Verint Workforce Management (WFM)

AI-Powered Workforce Management Software for the Hybrid Workforce

by Verint · Analytics & Workforce Planning

Verint Workforce Management (WFM) screenshot

Executive Summary

Verint Workforce Management (WFM) is a software solution for contact centers and back-office support groups. It enables organizations to meet service and CX goals at a lower cost through forecasting, flexible scheduling, and real-time data insights.

Use Cases

  • Analyzing historical volumes and handle times for accurate forecasting
  • Long-term capacity planning and staffing needs
  • Automatically building employee schedules based on demand and labor laws
  • Intraday management to adapt to changes in volumes and availability
  • Managing schedules for retail bank branches and distributed service centers
  • Prioritizing resources based on volume and age of work in backlog

Features

Visibility

  • Real-time Performance Visibility: Role-based performance scorecards and dashboards provide real-time visibility into key performance metrics, enabling timely feedback and course correction, helping staff close skill gaps efficiently.

Intelligence

  • AI-powered Workforce Intelligence: Verint Workforce Intelligence is an AI layer that sits on top of your existing WFM, adding AI capabilities to automate workflows and empower real-time action.
  • Workforce Intelligence: Embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights and more into your existing Verint or Calabrio WFM solution.

Support

  • Accurate Forecasting: Accurate Forecasting: Create more accurate forecasts by analyzing historical volumes, work types and handle times across all channels, including asynchronous work (chat, voice, email, SMS, etc.) as well as external events and data that impa
  • Flexible Scheduling: Flexible Scheduling: Automatically build employee schedules that meet customer demand, labor laws, and employee scheduling preferences.
  • Capacity Planning: Understand your long-term capacity planning and staffing needs so you can create more accurate budgets and know when to hire, redeploy, or reduce headcount.
  • Intraday Management: Quickly adapt to changes in volumes and availability with real-time alerts, queue analytics, and dashboards comparing forecasted vs.

Technical Specifications

Architecture
API-first architecture with a Verint API Gateway for centralized access and management of cloud platform APIs.
Deployment
SaaS

Integrations

  • CRM
  • HR
  • Customer Support

Pricing

Target Customer
SMB,Mid-Market,Enterprise

About Verint

Verint Systems Inc. is a technology company headquartered in Melville, New York, specializing in customer experience (CX) automation. It offers an open platform, applications, and AI-powered bots to analyze business intelligence from customer interactions across various touchpoints, serving thousands of contact centers globally.

Founded: 1994 · Headquarters: Melville, New York, USA · Employees: 5,001-10,000 · Private

Verified sources

Each of these facts was checked against the vendor page linked (2026-10-15).

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