WorkFlex Solutions and Verint Announce Technology Relationship

PRESS RELEASE: WorkFlex Solutions LLC, an industry leader in intelligent empowerment solutions for contact centers, and Verint® announced a technical relationship that provides advanced integration between the Verint Enterprise Workforce Management™ (WFM) and WorkFlex Intelligent Intraday Automation® solutions.

Contact Centre CLUB

Verint Enterprise Workforce Management is part of the company’s broader Customer Engagement Optimization™ portfolio and available in cloud and on-premises deployment models. The solution enables organizations to efficiently plan, forecast and schedule employees to meet service level goals in the contact center and other parts of the enterprise that help shape the customer experience, as well as gain holistic visibility into and manageability of the work, people and processes across customer touchpoints. Solution functionality includes intraday management, adherence management and employee empowerment capabilities that feed work schedule preferences, automated time-off requests and shift swaps. The software also is available in a mobile format.

WorkFlex products are based on patented Intelligent Intraday Automation technology that enhances work-life empowerment for agents, team-effectiveness empowerment for supervisors and staffing-agility empowerment for workforce administrators. Enhanced agent empowerment capabilities include the ability to preview and select pre-approved time on, time off, flex time and shift trades with instant confirmation from anywhere, including via native apps for Apple® and Android® mobile devices. Enhanced supervisor empowerment capabilities provide the ability to manage agent time-on/time-off eligibility and monitor the status of schedule change requests from anywhere, including a mobile tablet optimized app. Enhanced workforce analyst empowerment capabilities include automated staffing variance analysis, solution identification, agent selection, alerting and schedule updating.

The WorkFlex and Verint integration enables today’s centers to more easily deploy the combined solution and realize the benefits of improved agent satisfaction, performance and utilization, as well as reduce intraday management burden for supervisors and analysts.

“Verint is committed to providing our customers with the most advanced workforce management and optimization capabilities available,” says Kristyn Emenecker, global vice president of product strategy, Verint. “Combining our Enterprise Workforce Management and WorkFlex Intelligent Intraday Automation further extends existing sophisticated scheduling options and increases staff empowerment.”

Adds Mitesh Desai, WorkFlex COO, “This advanced integration makes it easy for Verint customers around the world to leverage our industry-unique intelligent empowerment technology and to deploy WorkFlex SaaS products at any agent count with minimal operational disruption.”