Workforce Management Professional
Enhance your employee and customer experience with superior forecasting and scheduling
Workforce Management for Contact Centers
Verint Workforce Management (WFM) Professional for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize your workforce resources.
Service and contact center efficiency is enhanced when the right numbers of agents (with the necessary skills) are taking care of your customers every hour, every day.
The benefits of Verint WFM Professional include:
- Maximizing revenue and satisfaction
- Increasing service levels
- Achieving better cost management
- Optimizing the utilization of your resources
Scalable Workforce Management features to meet your CX goals
Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements, and average handle time for any time interval of the day, based on historical data from the ACD.
Scheduling: Our advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize agent availability, work rules, skills, holidays, breaks, service levels, and budgets.
Real-Time Adherence: Compares planned agent activity to actual activities throughout the day and forecasts to actual call volumes, handle times, and other key performance indicators.
Exception Planning: Provides an integrated exception calendar to simplify the scheduling of agent exceptions, such as time off and one-time or recurring training meetings.
Additional WFM Professional Features
Intraday Management: Graphically displays agent schedules that can be changed by dragging and dropping breaks, lunches, and other exceptions. Real-time updates can be made to required and assigned agents instantly, and surpluses and shortages are displayed for designated time periods of the day.
Agent/Supervisor Portal: Allows Agents and Supervisors to communicate schedule changes, quickly and easily. Agents can view their schedules, check their adherence, conduct shift swaps, and request time-off all in one place. Supervisors can process agents’ schedule changes and time-off requests, automated time-off management and schedule alerting to help keep your agents in adherence.
Integrations: Verint Professional WFM software integrates with all major CCI and ACD phone systems, allowing the WFM software and CCI/ACD to talk to each other in real time.
Verint WFM Professional Integrations
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Salesforce
Verint WFM Professional for Salesforce provides a unified platform experience that integrates to both the ACD and Salesforce case management system to provide greater visibility around general activities. Key features include:
- Unleashed Potential of Verint Software and Salesforce: Seamless integration with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.
- Unified Agent Experience: Provide a consistent User Interface so that agents don’t have to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time off requests, and real-time alerts.
- Powerful Omnichannel Solution: Easily fuse ACD and Contact Center Infrastructure (CCI) voice channel with Salesforce digital channels to optimize omnichannel support that customers expect.
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.
Salesforce
Verint WFM Professional for Salesforce provides a unified platform experience that integrates to both the ACD and Salesforce case management system to provide greater visibility around general activities. Key features include:
- Unleashed Potential of Verint Software and Salesforce: Seamless integration with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce.
- Unified Agent Experience: Provide a consistent User Interface so that agents don’t have to leave Salesforce to access essential WFM information such as schedules, adherence status, performance status, personal time off requests, and real-time alerts.
- Powerful Omnichannel Solution: Easily fuse ACD and Contact Center Infrastructure (CCI) voice channel with Salesforce digital channels to optimize omnichannel support that customers expect.
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.
