Verint Workforce Management (WFM)
Enhance employee and customer experience with superior forecasting and scheduling.
Executive Summary
Verint Workforce Management (WFM) is a comprehensive solution designed to optimize staffing and scheduling across various operational areas, including contact centers, back-offices, and branch locations. It empowers organizations to transition from manual processes to automated, intelligent workforce planning. The platform leverages advanced forecasting capabilities to predict workload volumes accurately, ensuring optimal staffing levels to meet service goals and maximize capacity. The solution provides flexible scheduling tools that accommodate business needs, employee preferences, and regulatory compliance, leading to increased productivity and reduced operational costs. With real-time performance visibility, managers can monitor adherence, service levels, and agent performance, enabling proactive adjustments and improved decision-making. Verint WFM aims to enhance both employee and customer experiences by ensuring the right resources are available at the right time. Verint WFM is available in different editions, such as Professional and Essentials, catering to varying organizational needs, from foundational capabilities to advanced features for complex environments. It integrates seamlessly within the broader Verint Customer Engagement Platform, supporting a holistic approach to workforce optimization.
Use Cases
- Optimizing contact center operations through accurate forecasting and flexible scheduling to meet service level agreements.
- Improving back-office efficiency by managing work item automation and resource allocation for non-call center tasks.
- Enhancing branch operations with purpose-built forecasting and scheduling tools to manage customer traffic and staff availability.
- Transitioning from manual, spreadsheet-based workforce management processes to automated, data-driven solutions.
- Increasing employee productivity and satisfaction by creating balanced schedules that consider skills, preferences, and compliance.
Features
Visibility
- Real-time Performance Visibility: Gain immediate insights into agent performance, schedule adherence, and service levels across contact centers, back-offices, and branches.
Intelligence
- Accurate Forecasting: Leverage advanced algorithms for precise workload forecasting to optimize staffing and resource allocation.
- Flexible Scheduling: Create optimized schedules that balance business needs with employee preferences and regulatory compliance.
Technical Specifications
- Architecture
- API-first architecture with a Verint API Gateway for centralized access and management of cloud platform APIs.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- CRM
- HR
- Customer Support
Security & Compliance
Certifications: SOC 2 Type II, PCI-DSS, GDPR, ISO 27001, HIPAA, CCPA/CPRA, NIST
Pricing
- Starting Price
- Contact sales
- 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.