Workforce Management
Accurately forecast, plan for and schedule resources for enterprises that need deeper structural, governance, regional labor laws, diverse operational needs, and advanced employee flexibility.
Workforce Engagement Management
Workforce Engagement Management for the Hybrid Workforce of Humans and AI Agents
Optimize staffing, evaluate interactions, and improve performance across every customer touchpoint, digital and voice, human and bot.
SAVED
$4.5M
by reducing under- and over-staffing while increasing CSAT with Verint Workforce Management.
The reality of Workforce Engagement Management today
Staffing is a high-stakes guessing game — unless it's not
Overstaffed costs you lost capacity. Understaffed means missed service goals, lost customers, and burned-out agents who quit. Every contact center runs this balancing act every single day.
$4.5M saved by an insurer fixing under/over-staffing while raising CSAT (Verint WFM)
Manual sampling means most risk goes unseen
Traditional QM samples a fraction of interactions. That means most compliance breaches, coaching gaps, and unhappy customers never get reviewed at all — until they become a regulatory fine or a churned account.
1% → 96% compliance coverage growth, saving 1,200 FTEs in the process (Verint Quality Automation)
Fragmented interaction data hides the full picture
Voice, chat, email, back office — if it’s scattered across silos and formats, you’re making workforce and quality decisions on a sample, not the whole truth. And regulators (GDPR, PCI-DSS, HIPAA, MiFID II) don’t grade on a curve.
$4M saved automating scoring of 1.8M interactions that would otherwise go unreviewed
Why getting this right is worth millions
Every workforce, quality, and compliance decision has a dollar sign attached, whether you see it or not.
- Miss on staffing and you either overpay for idle capacity or understaff and lose customers.
- Miss on recording, quality, and compliance and you’re flying blind on risk you can’t see until it’s a fine, a lawsuit, or a lost customer.
- Miss on performance management and you lose your best talent.
One workforce. Every touchpoint.
Verint defines “workforce” as the hybrid workforce — human agents and AI agents working side by side. Workforce Engagement Management gives you the tools to optimize, improve, and measure that entire workforce, across all channels (voice, digital, chat, SMS and email), and keep it compliant.
Optimize
Scheduling, forecasting, and adherence, so the right people (and AI agents) are doing the right work at the right time.
Improve & measure performance
Evaluate every interaction, human and AI agent, to find opportunities to coach and improve.
Across every touchpoint
Every channel, captured and unified, so nothing is missed and nothing lives in a silo.
Solve your contact center challenges with Workforce Engagement Management Software
Workforce Management
Forecast, schedule, and adapt in real time to more effectively balance costs and service for your hybrid workforce. Optimize a multiskilled, omnichannel workforce across real-time and asynchronous interactions while tracking SLAs across contact center and back-office operations.
Why it matters: Staffing wrong costs money either way — idle capacity or lost customers.
Proof point: 20% increase in productivity; 30% reduction in attrition
Quality Intelligence
Automatically evaluate up to 100% of interactions, across human and AI agents, and turn insight into effective coaching and better outcomes.
Why it matters: Sampling a fraction of calls means most performance and risk issues never surface.
Proof point: 38% increase in agent quality in 5 months (BNP Paribas)
Compliance Solutions
Automatically monitor and score every interaction against regulatory and internal standards, increasing compliance without added headcount.
Why it matters: Regulatory penalties for GDPR, PCI-DSS, HIPAA, and MiFID II breaches are expensive — and preventable.
Proof point: 15% increase in compliance scores (First National Bank of South Africa)
Interaction Recording
Why Verint wins in Workforce Engagement Management
Verint isn’t a legacy WEM software vendor with AI features bolted on. It’s built AI-first, for a workforce that’s now a mix of people and AI Agents. Verint closes the gap between having interaction data and doing something with it, turning fragmented data into faster, more confident action for every agent, human or AI, at every touchpoint.
One workforce, one view
Incorporate AI Agent impact on volumes and handle times into demand forecasts and human agent schedules. Build comprehensive staffing plans that meet your SLAs for a multi-skilled omnichannel workforce across contact center, back office, and branch.
Breaks down data silos
Interaction data from every source — voice, digital, back office — is aggregated and secured, so decisions are based on the complete picture, not a sample. Monitor quality and manage performance of human and AI agents in a single interface.
Fits what you already have
Open APIs and pre-built connectors ensure seamless integration with current systems and workflows. Deploy onto your existing CCaaS and infrastructure. No rip-and-replace, no forced move to the cloud, no disruption.
Proven at scale
A track record of measurable outcomes across industries, backed by top-rated reviews and analyst recognition.
Verint named a leader in Workforce Engagement Management in ISG’s 2026 Buyers Guide Evaluations for CX Technology
Verint received Leader recognition in Overall, Product Experience and Customer Experience categories, and was designated an Exemplary provider of Workforce Engagement Management, reflecting consistent performance helping organizations reduce friction, improve decisions and deliver measurable CX outcomes.
“Verint is recognized as a leader in Workforce Engagement Management due to its strong specialization in WEM and its evolution into an AI-enabled platform that seamlessly manages both human and automated resources.”
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“Empowering our employees to manage their own schedules creates a win-win. Our employees are more satisfied, and higher retention means lower costs — which we pass on to our clients.”
“We’ve seen an increase in satisfaction because they feel like they have more control over their day-to-day productivity and their schedule.”
“If we wanted that many people to listen to the amount of calls that AQM evaluates, we’d have to hire over 1,200 employees.”
Proven WEM software results
$4.5M
saved reducing under/over-staffing while increasing CSAT.
$4M
saved automating scoring of 1.8M interactions.
96%
compliance coverage, up from 1% — 1,200 FTEs saved.
38%
increase in agent quality within 5 months.
15%
increase in compliance scores.
$600K
saved annually from a 4-week targeted coaching engagement.
Part of the Verint Open Platform
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip-and-replace and accelerating time to value.
Workforce Engagement Management runs on the same CX Data Hub and Verint Da Vinci™ AI as every other Verint capability — so workforce, quality, compliance, and recording decisions are all based on the same complete data set.
Related products
Calabrio Workforce Management
Speed deployment of robust, AI-powered WFM capabilities designed for the inbound contact centers looking for ease of use and the ability to balance the needs of the organization and the employee experience.
Workforce Intelligence
Embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights and more into your existing Verint or Calabrio WFM solution.
Performance Management
Give employees and managers real-time visibility with role-based performance scorecards and dashboards that integrate with WFM, QM, and coaching workflows to drive better performance.
Quality Intelligence
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
TimeFlex
Empower agents to make unlimited schedule changes while balancing the needs of the business and your customers.
Related resources
Workforce Engagement starts here.
Learn how Verint Workforce Engagement is driving meaningful business outcomes across industries. Contact a Verint representative today.
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Frequently asked questions
Workforce engagement management is a suite of solutions designed to maximize the value of employees by ensuring you have enough people, with the right skills, at the right time to meet customer demand and deliver on your CX and service goals. Contact center workforce engagement management solutions bring workforce management capabilities, like forecasting and scheduling, together with interaction recording, quality management, performance management, and more. By connecting these tools, WEM solutions like Verint’s give organizations greater control and a complete view of performance, so they can improve customer experience, retain their best talent, and deliver stronger business outcomes.
WEM software accurately forecasts customer demand across channels, interaction types and functions so you have enough people to quickly respond to customer inquiries when and where they interact. Providing fast and accurate service improves CX, increases customer loyalty and retention. The solutions maximize employee utilization, minimizing overtime and reducing costs. Recording, Quality Management, and Performance Management helps ensure every interaction is compliant and delivering an exceptional experience. By identifying compliance risks, agent skill gaps, and performance trends at scale, contact centers can act faster to remediate risks, improve agent performance, and continually optimize for ever evolving customer expectations.
Workforce Management (WFM) software provides forecasting, planning and scheduling capabilities. WEM software includes forecasting, planning and scheduling, but also includes recording, quality management, and performance management capabilities with rich data insights that identify trends and opportunities to improve staffing efficiency, agent performance, compliance, and CX. Learn about Verint’s Workforce Management Software.
Verint WEM and the TimeFlex Bot give employees self-serve scheduling capabilities, enabling them to make unlimited schedule changes to adjust schedules “in the moment” as life happens. Agents are no longer torn between work and home obligations. This reduces unplanned absences and increases employee retention. 24/7 access to real-time performance metrics through the MyVerint mobile app also gives employees the transparency they desire, enabling them to proactively address missed KPIs and ensure they are meeting their performance goals. The mobile app also lets them easily perform shift swaps and receive real-time notifications for voluntary time off or overtime. All these WEM software capabilities contribute to an improved EX and reduced attrition and absenteeism.
Verint and Calabrio have merged into one company to automate CX workflows and deliver measurable business outcomes. Together, Verint and Calabrio create the world’s deepest WEM AI brain trust, built on the largest contact industry. Calabrio One is now part of Verint’s center data set in the Workforce Engagement solution set, and brands can choose to automate their contact center workforce management and elevate customer experiences with the solution that’s right for their business needs.