Verint® Systems announced innovative automation capabilities that are empowering the fast-growing digital workforce. These powerful new capabilities allow employees to access their work schedules via voice-controlled digital personal assistants and benefit from automation to perform schedule tasks on mobile devices—whenever and wherever they choose.
Today’s workforce expects easy-to-use software with embedded automation and mobile functionality, like what they use in their personal lives. Just as mobile phones and tablets are a way of life for today’s workforce, digital personal assistants—which once were limited to leisure activities, like playing music or ordering pizza—are growing in popularity in the business world.
Enhanced Mobile Capabilities
Workforce Management™ (WFM), a key component in Verint’s industry-leading Workforce Optimization™ (WFO) suite, offers greater automated schedule control through WorkView™, its leading-edge mobile application for employees. Key features include:
- Cross-platform functionality that’s available for both iPhone and Android devices.
- Support for each step of the employee journey—from requesting time off and swapping shifts, to comparing latest performance metrics with group average—and the ability to make every step of the journey easy on the devices employees prefer to use.
- Automated approval of schedule changes, allowing employees to view available shifts and the Verint WFM solution to automatically approve swaps and pick-ups based on pre-defined business rules.
In addition to offering built-in support for open bids, schedule management and shift bid access, the solution fosters employee engagement across channels and functions—such as internal communities, voice of the employee surveys and gamification—allowing employees to manage and improve their performance. Just as these capabilities engage and help employees shape their work life, they also help organizations achieve their business goals.
Artificial Intelligence (AI)-Enabled Schedule Access via Digital Personal Assistants
WFM is key to customer engagement strategies at most organizations and is used by millions of contact center agents and back-office employees involved in workforce planning and scheduling. Verint’s automated Workforce Management, with AI-based user interface capabilities, enables third-party digital personal assistants to communicate the structure of an employee’s work schedule. The result: voice-activated digital assistants can tell the time employees need to be at work on any given day and provide details on work content and break times, creating highly flexible access to work schedules.
“Verint’s automation solutions for WFM—as well as the automation infused throughout our broad solution portfolio—continue to have growing impact on the customer engagement industry, and we’re committed to furthering our leadership and introducing even more next-gen advancements in the areas of machine learning and natural language processing,” says Verint’s John Goodson, GM and SVP of products.