Close the Engagement Capacity Gap with One Workforce

Customers expect effortless and delightful customer experiences in the channel of their choice. One Workforce enables effortless CX at scale, across the enterprise.

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What is One Workforce?

One Workforce™ enables the entire workforce to engage with customers in the right way, at the right time to increase capacityflexibility, and agility. It is a unified approach to customer experience management, bringing together engagement channels, teams, and data that have all previously operated in silos.

As organizations struggle to close the Engagement Capacity Gap due to ever-increasing customer expectations, the number of channels available to customers, and a lack of business resources applying the strategies of One Workforce helps organizations do more with less while still providing a seamless experience customers demand on any channel.

Watch: How One Workforce Closes the Engagement Capacity Gap in a Digital-First World
The Engagement Capacity Gap TM: increasing interactions and elevating expectations, customer shifts widen the engagement capacity gap

Why is One Workforce important?

Customers are reaching out on a wider range of channels than ever before. From phone to text message, email to social media, customers still expect an effortless experience regardless of how it impacts contact center operations.

One Workforce™ connects your channels, your people, and your automation so that you can become a truly customer-centric organization. Verint Platform helps businesses solve this challenge by:

  • Delivering workforce management solutions that prepare organizations by building, maintaining, and nurturing the team of the future
  • Connecting essential customer insights to build a customer-centric organization by adding structure to unstructured data
  • Meeting rising customer expectations for digital engagement and enabling conversations to flow seamlessly from one channel to the next
Listen On-Demand: Dan Bodner, Verint Chief Executive Officer, Discuss One Workforce
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The Impact Of A One Workforce Strategy

  • 20%

    reduction in call handling times

  • 10%

    reduction in absenteeism

  • 30%

    reduction in agent turnover

  • 40%

    of renewals self-serve

  • 41

    point increase in NPS

One Workforce is not a single product, it is four building blocks that can be implemented in any order:

  • Verint Channel Automation brings together WhatsApp, Facebook Messenger, Twitter DM, Email, and Chat in a single-pane agent experience to help deliver omnichannel customer experiences. Intelligent automation can be deployed across every channel to handle common customer inquiries and reduce your support costs.

    Verint Knowledge Management provides businesses with consistent information, that makes any employee the right employee, regardless of where they sit. Knowledge Management means expertise is no longer kept siloed away, and empowers the quality of employee performance, behavioral compliance, and the customer experience across all communication channels.

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The 2023 State of Digital Customer Experience Report

Verint’s 2023 State of Digital Customer Experience report analyzes changing customer preferences and behaviors that impact digital customer engagement strategies for enterprise brands.

Discover more than 20 key insights from thousands of consumers and hundreds of brands to help your business create a new approach to match the complexity of modern customer journeys.

Get The Report

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