Forecasting and Scheduling
The right employees doing the right work at the right time. AI-powered CX Automation helps you find, retain and empower your employees for the way we work today.
AI Business Outcomes from Verint Customers
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with TimeFlex Bot.
What is forecasting and scheduling?
Move the needle on metrics that matter. Verint Forecasting and Scheduling solutions can help you create accurate capacity plans faster, even for the most complex environments. These solutions provide immediate impact across a variety of key workforce management (WFM) metrics. Using CX Automation solutions, Verint customers have achieved this AI-driven business outcomes:
- Lower costs by eliminating overstaffing and unnecessary overtime
- Reduced attrition rates and increased employee engagement
- Improved customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time
Empower agents to make in-the-moment schedule changes
Verint TimeFlex Bot empowers employees to make unlimited schedule changes without manager intervention or negative impact to service levels. Verint’s TimeFlex Bot uses AI and gamification to align the agent’s preferences and impromptu needs with the company’s scheduling and forecasting priorities, resulting in improved employee engagement and work/life balance. Companies deploying CX Automation like the TimeFlex Bot see dramatic results:
- Up to a 30% decrease in attrition
- Up to a 20% decrease in absenteeism.
Forecasting and Scheduling Product Line-up
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
Forecasting & Scheduling benefits
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We get it. Life is more complicated than ever.
Your employees demand flexibility to balance their work responsibilities, busy lives and safety.
Verint Workforce Management includes mobile apps for agents and supervisors. Employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their devices. Verint Workforce Management includes:
- Flex Time Off Requests
- Task and Channel Switching
- Shift Swaps
Manage In-Office and Remote Employees in One View
Your contact center doesn’t look the same anymore. Whether you are staying remote, returning to office, or a combination, you need a holistic view of your workforce and their activities.
Verint Workforce Management gives you the capabilities you need to manage employees across locations, including:
- Staggered start and end times
- Office capacity limits for social distancing
- In-office and remote working indicators
- Flexible schedules and self-service schedule changes
The Performance Insights You Need
With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:
- Automatically triggered coaching sessions
- Insight into productivity metrics by channel type and comparison to goal
- Out-of-the-box workflows for alerting of outlier performance
- Automation workflows to update shift and vacation bidding based on performance
- Pre-built integrations into multiple 3rd party sources for external KPIs
Find and Hire the Best Candidates
The growing work-from-anywhere imperative creates opens up doors for organizations to hire the best employees, regardless of physical location. As a result, traditional interview and selection practices need to be reimagined. With the Verint Interviewing Bot, which leverages AI to help identify top candidates for the role, you can:
- Digitize and automate elements of the hiring process
- Provide automated, analytics-driven screening of candidates
- Allow hiring managers and candidates to engage anytime/anywhere
- Elevate candidate quality
- Accelerate speed-to-hire
- Increase employee retention
Schedule Employees Across Contact Channels
Scheduling the right resources to respond to digital inquiries is just as important as the phone channel. With Verint Workforce Management, you can schedule employees across all channels, matching each worker with the channel or channels that suit their skills and availability for a specific timeframe.
Verint Workforce Management gives you the flexibility to make the best use of the resources available, balancing work between humans and bots, and cross-utilizing your workforce across departments to meet demand.
We get it. Life is more complicated than ever.
Your employees demand flexibility to balance their work responsibilities, busy lives and safety.
Verint Workforce Management includes mobile apps for agents and supervisors. Employees can easily manage their schedule on the go. Automated approval rules empower agents to quickly make schedule adjustments from their devices. Verint Workforce Management includes:
- Flex Time Off Requests
- Task and Channel Switching
- Shift Swaps
Manage In-Office and Remote Employees in One View
Your contact center doesn’t look the same anymore. Whether you are staying remote, returning to office, or a combination, you need a holistic view of your workforce and their activities.
Verint Workforce Management gives you the capabilities you need to manage employees across locations, including:
- Staggered start and end times
- Office capacity limits for social distancing
- In-office and remote working indicators
- Flexible schedules and self-service schedule changes
The Performance Insights You Need
With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:
- Automatically triggered coaching sessions
- Insight into productivity metrics by channel type and comparison to goal
- Out-of-the-box workflows for alerting of outlier performance
- Automation workflows to update shift and vacation bidding based on performance
- Pre-built integrations into multiple 3rd party sources for external KPIs
Find and Hire the Best Candidates
The growing work-from-anywhere imperative creates opens up doors for organizations to hire the best employees, regardless of physical location. As a result, traditional interview and selection practices need to be reimagined. With the Verint Interviewing Bot, which leverages AI to help identify top candidates for the role, you can:
- Digitize and automate elements of the hiring process
- Provide automated, analytics-driven screening of candidates
- Allow hiring managers and candidates to engage anytime/anywhere
- Elevate candidate quality
- Accelerate speed-to-hire
- Increase employee retention
Schedule Employees Across Contact Channels
Scheduling the right resources to respond to digital inquiries is just as important as the phone channel. With Verint Workforce Management, you can schedule employees across all channels, matching each worker with the channel or channels that suit their skills and availability for a specific timeframe.
Verint Workforce Management gives you the flexibility to make the best use of the resources available, balancing work between humans and bots, and cross-utilizing your workforce across departments to meet demand.
Elevating customer service and experience
Learn how Stanley Black & Decker Outdoor modernized their contact center and realized significant improvements on key metrics such as schedule adherence and operational efficiency.
Read the Success Story“Using Verint Workforce Management Professional has allowed my agents to take ownership of their schedules. We have gone from 75 percent schedule adherence to 90 percent and above."
“Verint has been named a Leader for the 13th consecutive year in the Magic Quadrant for Workforce Engagement Management (WEM).”
Workforce Management for Back Office
Did you know the average company’s back office has far more employees than its contact center? If you aren’t currently using WFM software in your back office, you have a huge blind spot when it comes to efficiently managing your workforce.
Extending WFM into your back-office operations can enable you to:
- Share resources between the front and back office to more cost effectively meet peaks in demand
- Balance workloads across teams and functions to improve employee utilization and reduce overtime
- Manage work items from beginning to end, identifying ways to streamline processes and speed turnaround times
Watch Playbook for Expanding WFM into the Back Office, to learn the differences in WFM in the contact center and back office and best practices for deploying WFM into back-office operations.
Create Back Office CX HeroesGet the most from your store and branch network
Poor in-store and branch experiences can seriously damage customer relationships. Workforce Management for Branches and Stores enable banks and retailers to forecast demand and schedule the right mix of staff across the entire network to meet service, efficiency, and revenue goals. With Workforce Management for Branches and Stores, you can:
- Accurately predict customer demand and work content
- Align staff roles and capacity with market opportunity
- Increase sales and service effectiveness
- Ensure the right staff are in the right locations at the right time
What challenges keep you up at night?
How much could you benefit if you resolved your CX Automation challenges? Our free Value Calculator can help you estimate the business value you could achieve with Verint.
Explore: Verint Value CalculatorForecasting and Scheduling insights
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Contact us about Forecasting and Scheduling
Learn how Verint Forecasting and Scheduling solutions can help you reimagine your contact center, branch and back-office operations. Contact a Verint representative today.
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