Workforce Engagement
Empower your managers to increase employee capacity, performance and experience with AI-powered workforce engagement solutions.
AI Business Outcomes from Verint Customers
$1.5M Saved
A healthcare brand automated evaluation of 100% of interactions, increasing supervisor capacity by 33%.
$4.5M Saved
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with the Verint TimeFlex Bot.
What is Workforce Engagement?
Many organizations are struggling to optimize the performance of their employees while still ensuring they have a rewarding work experience. Workforce engagement solutions are designed to help improve employee productivity and engagement.
Verint AI-powered workforce engagement solutions empower managers with automation and real-time insights to help increase employee capacity and performance, while still meeting organizational goals for cost savings, CX, and employee experience. Verint pioneered workforce optimization in the early 2000s and has grown this offering into today’s industry leading workforce engagement suite of solutions.
Verint, a Leader in Workforce Engagement
Verint maintained its leadership position in contact center workforce engagement management (WEM) based on DMG Consulting LLC’s 2023-2024 Enterprise Workforce Engagement Management Product and Market Report.
Verint achieved perfect scores of 5.0 out of 5.0 in all 10 categories for WEM product features satisfaction and excelled in all seven of its evaluated WEM module satisfaction categories.
"We’re only in the beginning stages of AI, but there is no doubt that companies need WEM functionality more now than ever, as executives search for ways to effectively incorporate and leverage the power of and benefits of AI into their operating departments." Donna Fluss, President, DMG Consulting
Workforce Engagement Product Line-up
Increase Capacity and Reduce Costs
With Verint Forecasting and Scheduling solutions you can create more accurate forecasts and capacity plans for even the most complex environments. You can ensure you have the right number of employees, with the right skills, at the right time to meet your service and CX goals. The robust functionality and automated workflows in Verint Workforce Management help you:
- Lower costs by eliminating overstaffing and unnecessary overtime
- Increase efficiencies by scheduling employees across channels, teams, time zones and locations, including remote
- Improve employee satisfaction by providing your staff with more schedule control leading to better work-life balance.
In addition, Verint TimeFlex Bot gives employees the flexibility to adjust their schedules to create a better work/ life balance, resulting in increased employee engagement and reduced attrition and absenteeism.
Improve Quality and Compliance
Manual quality scoring is expensive and ineffective. By only sampling a small number of interactions to review, you don’t know what’s lurking in your unmonitored interactions. By introducing automation to your quality program, you can now:
- Review up to 100% of your interactions
- Increase supervisor capacity
- Get a fuller data set that can improve compliance and enhance employee training.
Verint Quality Bot uses the power of AI to help you build better evaluation forms faster, automatically review and score 100% of customer interactions, and achieve 100% of compliance coverage.
Unlock Capacity to Achieve Strategic Goals
Augment your agents with AI-powered bots and expand their capacity. Verint Agent Copilot Bots are designed to automate common agent tasks including gathering customer information and the reason for their call, searching for relevant knowledge articles, real-time coaching for effective next-best action, and creating call summaries.
By automating these often-mundane tasks, you can double agent capacity and shift your employees’ focus to projects requiring human expertise. Verint Agent Copilot Bots are already helping organizations achieve their strategic goals by:
- Lowering labor costs
- Enhancing customer and employee experience by freeing up agent time for interaction and support
- Boosting revenue by better supporting agents to upsell and cross-sell products and services.
Tailor your Agent Copilot Bots for your business priorities and start realizing tangible business outcomes now.
Improving the Agent Experience
To improve the agent experience, contact centers need to put AI into the hands of their agents. Explore this eBook to learn 5 ways Verint AI-powered, specialized bots are helping alleviate many of the stressors impacting agent performance and experience while increasing agent capacity.
Once Click Download!Workforce Engagement Customer Success Stories
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Workforce Engagement starts here.
Learn how Verint Workforce Engagement is driving meaningful business outcomes across industries. Contact a Verint representative today.
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