Enhanced Workforce Optimization solution from Verint

Verint has announced significant advancements to its enterprise Workforce Optimization (WFO) solution, extending the company’s Customer Engagement Optimization platform.

The WFO solution has a completely redesigned user interface that can be tailored to suit individual working styles to help ensure employees are more efficient and productive, according to the company. Additionally, advances in analytics are integrated throughout the solution, including a newly re-architected speech analytics solution designed to provide more intelligent insights out-of-the-box and richer context of spoken phrases and root causes. Further, new capabilities such as embedded voice biometrics technology help improve the customer experience and reduce fraud-related losses and call handle time.

Verint adds that enhancing employee productivity is a key element of the new offering. The redesigned quality application better empowers employees to complete self-evaluations. Managers also have comprehensive views of employee performance, learning and coaching history while playing, evaluating or live monitoring interactions. New planning enhancements to performance management help managers improve employee productivity and performance in a structured manner, leveraging milestones based on scores of select key performance indicators (KPIs).