Turn Workforce Management into Workforce Excellence
Workforce Excellence
Real-time workforce management at the speed of life – because life happens.
See change early, decide quickly, and act faster without sacrificing SLAs, cost, or employee experience.
Real-time Workforce Management outcomes now
- 30%
Hurtigruten improved SLAs by 30% and increased manager capacity by 35% with Verint Workforce Management.
- 25%
GE Appliances reduced cost per call by 15%, increased agent retention by 25%, and schedule adherence by 20% with Calabrio Workforce Management.
- 45%
Paychex drove a 45% increase in intraday optimization, saving $500K+ annually with Calabrio Workforce Management.
What is Workforce Excellence?
Workforce Excellence is real-time workforce management that enables continuous alignment of employees to customer service demand using insights and automation.
Workforce Excellence is not about replacing humans. It’s about empowering them with AI so they can respond to change faster, more confidently, and without operational lag.
Workforce Excellence helps you maintain SLAs, control labor cost, and retain your best agents. The result isn’t just better scheduling; it’s a contact center that operates at the speed of life.
The building block of Workforce Excellence
Protect SLAs without overcorrecting
Body: Balance service levels, cost, and workforce constraints without relying on overstaffing or reactive overtime. Industry-leading, AI-powered forecasting accuracy and long-term capacity planning, plus real-time alerts and queue analytics, help you identify risk early and respond before SLAs slip.
Explore Workforce Management
Retain your best talent
Give agents more control over their schedules with AI-powered flexibility – unlimited self-service shift changes within business guardrails, without manual supervisor approval. Improve employee experience and reduce attrition without compromising business needs.
Discover TimeFlex Bot
Move from firefighting to proactive planning
Replace reactive operations with proactive AI workforce management. Surface insights and root causes quickly, get clear recommendations for action, and free your team from manual analysis and constant exception handling.
Operate at the speed of life
Continuously adapt plans as conditions change – see the impact across schedules and forecasts in real time, with no waiting on simulations or reprocessing. Built to run on top of your existing CCaaS and systems with no rip-and-replace.
See the Platform
Operate at the speed of life with real-time Workforce Management
See change early
AI-driven insights surface intraday risks and their root causes before they hit your SLAs.
Decide quickly
Real-time visibility and clear, prioritized recommendations replace slow manual analysis.
Act faster
Adapt schedules and forecasts in real time while protecting employee experience and service levels.
Featured case studies
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The State of Agent Experience 2026
Learn how to supercharge the agent-AI relationship within your contact center to unlock better business outcomes. Get your copy to learn:
- How agents really feel about the continued growth of artificial intelligence (AI) in their roles.
- The most common tasks taking up invaluable agent capacity (and how they can be automated with AI).
- The AI-powered tools that improve the agent experience and help reduce attrition.
Automate CX workflows for stronger, faster, measurable outcomes
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.
Powered by CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self-service, agent support, analytics, quality, and workforce engagement.
Frequently asked questions
Workforce Excellence is real-time workforce management: continuously aligning your workforce plan to actual demand by pairing AI-powered insights with real-time operational responsiveness, instead of relying on static, batch-based forecasts.
Traditional WFM helps you plan ahead, then falls behind the moment conditions change. Workforce Excellence helps you adapt in the moment – seeing the impact of changes across schedules and forecasts in real time, with no waiting on simulations or reprocessing.
No. Verint is open by design and runs on top of your existing CCaaS, CRM, and systems. There’s no rip-and-replace required, so you can start with a single use case and expand at your own pace.
Many Verint customers see measurable outcomes in as little as 30 days, starting with a focused deployment such as the Verint TimeFlex Bot and validating results before expanding.
Verint keeps human judgment in the loop. The platform automates what should be automated and empowers managers and agents with AI insights so your people stay the decision-makers while AI removes the manual lag.
Ready to operate at the speed of life?
See how Verint turns workforce management into Workforce Excellence – on top of the systems you already run.
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