WORKFORCE ENGAGEMENT MANAGEMENT | VERINT WORKFORCE MANAGEMENT
Verint® Workforce Management for Talkdesk.
Improve operational efficiency and ultimately, the agent experience, with scalable, automated, and advanced workforce management capabilities.
Verint Workforce Management for Talkdesk features.
Automated agent controls
Support supervisors with automated handling of agent requests, including trades, time off, overtime, shift changes, and flex time.
Advanced adherence tools
Deliver advanced adherence management features, including tolerances, exception authorization, and personal adherence views for agents.
Elevated scheduling
Better manage agent preferences, assignment fairness, and monthly schedules, while optimizing against meetings, classes, projects, and outbound dialer campaigns.
AI-powered forecasting
Leverage advanced AI forecasting techniques to ensure the right resources are available on the right channels at the right time.
Built for scale
With a platform that scales to support to more than 10,000 agents, powerful bulk management features offer usability at scale.
Future-proof planning
Prepare for what’s ahead with what-if scenarios, including long-term strategic projections and hiring plans.
Deep performance reporting
Gain insight into what employees are doing, how effectively they’re performing, and where they need to sharpen their skills.
On-the-go flexibility
Empower agents and supervisors to manage their schedules from anywhere with the Verint Workforce Management mobile app.
Powerful workforce management software to optimize agent and customer experiences.
Ensure the right work gets done at the right time with Verint® Workforce Management™ for Talkdesk. Deeply integrated into Talkdesk CX Cloud™, simplify forecasting, streamline scheduling, and better manage workforce needs. In addition to core workforce management features, complex contact centers have access to powerful capabilities including enterprise-grade scale, automation, and advanced management and scheduling.
Enterprise-grade scale and automation.
Manage large and complex workforces with bulk management features, what-if scenarios, and automated agent request responses, such as shift trades, time off, overtime, shift changes, and flex time.
Advanced management and scheduling.
Robust adherence and scheduling features including adherence tolerances, exception authorization, and an agent personal adherence view enable supervisors to effectively optimize and manage.
Efficient agent administration.
Close integration between Talkdesk and Verint and data syncing provide continuous alignment of interaction data, agent status/adherence, agent performance, and administrative changes.
Designed for a flexible workforce.
Mobile apps for agents and supervisors empower teams to manage schedules on the go. Teams can submit, automate, and approve time off requests, task and channel switching, and shift swaps, to meet the needs of today’s flexible workforces.
Simplify workforce management across the enterprise.
With Verint Workforce Management for Talkdesk, empower teams with flexibility and ease across the enterprise. Create schedules with fewer clicks and deliver a single schedule across locations, channels, and telework to simplify WFM and improve both the employee and customer experience.
