Verint WFM Professional Integrations

Verint Workforce Management (WFM) Professional offers many integrations into ACD, CCaaS, and CRM providers. Move at your own pace by starting in the cloud with features that make the most sense for your business, and add other solutions as you grow.

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Salesforce: the world’s #1 customer relationship platform

Verint WFM Professional for Salesforce provides a unified platform experience that integrates to both the ACD and Salesforce case management system to provide greater visibility around general activities. Key features include:

  • Unleashed Potential of Verint  Software and Salesforce: Seamless integration with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.
  • Unified Agent Experience: Provide a consistent User Interface so that agents don’t have to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time off requests, and real-time alerts.
  • Powerful Omnichannel Solution:  Easily fuse ACD and Contact Center Infrastructure (CCI) voice channel with Salesforce digital channels to optimize omnichannel support that customers expect.
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Zendesk + Verint WFM Professional

With Zendesk Integration, both voice and digital channels can now be optimized in a true omnichannel environment. The call center workforce management solution enables businesses to forecast omnichannel demand and created optimized omnichannel scheduling. Key features include:

  • Omnichannel Data Collection: Omnichannel data collection from Zendesk and from various ACD/Contact Center Infrastructure providers.
  • Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements, and average handle time.
  • Scheduling: Advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors.
  • Real-Time Adherence: View scheduled activity compared to actual activity to effectively  manage and monitor your staffing.
  • Intra-Day Management: Manage your plan by tracking the call center operation in real time and easily modify agent requirements and adjust staffing as needed.
  • Agent/Supervisor Portal: Allows Agents and Supervisors to communicate schedule changes, quickly and easily.
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Vonage: elevate your customer experience

Combine the Vonage Contact Center for Salesforce platform and Verint WFM Professional to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.

Your agents are the most valuable resource you have. Not only because they are highly skilled and adept at dealing with customer contacts but because they can account for up to 70% of a contact center’s cost.

 

Learn More About Verint + Vonage
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Amazon Connect + Verint Professional WFM

Verint’s cloud-based call center solution for Amazon Connect delivers value to your entire contact center operation, helping improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

This integration is available for customers with various call center size across all industries and across all geographies. Verint software runs on AWS and is a technology partner of the AWS Partner Network. Key differentiators include:

  • A true AWS Cloud Solution: Verint Monet WFM was designed from the ground up to run on multiple AWS availability zones and adhere to best practices from AWS for the highest level of security and availability.
  • Native integration to Amazon Connect: Verint has been developing out of the box integrations for many years and is committed to continuous innovation in our cloud AWS offering to enable businesses to elevate their customer experience.
  • Affordability: The solution is cost efficient and delivers faster ROI.

CCI/ACD integrations

Verint offers out-of-the-box integrations with over 60 cloud and on-premise Contact Center Infrastructure (CCI) and telephony systems (ACD), allowing businesses to choose the ACD system that is best for them.

Verint makes integrating with your CCI/ACD system easy and fast through pre-built adaptors. We will work with all major CCI or ACD phone systems, allowing the WFM software and CCI/ACD to talk to each other, in real time. Both real-time adherence and call history are easily enabled through our contact center infrastructure software integration with an ACD system.

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