Workforce Management
为那些需要更深层次的结构、治理、区域劳动法、多样化运营需求和高级员工灵活性的企业，准确预测、规划和安排资源。
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.
已保存
450万美元
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
One workforce. Every touchpoint.
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
质量智能
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)
合规解决方案
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)
Why Verint wins in Workforce Engagement Management
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
Proven WEM software results
450万美元
saved reducing under/over-staffing while increasing CSAT.
400万美元
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
Verint 客户体验自动化平台可帮助联络中心实现客户体验工作流程自动化，并快速交付可衡量的成果。该平台基于您现有基础设施构建，可与任何 CCaaS、CRM 或 AI 模型集成，从而避免彻底更换，并加快实现价值。
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.
相关产品
Calabrio Workforce Management
加速部署强大的人工智能驱动型劳动力管理 (WFM) 功能，专为寻求易用性并能够平衡组织需求和员工体验的呼入联络中心而设计。
劳动力智能
将基于人工智能的日间优化、排班变更自动化、预测性洞察等功能集成到您现有的 Verint 或 Calabrio WFM 解决方案中。
Performance Management
通过基于角色的绩效评分卡和仪表盘，为员工和管理者提供实时可视化信息，这些工具与WFM、QM以及辅导工作流集成，从而推动绩效提升。
质量智能
Automate up to 100% of QA evaluations across digital and voice, humans and AI Agents.
TimeFlex
赋予代理人无限更改日程的权限，同时平衡业务和客户的需求。.
常见问题解答
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 和 TimeFlex Bot 为员工提供自助排班功能，使他们能够根据生活中的突发情况随时进行无限次排班调整。员工不再需要在工作和家庭义务之间挣扎。这减少了计划外缺勤，提高了员工留任率。通过 MyVerint 移动应用程序 24/7 访问实时绩效指标，也为员工提供了他们所期望的透明度，使他们能够主动解决未达标的 KPI，并确保他们实现绩效目标。该移动应用程序还允许他们轻松进行班次调换，并接收自愿休假或加班的实时通知。所有这些 WEM 软件功能都有助于改善员工体验，降低人员流失率和缺勤率。
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.