AI-Powered Workforce Engagement Management Software for Contact Centers

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. The solutions also provide employees with self-serve capabilities to manage their schedules and performance to enhance employee engagement and experience and increase the retention of your best talent.

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. WEM software solutions also provide employees with the flexibility they need to balance work and life, and the performance transparency they want to continually improve and achieve their performance goals. This increases employee skills, EX and retention.

Workforce Management (WFM) software provides forecasting, planning and scheduling capabilities. WEM software includes forecasting, planning and scheduling, but also provides performance management capabilities and rich data insights that identify trends and coaching opportunities to continually improve agent skills and performance. Verint CX Automation Platform integrates both WFM and Quality Automation to create a broad suite of solutions for optimizing employee performance.

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.). It 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 empowers 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 WEM 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 WEM 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 and Calabrio Workforce Intelligence are now part of Verint’s 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.