Verint Strengthens its Foothold in Workforce Management Solutions

By CIOReview | Friday, April 1, 2016
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MELVILLE, NY: Verint Systems has released the report involving the ongoing momentum about their Workforce Management (WFM) solution. This solution is an essential part of Workforce Optimization (WFO) suite of the company and also widens the portfolio of Customer Engagement Optimization. All of the global firms pursue the scheduling and forecasting, along with the strategic planning as their goals and the solutions by Verint are fully applicable for completing their goals of workforce management.

“WFM solutions remain the most important productivity tools in contact centers. Increasingly, they are also being used to improve staff engagement and to enhance the customer experience,” says Donna Fluss, President, DMG Consulting.

The Enterprise Workforce Management solution of Verint assists organizations in fulfilling the service level goals in an efficient manner across the email, chat, outbound and inbound phones and social media channels. After implementing the WFM solution, customers are able to get a deeper insight of the employee performance and the way by which the company goals will be fulfilled.

“Enterprise dynamics are changing as executives search for ways to improve the customer journey,” says Donna Fluss, President, DMG Consulting. “Front- and back-office operating departments are starting to come together, or, at least, do a better job of supporting each other, which is creating the need for enterprise WFM. Additionally, the desire to better utilize a large number of back-office workers is driving interest in applying WFM to these operating departments.”

Organizations are constantly implementing Verint Enterprise Workforce Management solution for performance optimization of their whole population of employees. Some of the companies extended their partnership with WFM solution to encompass scheduling and forecasting. Other sectors where the Verint WFM solution is implemented are travel, financial services, communications and insurance.