Verint Upgrades WFM Solution with AI and Automation

Verint (News - Alert) Systems has upgraded its Workforce Management (WFM) solution, including AI-infused automation and new mobile tools to streamline the forecasting and scheduling process. The updated WFM offering is designed to improve employee engagement and is accessible through the Verint Cloud.

Verint’s new WFM release has been redesigned to provide an intuitive user experience, including fewer clicks and screens. The offering streamlines the scheduling process and simplifies management tasks, reducing time and effort for managers. Features include factoring in workers’ sick and overtime usage, their unique skills and multilingual capabilities, SLAs, specific employment requirements and time zone variations.

“The workforce represents up to 80 percent of overall contact center budgets so accurate and cost-effective scheduling is vital,” said John Goodson, SVP and general manager, products, at Verint. “At the same time, today’s employees demand easier flex scheduling options, so organizations must balance flexibility and cost to provide superior service.”

The new features are designed to empower organizations with support for fast, agile scheduling. They are also geared toward balancing worker flexibility with customers’ demands for high levels of service. The addition of AI and automation streamlines decision-making and improves the accuracy of forecasting by accounting for a wide variety of data points and variances. The enhanced mobile app capabilities let agents quickly and easily swap shifts or make other scheduling changes. Supervisors then receive change requests and can use the app to quickly approve or deny them.

The enhanced offering may be easily scaled through the Verint Cloud. It may also be deployed on-premises with all the upgraded features and functionality, offering businesses a single WFM platform that easily integrates with contact center solutions and other data sources.

U-Haul is already using Verint WFM and has benefitted from the results. The company has improved productivity for U-Haul managers and agents, including providing automatic approvals for 16,000 requests for time off and 36,000 shift swap requests over the past year. Those processes previously would have required 30 to 40 full-time employees to manage manually.

“Our agents work from home, they have obviously busy lives, and they want to be able to balance their work with their life,” said Joel White, forecasting manager at U-Haul International. “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.”

To provide more information about how AI and automation are benefitting small business owners throughout a variety of vertical markets, don’t miss the Future of Work Expo in Fort Lauderdale, Florida February 12-14, 2020.  The event, part of the TechSuperShow, , will explore how AI, machine learning, and automation are being used throughout a host of vertical markets and are rapidly shaping the future workplace.

Edited by Erik Linask

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