Verint Reimagines Cloud Workforce Management
Melville, NY, USA, Nov 18, 2019 - Effectively managing today’s workforce is crucial for improving customer experience, operational efficiency, and compliance. Yet currently, rising expectations of both customers and employees have made forecasting and scheduling contact center agents and customer engagement resources exponentially more challenging.
To give companies a simpler way to manage work across the enterprise, Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, announced the newest release of its Workforce Management™ (WFM) solution, which leverages artificial intelligence-infused automation and new mobile tools to streamline forecasting and scheduling and improve employee engagement, all easily accessible via the Verint Cloud.
"The workforce represents up to 80 percent of overall contact center budgets so accurate and cost-effective scheduling is vital," says Verint’s John Goodson, SVP and general manager, Products. "At the same time, today’s employees demand easier flex scheduling options, so organizations must balance flexibility and cost to provide superior service. As a pioneer in WFM, we view this new release as one that can invigorate the market to meet the ever-changing demands of today’s contact centers and throughout the enterprise."
"Employee engagement and retaining talent are major concerns for today’s contact centers," said Paul Stockford, Chief Analyst, Saddletree Research. Research with the NACC, chaired by Stockford, notes that employee engagement is important to 92 percent of the industry. "This sentiment, along with generational preferences, remote workers, gig workers, and multichannel customer service staffing complexities are driving the trending WFM technology refresh. Whether in the cloud or on premises, this Verint WFM release embodies the capabilities needed today to meet the evolving needs of the future."
"Our agents work from home, they have obviously busy lives, and they want to be able to balance their work with their life. So the ability to get time off whenever they need it, or the ability to swap a shift with another agent is huge for us. And we use Verint to automate that effort," said Joel White, Forecasting Manager, U-Haul International.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Wednesday, November 20, 2019
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