Verint 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 Solutions for SMB
Verint workforce engagement solutions for SMB give small and mid-sized contact centers rapid cloud deployment, low total cost of ownership, and all the capability you need to compete with larger brands. Easy to install. Easy to use. Built to scale as you grow.
SMB contact center software built for your scale
Verint SMB contact center software is purpose-built to deliver the workforce engagement capabilities you need to reduce costs and improve service quality, without the enterprise overhead.
Verint brings forecasting, scheduling, and workforce optimization together in one place, designed specifically for SMB contact centers.
Rapid cloud deployment, low total cost of ownership, and omnichannel scheduling across voice and digital channels – all manageable without a large IT team.
Featured solutions
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.
Performance Management
Give employees and managers visibility into performance to drive better service and greater job satisfaction. Integrate with WFM, QM, and coaching workflows as well as other source systems to create robust, role-based performance scorecards and dashboards.
Verint Quality Bot
Automate up to 100% of interaction scoring for quality and compliance across channels and functions. AI-powered, enterprise QM will help organizations with mature QM practices and advanced form and workflow requirements increase compliance, performance, operational efficiency and CX.
Calabrio QM Intelligence
Transition from manual to automated, contact center quality management fast with easy to use, insights-driven Calabrio QM Intelligence. Score up to 100% of interactions for both human and AI and get insights on day one.
Calabrio Conversation Intelligence
Transform every customer interaction into actionable AI-driven insights with capabilities like Auto Quality Management, Trending Topics, and AI Tags, enabling teams to boost agent performance, scale quality with confidence, reduce manual effort, and deliver consistently better customer experiences.
Retain, empower, and support your employees
It’s harder than ever to find and keep talent, and the cost and effort to retrain new employees can be too much to afford. This is especially true for small and mid-sized organizations who are fighting with much larger brands for talent.
Keep your employees engaged and empowered with SMB call center software for an optimal employee experience:
- Agent-centric, self-serve scheduling for increased flexibility, whether in-office, remote or hybrid.
- Integrated, role-based performance scorecards give agents immediate feedback and guidance on how to achieve their goals
- Mobile applications give agents 24/7 access to schedules and performance metrics, enabling them to make change requests any time of day.
Improve visibility and control as your workplace changes
The transition to work-from-anywhere has come with both benefits and challenges. While many employees appreciate the flexibility of remote work, supervisors have less visibility to see how employees are doing.
Verint SMB workforce management solutions are built for the new way we work, with features including:
- Adherence tracking to make sure employees are doing the right work at the right time
- Rich quality management to analyze interactions across channels and identify coaching needs
- Voice and screen recording of interactions as well as live monitoring
- Ability to track compliance to policies and procedures
Frequently asked questions
Workforce engagement solutions for SMB are contact center tools designed for the scale, budget, and operational complexity of small and mid-sized businesses. They typically include workforce management, quality monitoring, and analytics – packaged for rapid deployment and low total cost of ownership. Unlike enterprise platforms, SMB workforce engagement solutions are built to be operational quickly, without requiring dedicated IT resources or lengthy implementation projects.
SMB call center software gives small and mid-sized contact centers the tools to manage agent scheduling, monitor service quality, and handle customer interactions across voice and digital channels, without the cost or complexity of enterprise-tier platforms. Purpose-built SMB solutions like Verint’s prioritize ease of use, rapid cloud deployment, and low total cost of ownership, so smaller teams can deliver the same quality of service as much larger operations.
Enterprise contact center software is built for large, complex operations with significant IT infrastructure, long implementation timelines, and correspondingly high costs. SMB contact center software delivers core workforce engagement capabilities – scheduling, quality monitoring, omnichannel support – in a package sized for smaller teams, with faster deployment, simpler configuration, and a lower total cost of ownership. Verint’s SMB solutions run on the same underlying platform as its enterprise products, meaning SMB customers get genuine capability without paying for complexity they don’t need.
Yes. Verint Workforce Management Professional is purpose-built for small and mid-sized contact centers, incorporating forecasting, scheduling, and workforce optimization into a single coordinated solution. It supports omnichannel scheduling across voice and digital channels, even with limited resources, and is designed to be managed without a large operations or IT team.
Yes. Verint’s SMB solutions are built on the same platform as its enterprise products, so scaling up doesn’t mean switching platforms. As your contact center grows – whether that means adding channels, increasing headcount, or expanding into more advanced analytics and quality management – Verint can grow with you without requiring a rip-and-replace migration.
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