Workforce Management for Contact Centers

Verint Workforce Management (WFM) Professional for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize your workforce resources.

Service and contact center efficiency is enhanced when the right numbers of agents (with the necessary skills) are taking care of your customers every hour, every day.

The benefits of Verint WFM Professional include:

  • Maximizing revenue and satisfaction
  • Increasing service levels
  • Achieving better cost management
  • Optimizing the utilization of your resources
Discover Verint WFM Customer Success Stories
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Scalable Workforce Management features to meet your CX goals

Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements, and average handle time for any time interval of the day, based on historical data from the ACD.

Scheduling: Our advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize agent availability, work rules, skills, holidays, breaks, service levels, and budgets.

Real-Time Adherence: Compares planned agent activity to actual activities throughout the day and forecasts to actual call volumes, handle times, and other key performance indicators.

Exception Planning: Provides an integrated exception calendar to simplify the scheduling of agent exceptions, such as time off and one-time or recurring training meetings.

Additional WFM Professional Features

Intraday Management: Graphically displays agent schedules that can be changed by dragging and dropping breaks, lunches, and other exceptions. Real-time updates can be made to required and assigned agents instantly, and surpluses and shortages are displayed for designated time periods of the day.

Agent/Supervisor Portal: Allows Agents and Supervisors to communicate schedule changes, quickly and easily. Agents can view their schedules, check their adherence, conduct shift swaps, and request time-off all in one place. Supervisors can process agents’ schedule changes and time-off requests, automated time-off management and schedule alerting to help keep your agents in adherence.

Integrations: Verint Professional WFM software integrates with all major CCI and ACD phone systems, allowing the WFM software and CCI/ACD to talk to each other in real time.

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Workforce Management Products for SMBs

  • Performance Management Professional Business Intelligence at your fingertips to make better and faster decisions.
  • Verint Quality Management Professional Improve customer experience, boost productivity and unlock additional sales opportunities.

Integrations with Salesforce for acccurate forecasts & schedules

Verint WFM Professional integrates seamlessly with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.

Agents no longer need to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts.

The unified platform experience improves efficiency by giving agents greater visibility and empowerment.

 

Learn More about Verint WFM Integration
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