Workforce Management Featured Article
Verint Unveils WFM Industry First
Engaging your call center agents is not an optional undertaking. As we ease further into a time of chatbots, artificial intelligence (AI) and automation, the future of engagement and workforce management in the contact will be illustrated via innovation. And as we’ve discussed in the past, the future of work requires a plan.
Verint Systems unveiled enhancements to Verint’s (News - Alert) Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The newly announced advanced software capabilities empower an organization to automate storyboarding.
The new capabilities enable a firm to plan and design processes visually, create action cards and triggers, and link triggers to allow for easy and automated capture of key events from a team member’s desktop. Verint’s first of its kind solution alleviates the need for tedious manual tasks, supporting the modern hybrid workforce and assists in meeting performance goals, enhance the customer experience and cut costs.
“In today’s complex work environment, employees struggle with navigating a host of applications and the need to find the right answers and follow the right processes,” said Verint’s John Goodson, SVP and general manager of products. “Our new Workforce Engagement enhancements use automation at key points to improve the experience for customer and employee alike. These tools dramatically reduce the effort required for employees to meet customer and company goals and provide today’s employees with the technology capabilities they want.”
Automation in the contact center and back office is a trademark component of the digital age. The workforce is not longer simply skin and bones. The modern, hybrid workforce, bringing human and digital together will defined the years to come. Is your contact center ready?
Edited by Maurice Nagle
