Verint Workforce Management
Accurately forecast, plan for and schedule resources for enterprises that need deeper structural, governance, regional labor laws, diverse operational needs, and advanced employee flexibility.
AI-Powered Workforce Engagement Management Software for Contact Centers
The right employees, the right place, the right time
Forecast with confidence. Plan and schedule with flexibility and precision. Drive performance and engagement with real-time visibility into the metrics that matter. All from the industry’s leading, AI-powered workforce engagement software solutions.
SAVED
$4.5M
An insurer reduced attrition by 30% by providing agents unlimited scheduling flexibility with the Verint TimeFlex Bot.
30% Reduction in Attrition
Read the Case StudyA multi-national insurance company decreased attrition by 30%, and reduced absenteeism by 23% and achieved a 17x return on investment with Verint TimeFlex Bot.
20% Increase in capacity
Read the Case StudyStanley Black & Decker Outdoor increased contact center capacity by 20% without adding headcount, and expanded agent training and coaching by 250%, with Verint Workforce Management and Performance Management.
3% Increase in CSAT
Read the Case StudyWix drastically cut time spent scheduling agents, drove 15% higher adherence and 10% greater scheduling accuracy, resulting in a 3% boost in CSAT with Calabrio Workforce Management.
What is Workforce Engagement Management?
Empower agents. Maximize performance.
Workforce Engagement Management software (WEM) solutions
Workforce Engagement Management software (WEM) solutions are applications that help contact centers and customer service organizations manage their workforce. These solutions help ensure there are enough highly skilled agents to meet customer demand and deliver a superior customer experience (CX), all while improving the employee performance, experience (EX) and engagement.
Verint AI-Powered Workforce Engagement Management
Verint AI-Powered Workforce Engagement Management solutions automate many administrative workflows, giving agents the “self-serve” capabilities they desire for schedule requests and performance insights. Automated approvals free up managers to focus more on coaching and strategic planning. These solutions increase both manager and agent capacity and deliver a more rewarding work experience.
WEM software once covered WFM, Quality, and Performance Management. Quality has since emerged as its own category, Quality Automation, so here we’ll focus on WFM and Performance Management.
Calabrio Workforce Management
Speed deployment of robust, AI-powered WFM capabilities designed for the inbound contact centers looking for ease of use and the ability to balance the needs of the organization and the employee experience.
Workforce Intelligence
Embed AI-powered capabilities for intraday optimization, schedule change automation, predictive insights and more into your existing Verint or Calabrio WFM solution.
Performance Management
Give employees and managers real-time visibility with role-based performance scorecards and dashboards that integrate with WFM, QM, and coaching workflows to drive better performance.
Verint Mobile Apps
Give employees access to their schedules and performance metrics 24/7 from anywhere with mobile access.
Verint TimeFlex Bot
Empower agents to make unlimited schedule changes while balancing the needs of the business and your customers.
Verint Interviewing Bot
Hire candidates that match the characteristics of your most successful agents.
Featured case studies
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Keep your existing systems
No matter what your current ecosystem looks like today – on-premise, in the cloud, or a hybrid – you can add bots and functionality without having to rip and replace.
AI at Your Fingertips
Our bots fit seamlessly into your existing workflows and management processes, placing AI at your agents’ and managers’ fingertips.
Start at Your Own Pace
You can pick and choose the bots or solutions to automate the CX workflows that are most important to you. Start small with one bot and grow from there.
Other CX Automation solutions that enhance Workforce Engagement Management
Coaching Bot
Elevate agent performance and improve customer satisfaction by offering real-time guidance and next best actions.
CX/EX Scoring Bot
Automate experience scoring and get real-time insights on both customer and employee experience.
Automate CX Workflows for Stronger, Faster, Measurable Outcomes
The Verint CX Automation Platform helps contact centers automate CX workflows and deliver measurable outcomes – fast. Built to run on your existing infrastructure, it integrates with any CCaaS, CRM, or AI model, eliminating rip‑and‑replace and accelerating time to value.
Powered by a shared CX Data Hub and Verint Da Vinci™ AI, the platform learns from every interaction to drive smarter automation across self‑service, agent support, analytics, quality, and workforce engagement.
