Workforce Engagement

Verint’s AI-powered Forecasting and Scheduling solutions let you optimize your staffing across all engagement channels, as well as your back office and branch locations.

Discover the future of work where you can:

• Schedule work for bots as well as humans
• Support the new work-from-anywhere paradigm
• Allow employees to pick up shifts or request time off
• Maximize scheduling flexibility for gig workers
• Digitize and automate elements of the hiring process
• Manage your back office and branch workers together

Today’s agents must answer complex questions, follow detailed procedures, watch for fraud, and aim for efficiency. All while maintaining empathy with the customer. With so much to remember, real-time assistance is essential.

Verint Real-Time Work solutions listen to contact center interactions in real-time so you can identify significant events based on the words spoken, acoustic cues, or application usage. Agents are notified in real-time with advice such as:

• Reminders to use empathy
• Appropriate policies and procedures
• Contextual knowledge articles
• Cues to prevent long holds or interruptions

It’s an old message that’s ready for a makeover. Verint Quality and Compliance solutions offer the next generation of Quality Management, with capabilities such as:

• Automating the end-to-end quality process, from scoring to assigning coaching
• Assessing the quality of all human interactions across digital and voice channels,
• Assessing the quality and compliance of bot interactions in self-service channels
• Providing real-time assistance to improve productivity and compliance
• Freeing up supervisory resources from monitoring activities to focus on coaching and improvement

With traditional quality programs, most organizations screen less than 3% of human interactions and none of their bot interactions. With Verint, you can track common compliance risks on 100% of interactions out of the box.

What are your customers looking for? What issues are they having? Verint Interaction Insights solutions help you to understand the issues and answer these questions.

Rated the #1 solution for customer satisfaction, our cutting-edge AI-powered transcription engine produces best-in-class comprehension accuracy for higher and faster ROI.

But we don’t stop there. As more customer conversations occur in digital channels, you can also analyze conversations across text-based channels and desktop activities as well.