Optimize staffing, evaluate interactions, and improve performance across every customer touchpoint, digital and voice, human and bot.
by reducing under- and over-staffing while increasing CSAT with Verint Workforce Management.
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)
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)
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
Scheduling, forecasting, and adherence, so the right people (and AI agents) are doing the right work at the right time.
Evaluate every interaction, human and AI agent, to find opportunities to coach and improve.
Every channel, captured and unified, so nothing is missed and nothing lives in a silo.
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
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)
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)
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.
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.
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.
A track record of measurable outcomes across industries, backed by top-rated reviews and analyst recognition.
saved reducing under/over-staffing while increasing CSAT.
saved automating scoring of 1.8M interactions.
compliance coverage, up from 1% — 1,200 FTEs saved.
increase in agent quality within 5 months.
increase in compliance scores.
saved annually from a 4-week targeted coaching engagement.
A Plataforma Verint CX Automation ajuda contact centers a automatizar os fluxos de trabalho de CX e gerar resultados mensuráveis com rapidez. Desenvolvida para operar sobre sua infraestrutura existente, ela se integra a qualquer plataforma CCaaS, CRM ou modelo de IA, eliminando a necessidade de substituição da infraestrutura atual (rip-and-replace) e acelerando o tempo para geração de valor.
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.
Preveja, planeje e programe recursos com precisão para empresas que precisam de uma estrutura mais aprofundada, governança, leis trabalhistas regionais, diversas necessidades operacionais e flexibilidade avançada para os funcionários.
Acelere a implementação de recursos robustos de WFM com tecnologia de IA, projetados para contact centers de entrada que buscam facilidade de uso e a capacidade de equilibrar as necessidades da organização e a experiência do funcionário.
Incorpore recursos baseados em IA para otimização intradiária, automação de alterações na programação, análises preditivas e muito mais à sua solução WFM existente da Verint ou da Calabrio.
Ofereça aos funcionários e gerentes visibilidade em tempo real por meio de painéis de desempenho e quadros de resultados baseados em funções, que se integram aos fluxos de trabalho de WFM, QM e coaching para promover um melhor desempenho.
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
Capacite os agentes a fazer mudanças ilimitadas na programação enquanto equilibram as necessidades do negócio e de seus clientes.
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.
O Verint WEM e o TimeFlex Bot oferecem aos funcionários recursos de autoatendimento para agendamento, permitindo que façam alterações ilimitadas na programação para ajustá-las "no momento" conforme a vida acontece. Os agentes não precisam mais se dividir entre as obrigações do trabalho e de casa. Isso reduz as ausências não planejadas e aumenta a retenção de funcionários. O acesso 24 horas por dia, 7 dias por semana, a métricas de desempenho em tempo real por meio do aplicativo móvel MyVerint também oferece aos funcionários a transparência que desejam, permitindo que abordem proativamente os KPIs não atingidos e garantam que estão cumprindo suas metas de desempenho. O aplicativo móvel também permite que eles realizem facilmente trocas de turno e recebam notificações em tempo real para folgas voluntárias ou horas extras. Todos esses recursos do software WEM contribuem para uma melhor EX e redução da rotatividade e do absenteísmo.
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.
