Verint reimagines cloud workforce management
Verint Systems has announced the newest release of its Workforce Management (WFM) solution, which leverages AI-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement, with accessibility via the Verint Cloud.
According to Verint, effectively managing today’s workforce is crucial for improving CX, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact center agents and customer engagement resources exponentially more challenging.
“The workforce represents up to 80% of overall contact center budgets so accurate and cost-effective scheduling is vital,” says Verint’s John Goodson, SVP and general manager, products. “At the same time, today’s employees demand easier flex scheduling options, so organizations must balance flexibility and cost to provide superior service. As a pioneer in WFM, we view this new release as one that can invigorate the market to meet the ever-changing demands of today’s contact centers and throughout the enterprise.”
The new release of Verint’s WFM solution offers a modern user experience to enable scheduling with fewer clicks and screens, make common tasks more efficient for workforce managers, and simplify the path to proficiency for new users. It is aimed at reducing time and effort, taking into account sick and overtime employees, user skills and multilingual capabilities, time zone variations, employment requirements and service level agreements.
Flexible schedules, empowering technology and telework options are critical to retain highly talented employees in today’s competitive marketplace. Managers need an easy way to schedule the right agents on the right channel at the right time—whether that’s in traditional eight-hour shifts or in increments of mere minutes.
AI-infused automation streamlines decision making and improves forecast accuracy, taking into account a variety of data points and changes. Enhanced mobile app functionality enables agents to easily swap shifts and make other schedule changes on the fly. Supervisors receive schedule change requests and approve or deny them through the app, providing a simpler way to manage work across the enterprise.
Because the WFM can be deployed in the cloud or on-premise, without sacrificing features or flexibility, organizations are able to standardize on a single WFM platform in cloud-ready and non-cloud-ready parts of the business, for both the front- and back-office, and across the globe.
To learn more about Verint’s Workforce Management solution, click here.