With Verint Workforce Management, many of the steps to create a forecast are automated, freeing up Juan’s time and increasing the accuracy of his forecasts as there’s less manual manipulation.  For example, the solution captures volume data and related statistics from all channels, including asynchronous work. It automatically factors in seasonality (open enrollment) and chooses the best forecasting algorithm for each channel, work type, and forecasting parameter.

Verint WFM recognizes relationships between factors that can impact the forecast. So instead of Juan having to analyze the data to try and identify trends and correlations, WFM does it for him. For example, it may see a correlation between increased emails and increased sales inquiries, which have longer handle times. The solution will automatically account for these patterns when creating the forecast.

Juan has been surprised more than once with unforeseen events that have impacted his carefully planned forecasts, like last-minute marketing campaigns, changes in regulations or policies, etc. With Verint WFM, he can integrate external data sources, and the solution automatically adjusts the forecast, making it more accurate and statistically valid.