Verint Enterprise Workforce Optimization (WFO)

Achieve service level, increase productivity, lower cost and balance employee flexibility with Enterprise Workforce Management

Workforce Optimization to increase productivity

As customer expectations evolve, so must the approach that your organisation takes to deliver service. With interactions taking place across various communications channels and organizational touch points, it no longer makes sense to manage service delivery in functional silos. You need an enterprise approach to customer service, with the ability to manage the employees who are part of the service delivery process, regardless of their department or functional area.

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Verint In Your Business Areas

Verint Workforce Optimization offers organisations a comprehensive way to capture, evaluate, manage and analyse omnichannel customer interactions. This enterprise solution is a broad set of unified software and services that can enable you to capture interactions and manage performance of your employees either across your enterprise, or in targeted areas of your business, including:

Back-office operations

Branch operations

Contact centres

Financial trading rooms

Verint Features

Verint Workforce Optimization comprises a suite of unified solutions with a single user interface and unique business process workflows available right out of the box. This can help you quickly gain access to information for faster decision making. Other advantages include simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced total cost of ownership. Verint Workforce Optimization includes proven solutions such as:

Recording

Quality Management

Enterprise Workforce Management

Performance Management (including eLearning, Gamification and Coaching)

Desktop and Process Analytics

Robotic Process Automation

Verint Mobile Apps

To accommodate the preferences of today’s workforce, Verint also offers mobile apps that offer employees anytime, anywhere access to frequently used functions, such as schedule and request management.