Verint Workforce Management
AI-Powered Workforce Management Software for the Hybrid Workforce
Forecast with confidence. Plan and schedule with flexibility and precision. Adapt in real-time to meet your service and CX goals at a lower cost.
AI Business Outcomes from Verint Customers
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with Verint TimeFlex Bot.
15% Reduction
GE Appliances drive down cost per call down 15%, cut agent attrition by 25%, and increased schedule adherence by 20% with Calabrio Workforce Management.
AI-powered Workforce Management drives business outcomes
15% - 20%
Increase in employee productivity
+30%
Increase in manager capacity
7%-10%
Increase in scheduling efficiency
15%-20%
Increase in adherence
5 pt – 10 pt
Increase in Net Promoter Score
Versatile
Nimble
Have you outgrown your manual forecasting & scheduling tools?
Do you need:
- Speed of deployment?
- Ease of use?
- Employee-centric workflows?
Calabrio WFM can help you get up and running fast, balancing the needs of the organization and the employee experience.
Versatile
Do you have:
- Diverse operational needs?
- Varied labor laws across regions, states and countries?
- A highly regulated industry?
- A complex structure and governance model?
Verint WFM can help you optimize your workforce to meet your CX, cost, and operational goals.
Nimble
Have you outgrown your manual forecasting & scheduling tools?
Do you need:
- Speed of deployment?
- Ease of use?
- Employee-centric workflows?
Calabrio WFM can help you get up and running fast, balancing the needs of the organization and the employee experience.
Key Workforce Management software capabilities
Both Verint WFM and Calabrio WFM offer these industry-leading 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%.
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.
Neo 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.
Flexible 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.
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.
Calabrio Workforce Management
Next generation WFM: AI-powered Workforce Intelligence
Increase capacity, elevate CX, and improve the employee experience
Expand Workforce Management beyond the contact center
Did you know that in the average company, you’ll find more employees in the back office than in the contact center? If you aren’t currently using workforce management software in your back office and branch network, you have a huge blind spot when it comes to efficiently managing your workforce. Verint offers purpose-built workforce management functionality for back-office operations and service and sales branches.
Verint Workforce Management Solutions
Workforce Intelligence
Embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights and more into your existing Verint or Calabrio WFM solution.
Workforce Management Essentials
Affordable, feature-rich contact center software solution designed to help organizations start their workforce management journey. Its WFM made easy.
Workforce Management for Back Office
Modern, back-office customer support groups reduce costs while improving CX with purpose-built WFM. Learn what better looks like.
Workforce Management for Branch
Allocate branch and store staff with WFM specifically designed for service and sales locations to drive higher productivity, increase sales, and deliver a better CX.
Appointments & Queuing
Drive sales, loyalty and productivity with appointment booking, queue management and event management solutions.
Verint TimeFlex Bot
Empower agents to make unlimited schedule changes while balancing the needs of the business and your customers.
Related case studies
Related resources
Frequently asked questions
Workforce management (WFM) software helps contact centers and back-office teams forecast demand, plan capacity, build schedules, and manage intraday performance, so the right people are working at the right time. Modern, AI-powered WFM solutions like Verint WFM also monitor real-time adherence, automate intraday adjustments, and empower employees with self-service tools for shift swaps and time off, helping organizations deliver consistent customer experiences while balancing costs and keeping their workforce engaged.
Verint Workforce Management uses AI to analyze not just historical volumes, work types and handle times – including asynchronous work across channels (chat, voice, email, SMS, etc.). Our contact center forecasting software also analyzes external events and other data that impacts volumes and staffing in the contact center and across functions, including the back office. Verint WFM automatically compares the conditions with similar scenarios to select the forecasting model that best matches the parameters to increase forecasting accuracy.
Using AI and advanced algorithms, Verint WFM automatically optimizes employee schedules to meet customer demand and employee scheduling preferences. The solution automatically ensures labor laws are adhered to for employee type, location and role. Verint’s TimeFlex Bot delivers flexible agent self-scheduling, empowering the employee to make unlimited schedule changes without impacting service levels and without manager intervention. Schedule efficiency and quality are protected with the bot’s advanced algorithms, often creating a better schedule than originally published.
Verint WFM and the TimeFlex Bot give employees self-serve scheduling capabilities, enabling them to make unlimited schedule changes to adjust schedules “in the moment” as life happens. Agents are no longer torn between work and home obligations. This reduces unplanned absences and increases employee retention. 24/7 access to real-time performance metrics through the MyVerint mobile app also gives employees the transparency they desire, enabling them to proactively address missed KPIs and ensure they are meeting their performance goals. The mobile app also lets them easily perform shift swaps and receive real-time notifications for voluntary time off or overtime. All these WFM software capabilities contribute to an improved EX and reduced attrition and absenteeism.
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 WFM AI brain trust, built on the largest contact center data set in the industry. Calabrio Workforce Management is now part of Verint’s Workforce Management 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.
Verint WFM is designed for enterprises that have deeper structural, governance, regional labor laws, diverse operational needs, and require advanced employee flexibility. Calabrio WFM offers all the functionality of WFM (forecasting, planning, scheduling, intraday management), with streamlined workflows and a quick to deploy, ease to use interface. The solution is ideal for organizations wanting to move from manual processes to automated WFM.