Wayfair Cost-Effectively Scales Contact Center Workload with Verint

Headquartered in Boston, Massachusetts with global operations, Wayfair is the destination for all things home. The leading home retailer serves upward of 25 million customers a year, with roughly 2,500 agents in service and another 500 agents in sales. Prasanna Chand, Associate Director of Global Service Analytics and Workforce Technology at Wayfair, shares how best-of-breed Verint Workforce Management enabled the organization to diversify its workforce model for a new “layered” staffing approach—enabling it to more cost-effectively scale its contact center workload as needed. As a result, Wayfair has a more seamless scheduling process and more flexible scheduling offerings to help it best address customer expectations and protect customer experience. Further, with the openness of Verint Platform enabling seamless integration capabilities, Chand explains how Wayfair was able to gain a holistic view of agent status across channels.