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Workforce Management Solutions & WFM Software

Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy. AI-powered workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.

 

Workforce Management Data Insights Bot screenshot

Real world results from Verint WFM customers

  • 30%

    30% reduction in overtime – Guardian Life

  • 90+
    Scaled service to 90+ employees in five languages in only two days – 5CA
  • 90%

    90% of calls answered within 30 seconds – USANA

Smiling man taking a phone call while looking at his laptop.

Key Workforce Management features

  • Ensure the right people are scheduled at the right time

    Designed to meet ever-changing customer demands in an increasingly complex environment, Verint Workforce Management provides the tools you need so your organization can maintain its focus on meeting customer needs.
  • Improve both customer and employee experience

    Verint Workforce Management helps your organization achieve its goals, giving you the tools you need to provide agents with flexible schedules and meaningful work to improve employee retention.
  • Give agents increased flexibility and work-life balance

    Whether in the office or on the go, Verint Workforce Management mobile apps let agents quickly make, and get approval for, schedule changes, shift swaps, time off, and task and channel switching.
  • Gain greater insights

    Verint Workforce Management Scorecards provide a view into employee efficiency and effectiveness, and can offer insight into areas for improvement.
  • Capitalize on the benefits of the cloud

    Bring the advantages of Verint Open Platform to your workforce management. Enjoy the benefits of worry-free upgrades and rest assured you are always enjoying the latest updates and enhancements.

Verint, a Leader in Workforce Management

Verint maintained its leadership position in contact center workforce management based on DMG Consulting LLC’s 2024 Workforce Management for the Enterprise in the Digital Era.

Verint provides businesses with robust capabilities to balance your costs and customer experience with your employees’ need for work/life balance.

"Verint achieved top customer satisfaction scores (5.0 out of 5.0) on all 35 criteria spanning WFM vendor satisfaction, suite modules, and product capabilities.​" - DMG Consulting 2024 Workforce Management for the Enterprise in the Digital Era, March 2024

Related Workforce Engagement solutions

  • Performance Management

    Give employees and managers visibility into performance to help drive better service and deeper job satisfaction.
  • Desktop and Process Analytics

    Analyze employee desktop activity and gain operational intelligence. Optimize productivity and capacity, improve processes, and help ensure compliance.
  • Quality Bots

    Automate your quality process and gain deeper insight into all of your calls while managing compliance risk more effectively.
  • Verint Interviewing Bot

    Elevate candidate quality, accelerate time-to-hire and enhance employee retention. Automated, AI-driven candidate screening reduces the risk of mis-hiring.
  • Verint TimeFlex Bot

    Empower agents to manage their schedules while balancing the needs of the business and your customers.

Improving the Agent Experience: Ways to Use AI in Your Contact Center Now

A significant challenge contact center agents face today is the lack of scheduling flexibility, which can lead to high attrition rates and burnout. 

In our latest eBook, we present practical, AI-powered solutions, including the TimeFlex Bot, that can improve the agent experience, increase scheduling flexibility, and drive immediate business outcomes.

Download the ebook
Improving the agent experience: Ways to Use AI in Your Contact Center Now ebook cover.
Verint Workforce Management product screenshot
Verint Appointment Booking product screenshots

WFM Success Stories

Frequently Asked Questions About Workforce Management

Workforce management, also known as WFM, is an integrated set of tools and processes meant to optimize employee productivity by matching an organization’s labor force with its workload.

Related WFM Tools and Capabilities