workforce Management
Workforce management, also known as WFM, is an integrated set of tools and processes meant to optimize employee productivity by matching an organization’s labor force with its workload.
Workforce management solutions are software programs that allow organizations to plan, manage, and track employee work. Workforce management solutions are sometimes standalone software, while other times they integrate with existing HR management platforms. Employee schedules, preferences, paid time off, and labor needs are taken into consideration to ensure effective planning. Data is collected and used to continuously improve processes and outcomes.
Workforce management is important because it ensures optimal use of employee time, promotes effective staffing, and delivers the tools necessary for efficient business operations. Organizations can increase productivity and profitability with the right WFM software.
Workforce management is a collection of internal processes within an enterprise or organization. To foster and maintain a highly productive and efficient workplace, and WFM has several key functions when working properly:
- Field Service Management
- Human Resource Management
- Performance & Training
- Budgeting
- Forecasting & Planning
- Workforce Analytics
Ready to See Why Verint is the Top-Rated Workforce Management Solution?
Join the thousands of organizations that trust Verint to simplify scheduling, boost productivity, and elevate both customer and employee experiences.
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