Workforce Management Professional
Enhance your employee and customer experience with superior forecasting and scheduling
Workforce Management for Contact Centers
Scalable Workforce Management features to meet your CX goals
Additional WFM Professional Features
Verint WFM Professional Integrations
Salesforce
Zendesk
Amazon Connect
Salesforce
Zendesk
With Zendesk Integration, both voice and digital channels can now be optimized in a true omnichannel environment. The call center workforce management solution enables businesses to forecast omnichannel demand and created optimized omnichannel scheduling. Key features include:
- Omnichannel Data Collection: Omnichannel data collection from Zendesk and from various ACD/Contact Center Infrastructure providers.
- Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements, and average handle time.
- Scheduling: Advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors.
- Real-Time Adherence: View scheduled activity compared to actual activity to effectively manage and monitor your staffing.
- Intra-Day Management: Manage your plan by tracking the call center operation in real time and easily modify agent requirements and adjust staffing as needed.
- Agent/Supervisor Portal: Allows Agents and Supervisors to communicate schedule changes, quickly and easily.
Amazon Connect
Verint’s cloud-based call center solution for Amazon Connect delivers value to your entire contact center operation, helping improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.
This integration is available for customers with various call center size across all industries and across all geographies. Verint software runs on AWS and is a technology partner of the AWS Partner Network. Key differentiators include:
- A true AWS Cloud Solution: Verint Monet WFM was designed from the ground up to run on multiple AWS availability zones and adhere to best practices from AWS for the highest level of security and availability.
- Native integration to Amazon Connect: Verint has been developing out of the box integrations for many years and is committed to continuous innovation in our cloud AWS offering to enable businesses to elevate their customer experience.
- Affordability: The solution is cost efficient and delivers faster ROI.
