Verint WFM for Webex Contact Center

Overview

This document describes how to connect Webex Contact Center (CC) and Verint Workforce Management (WFM) Enterprise.

Prerequisites

  • You must be a Verint Cloud customer and have purchased or subscribed to Verint WFM. If you are not a Verint Cloud customer already or have not subscribed to Verint WFM, contact info@verint.com  to start this process.
  • Your Verint Tenant account must be onboarded with the Verint Identity Service. If you are not currently using the Verint Identity Service (or you do not know if you are using it), contact your Verint account team or Customer Success Manager to request this or to verify that you are using it.
  • You must be a Webex Contact Center Administrator with Full Administrator access.

Install Verint WFM for Webex Contact Center

  1. Before connecting your WFM service with the Webex Contact Center, contact your Verint account team or Customer Success Manager to request that Verint prepare your tenant account.
  2. Once completed, Verint will assist you with the remaining steps to connect your WFM service with Webex CC.
  3. To initiate provisioning Webex CC to connect your WFM service, click here .
  4. At the prompt, log in to your Webex account.
  5. On the Webex page, at the prompt where the Verint WFM application would like consent to have specific permissions, click Accept.  An email is sent from Verint with an authorization code.
  6. Using your Verint account and the authorization code from the email, log in to Verint WFM.

Congratulations! You have successfully enrolled your Webex Contact Center application with Verint WFM. Once enrollment is complete, Verint will complete the process of integrating Webex CC with your WFM application.