Verint Systems
– Verint Workforce Management
About Verint Systems
Verint® is a leader in
Customer Experience (CX) Automation. We empower brands to achieve better
business outcomes by delivering superior CX at a lower cost in any interaction,
in any channel, anywhere, at any scale. The world’s most iconic
brands—including more than 80 of the Fortune 100 companies—use the Verint CX
Automation Platform to achieve stronger, faster AI Business Outcomes, Now™ that
reduce costs and elevate CX.
Using the Verint Platform,
organizations of all sizes can handle more interactions and use data to
continuously improve CX without increasing the size of their human workforce.
Our customers report measurable improvements in agent capacity, management capacity,
revenue, and customer and employee experience.
About Verint Workforce Management
With its AI-powered forecasting and scheduling solutions, Verint® Workforce Management™ helps organizations to optimize human and bot resources across all engagement channels, maximizing efficiency across the enterprise. Whether in the office or working remotely, thoughtful automation and simple workflows provide employees with flexible scheduling options to drive employee wellbeing while ensuring business policies are met. And as a full featured cloud solution, it can free businesses from the burden of complex infrastructure and administration and easily extend to applications to support employees with tools to do their job.
Verint Workforce Management is used in the contact center to schedule agents to match expected workload without overstaffing. These tools use data from historical transactions or traffic information to forecast the required resources to meet call demand. WFM is suitable for organizations where there are multiskilled employees, time priorities to answer customer queries, and different volumes of transactions depending on the time of day or seasonality. It helps managers schedule employees across different sites and understand how each location operates. WFM solutions include a combination of technologies: time and attendance, scheduling, forecasting and planning, absence management, monitoring and analytics, performance and task management, and hiring and HR tools.