What are workforce management solutions?

Workforce management solutions are software programs that allow organizations to plan, manage, and track employee work. Workforce management solutions are sometimes standalone software, while other times they integrate with existing HR management platforms. Employee schedules, preferences, paid time off, and labor needs are taken into consideration to ensure effective planning. Data is collected and used to continuously improve processes and outcomes.

Why is workforce management important?

Workforce management is important because it ensures optimal use of employee time, promotes effective staffing, and delivers the tools necessary for efficient business operations. Organizations can increase productivity and profitability with the right WFM software.

What are the key functions of workforce management?

Workforce management is a collection of internal processes within an enterprise or organization. To foster and maintain a highly productive and efficient workplace, and WFM has several key functions when working properly: Field Service Management Human Resource Management Performance & Training Budgeting Forecasting & Planning Workforce Analytics

Workforce Management Solutions & WFM Software

Get to know the workforce management (WFM) solution with the highest customer satisfaction ratings in the industry. It’s WFM made easy. AI-powered workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.

Real world results from Verint WFM customers

30%
30% reduction in overtime – Guardian Life
90+
Scaled service to 90+ employees in five languages in only two days – 5CA
90%
90% of calls answered within 30 seconds – USANA

Customer Success Stories

It's time to reimagine workforce management

We’ve reimagined how to make WFM software easy to use in an increasingly complex environment. You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers.

We’ve removed the complexity without removing the features you depend on. Our modern, cloud-based interface is optimized to make common tasks easy. The seamless interface supports all the capabilities you need while delivering an enhanced experience. Are you ready for streamlined visualizations that allow workforce managers to see all they need without toggling screens?

Key Workforce Management features

Ensure the right people are scheduled at the right time
Designed to meet ever-changing customer demands in an increasingly complex environment, Verint Workforce Management provides the tools you need so your organization can maintain its focus on meeting customer needs.
Improve both customer and employee experience
Verint Workforce Management helps your organization achieve its goals, giving you the tools you need to provide agents with flexible schedules and meaningful work to improve employee retention.
Give agents increased flexibility and work-life balance
Whether in the office or on the go, Verint Workforce Management mobile apps let agents quickly make, and get approval for, schedule changes, shift swaps, time off, and task and channel switching.
Gain greater insights
Verint Workforce Management Scorecards provide a view into employee efficiency and effectiveness, and can offer insight into areas for improvement.
Capitalize on the benefits of the cloud
Bring the advantages of Verint Open Platform to your workforce management. Enjoy the benefits of worry-free upgrades and rest assured you are always enjoying the latest updates and enhancements.

Verint, a Leader in Workforce Management

Verint maintained its leadership position in contact center workforce management based on DMG Consulting LLC’s 2024 Workforce Management for the Enterprise in the Digital Era.

Verint provides businesses with robust capabilities to balance your costs and customer experience with your employees’ need for work/life balance.

Don't leave WFM out of your CCaaS plans

As you seek to simplify customer interactions across channels with a CCaaS solution, don’t forget the critical capability to accurately forecast and schedule your employees and bots across these channels.

With Verint Open CCaaS Platform, you can leverage advanced AI forecasting techniques to help ensure you always have the right resources on the right channels at the right time You can also give your employees the flexibility they need. Verint Workforce Management’s open architecture and bring your own telephony approach means you can take advantage of these capabilities across all of your existing phone and digital communication channels.

Learn How Commerce Bank Uses Verint WFM

Hire the right candidates with the Verint Interviewing Bot

Verint Platform is powered by specialized bots that help drive CX automation to make your customer engagements smarter and faster. Each bot performs one specific task, and is injected directly into your workflows, putting AI at your agents’ fingertips.

The Verint Interviewing Bot uses AI, proprietary audio models, and predictive analytics to automate the analysis of candidate assessments in minutes vs. hours. It helps recruiters engage with candidates faster, identify the best candidates for the role, and speed the decision-making process

Making workforce management easy. Together.

With workforce management solutions from Verint, you can have flexibility, ease, and empowerment without sacrificing customer experience or operational efficiency.

Fewer clicks to make a schedule
Full-featured cloud deployment
More flex scheduling options
Simpler way to manage work across the enterprise
A single schedule across locations, channels, and telework

Generate increased productivity and satisfaction by employing workforce management tools built to simplify WFM and improve the employee and customer experience.

Read How a Leading Adventure Travel Group Utilizes WFM

Empower agents to make in-the-moment schedule changes

Verint TimeFlex Bot empowers employees to make unlimited schedule changes without manager intervention or negative impact to service levels. Verint’s TimeFlex Bot uses AI and gamification to align the agent’s preferences and impromptu needs with the company’s scheduling and forecasting priorities, resulting in improved employee engagement and work/life balance. Companies deploying CX Automation like the TimeFlex Bot see dramatic results:

Up to a 30% decrease in attrition
Up to a 20% decrease in absenteeism.

Verint TimeFlex Demo English

Access schedules and more 24/7

We get it. Life is more complicated than ever. Now, employees demand more flexibility to balance their busy lives with their work responsibilities.

Our WFM software includes mobile apps for agents and supervisors. Within these, employees can manage their schedules while on the go. Agents are empowered to quickly make schedule adjustments from their devices with automated approval rules. Verint Workforce Management includes:

Time off requests
Task and Channel Switching
Innovative Shift Swaps

Improving the Agent Experience: Ways to Use AI in Your Contact Center Now

A significant challenge contact center agents face today is the lack of scheduling flexibility, which can lead to high attrition rates and burnout.

In our latest eBook, we present practical, AI-powered solutions, including the TimeFlex Bot, that can improve the agent experience, increase scheduling flexibility, and drive immediate business outcomes.

Download the ebook

Improving the agent experience: Ways to Use AI in Your Contact Center Now ebook cover.

The performance insights you need

With Verint Workforce Management Scorecards you’ll gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills, with capabilities such as:

Automatically triggered coaching sessions
Insight into productivity metrics by channel type and comparison to goal
Out-of-the-box workflows for alerting of outlier performance
Automation workflows to update shift and vacation bidding based on performance
Pre-built integrations into multiple 3^rd party sources for external KPIs

Workforce management across the enterprise

Did you know that in the average company, you’ll find more employees in the back office than in the contact center? If you aren’t currently using workforce management software in your back office and branch network, you have a huge blind spot when it comes to efficiently managing your workforce.

Verint offers purpose-built workforce management functionality for back-office operations and branches, such as activity-based scheduling. Scheduling in the back office focuses resources on specific production activities for blocks of time that align with work arrivals, volumes and deadlines. Our workforce management tool enables smarter scheduling.

Read How Navy Federal Credit Union Uses WFM

Verint Workforce Management product screenshot

Capabilities for your back-office and branch

Backlog and Ageing – A WFM system must account for volume and age of work in the backlog to prioritize how resources spend their time. Let a workforce management system efficiently keep track of this information for you.

Robust Labor Modeling and Position Planning – Retail bank branches and distributed service centers must factor in many role types, regional float pools, and roaming specialists who cover multiple locations. The right solutions can handle all of these factors to ensure you plan accurately with all variables in mind.

Learn more about Verint Back-Office Workforce Management

Easily book appointments in retail locations

With Verint Appointment Booking Software, your customers can easily book appointments from any channel, including your website, mobile app, online ads, and social media pages. Simplifying the process of scheduling an appointment can improve a variety of metrics across your retail locations, including:

Foot traffic
Sales
Customer loyalty
Resource allocation
Shop floor productivity

Learn more about Appointment Booking

Verint Appointment Booking product screenshots

Cloud workforce management without compromise

With the cloud-based Verint Workforce Management, you enjoy a more secure, powerful, and reliable experience. Advantages of our cloud offerings include:

New releases without having to pay for upgrade expenses or deal with a hassle of upgrading
Using new features quickly and adding new users when necessary
Reducing the burden on your IT organization – financial and technical
Better security, reliability, and performance
Leveraging a market-leading high availability platform

Verint’s workforce management solutions deliver the same capabilities for cloud and on-premises. Our open, API-first architecture works with any ACD you choose. That means you never have to settle for feature limitations.

Now is the Time to Move to the Cloud. Here's How.

WFM Success Stories

Google Manages Hundreds of Millions of Conversations with Verint
See how Google plans and manages its global workforce with Verint.
Case Study
Alorica reduced business complexity and surfaced valuable customer insights with Verint
Discover how Alorica leverages a full range of Verint Workforce Engagement solutions to support best-in-class customer experience
Case Study
Radial Leverages Open, Best-of-Breed Verint Workforce Management in the Cloud to Increase CX Automation and ROI
Learn why the company moved to the open, best-of-breed Verint Workforce Management in the cloud.
Case Study

Google Manages Hundreds of Millions of Conversations with Verint

See how Google plans and manages its global workforce with Verint.

Case Study

Frequently Asked Questions About Workforce Management

Workforce management, also known as WFM, is an integrated set of tools and processes meant to optimize employee productivity by matching an organization’s labor force with its workload.

Related WFM Tools and Capabilities

5 Critical Steps to Back-Office WFM Success
Watch the webinar to learn how to extend workforce management into the back office to improve efficiencies and optimize...
Webinar

5 Critical Steps to Back-Office WFM Success

Watch the webinar to learn how to extend workforce management into the back office to improve efficiencies and optimize...

Webinar

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Workforce Management Solutions & WFM Software

Real world results from Verint WFM customers

It's time to reimagine workforce management

Key Workforce Management features

Ensure the right people are scheduled at the right time

Improve both customer and employee experience

Give agents increased flexibility and work-life balance

Gain greater insights

Capitalize on the benefits of the cloud

Verint, a Leader in Workforce Management

Don't leave WFM out of your CCaaS plans

Hire the right candidates with the Verint Interviewing Bot

Related Workforce Engagement solutions

Performance Management

Desktop and Process Analytics

Quality Bots

Verint Interviewing Bot

Verint TimeFlex Bot

Total Quality Program

Making workforce management easy. Together.

Empower agents to make in-the-moment schedule changes

Access schedules and more 24/7

Improving the Agent Experience: Ways to Use AI in Your Contact Center Now

The performance insights you need

Workforce management across the enterprise

Capabilities for your back-office and branch

Easily book appointments in retail locations

Cloud workforce management without compromise

WFM Success Stories

Google Manages Hundreds of Millions of Conversations with Verint

Alorica reduced business complexity and surfaced valuable customer insights with Verint

Radial Leverages Open, Best-of-Breed Verint Workforce Management in the Cloud to Increase CX Automation and ROI

Google Manages Hundreds of Millions of Conversations with Verint

Frequently Asked Questions About Workforce Management

What does workforce management mean?

What are workforce management solutions?

Why is workforce management important?

What are the key functions of workforce management?

Related WFM Tools and Capabilities

5 Critical Steps to Back-Office WFM Success

5 Critical Steps to Back-Office WFM Success

Request more information about Workforce Management

Thank You