Verint Workforce Management
Increased productivity, lower costs and balanced employee flexibility with WFM
Heightened expectations for customer service are challenging organizations to manage their employees against the different types of work arriving in their contact center, back-office and branch operations. Organizations need to align the right number of skilled people to handle work that arrives as phone calls, web chats, email, social media posts and people lining up at a branch. Balancing workload, staffing, and associated processes can be critical for delivering effective customer service. Verint Workforce Management enables organizations to plan, forecast and schedule employees by leveraging a unified, enterprise workforce management solution. It provides holistic visibility into the work, people, and processes across customer touch points.
Provides visibility into staffing, processes, and work across the areas of your enterprise that impact the customer experience.
Leverages performance information as needed to help you achieve operational excellence, meet service-level agreements, reach processing goals, and more. Helps you realize the advantages of a virtual workforce, with the ability to pool available resources in different functional areas
Ease of Use and Maintenance
Offers a Web-enabled solution with simplified administration and maintenance, reduced hardware requirements, and a lower total cost of ownership.
Experience a 99.95% uptime SLA made possible with automated failover and zero-maintenance windows.
Operate at scale
Extend the same app you write once to new markets with configurable features for localization and compliance.
Use the same platform you know for voice, SMS, video, chat, two-factor authentication, and more.
Get to market faster with pay-as-you-go pricing, free support, and the freedom to scale up or down without contracts.