Workforce Engagement

Verint is the contact center market leader in workforce engagement management. Now we’re extending our leadership with AI-powered bots for faster and stronger outcomes.

Welchen Mehrwert Verint-Kunden mit KI erzielt haben

4 Mio. USD eingespart
A telco company saved $4M and increased supervisor capacity with Verint Quality Bot.
4,5 Mio. USD eingespart
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with the Verint TimeFlex Bot.

Erfolgsgeschichten unserer Kunden

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.

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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 Management solutions are software applications that help contact centers and customer service organizations manage their workforce. These solutions help ensure there are enough highly skilled agents to meet customer demand and deliver a superior customer experience (CX), all while improving the employee experience (EX) and elevating employee engagement.

Previously, as interaction volumes and customer demands increased, contact centers would need to hire more agents, but this is not sustainable in the long term. Verint AI-powered, Workforce Engagement Management solutions automate many of the manual CX workflows, freeing up managers and increasing both manager and agent capacity.

Verint Workforce Engagement Management Solutions

Quality & Compliance
Ensure every interaction is evaluated for quality to elevate CX, reduce risk and increase compliance.
Forecasting & Scheduling
Have the right employees doing the right work at the right time. Find, retain and empower your employees.

Deliver the highest levels of Workforce Engagement, Quality and Compliance

Quality monitoring programs are essential, but manual quality scoring is expensive and ineffective. Applying data analytics to just a sampling of interactions will only identify random, anecdotal issues. You have no way of knowing what’s lurking in your unmonitored interactions.

A best of breed quality management program identifies precise actions needed to elevate performance and compliance across the workforce. With Verint Quality Management and our AI-powered Quality Bot, you can:

Automate the review of up to 100% of your interactions
Supercharge your quality team and supervisors, increasing their capacity
Build a database of agent skills and performance to enhance employee training and drive continuous improvement.

Verint Quality Bot can easily be embedded into your existing, proven quality workflows to drive business outcomes, now.

Fiserv used the Verint Quality Bot to automate their compliance workflows, doing the work of 1,200 quality managers

Discover how Fiserv increased quality monitoring call coverage from 1% to 96% with Verint Quality Bot.

Watch the video!

Watch the video!

Ensure agents are delivering a superior customer experience

Verint Coaching Bot
Enable every agent to perform like your best agent with real-time guidance on next best action, customer sentiment, suggested answers.
Verint Interviewing Bot
Hire candidates that match the characteristics of your most successful agents.

Increase capacity, elevate CX, and improve the employee experience

With Verint Workforce Management solutions you can create more accurate forecasts and capacity plans for even the most complex environments. You can create schedules that ensure you have the right number of employees, with the right skills, at the right time to meet your service and CX goals. Our best of breed solutions help maximize resource utilization and minimize downtime, which can translate into millions of dollars in savings.

You can simultaneously improve the agent experience by giving them the schedule flexibility they crave. The Verint TimeFlex Bot enables employees to self-serve and adjust their schedules without management intervention for a better work/life balance. A bonus is that the AI and business rules built into the TimeFlex Bot result in a higher quality schedule overall. By elevating the employee experience, you can dramatically reduce attrition and absences and improve CX.

See How Verint TimeFlex Bot Works

An Australian Telco reduced attrition and unplanned absences by 24% with Verint TimeFlex Bot

Learn how a leading Australian telecommunications company improved employee experience and retention by enabling agents to autonomously make schedule changes. The TimeFlex Bot also helped the Telco improve scheduling efficiency smooth out their over- and under-staffed intervals.

Lesen Sie den Anwenderbericht

Lesen Sie den Anwenderbericht

Leverage AI to uncover trends and speed processing times

Verint Data Insights Bot
Adding the Verint Data Insights Bot to your WFM delivers purpose-built dashboards for shrinkage, forecast analysis, and more. The bot automatically surfaces trends and anomalies and allows “ask WFM” natural language queries.
Verint Work Allocation Bot
Automate the prioritization and allocation of back-office work with the Verint Work Allocation Bot, part of Verint Operations Manager. Designed for complex, multi-touch, multi-step processes, the bot assigns work to employees with the right skills and proficiency to speed processing times and help meet your SLAs.

Driving AI-Business Outcomes, Now

Keep your existing systems
No matter what your current ecosystem looks like today – on-premise, in the cloud, or a hybrid – you can add bots and functionality without having to rip and replace.
AI at Your Fingertips
Our bots fit seamlessly into your existing workflows and management processes, placing AI at your agents’ and managers’ fingertips.
Start at Your Own Pace
You can pick and choose the bots or solutions to automate the CX workflows that are most important to you. Start small with one bot and grow from there.

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.

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