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description=Verint WEM optimizes contact center workforce efficiency with AI-powered forecasting, scheduling, performance management, and employee engagement tools.;

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project drive workforce excellence align resources for real time workforce management increase cx automation drive roi with specialized bots my industry is banking insurance public sector retail telecommunications customers customer resources customer support live product support and self service options verint connect customer portal community verint academy education and training to enhance your journey calabrio success center expert resources community hub why verint case studies explore the powerful outcomes and innovative solutions made possible with verint reviews trusted by customers approved by analysts customer commitment we want customers for life always services support overview delivering value beyond the platform roi center resources case studies neo bpo reduces absenteeism and turnover with verint interviewing bot msc expands quality analyst team capacity with verint quality bot capitec bank reduces manager scheduling time from four hours to 15 minutes per week view all case studies resources blog analyst reports ebooks whitepapers guides view all resources events amer events emea events apac events view all events partners about our partners partner overview become a partner find a partner verint connect partner portal community partner case studies five9 helps customers transform customer engagement group elite facilitates change and modernization connex improves the call center back office and branch view all case studies company our company overview news insights leadership careers legal corporate governance partners corporate responsibility recent press news north and latin american partners honored at engage 2026 for driving ai business outcomes the missing variable in every ai business case your customer view more verint in france read more contact sales login support language get a demo close home workforce engagement 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 get a demo contact sales saved 4 5m an insurer reduced attrition by 30 by providing agents unlimited scheduling flexibility with the verint timeflex bot customer success stories ai powered business outcomes with workforce engagement management software 30 reduction in attrition a multi national insurance company decreased attrition by 30 and reduced absenteeism by 23 and achieved a 17x return on investment with verint timeflex bot read the case study 20 increase in capacity stanley 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 read the case study 3 increase in csat wix 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 read the case study what is workforce engagement management empower agents maximize performance workforce engagement management software wem solutions verint ai powered workforce engagement management 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 what is included in workforce engagement management 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 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 learn more 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 learn more workforce intelligence embed ai powered capabilities for intraday optimization schedule change automation predictive insights and more into your existing verint or calabrio wfm solution learn more performance management give employees and managers visibility into performance to drive better service and greater job satisfaction integrate with wfm qm and coaching workflows as well as other source systems to create robust role based performance scorecards and dashboards learn more verint mobile apps give employees access to their schedules and performance metrics 24 7 from anywhere with mobile access learn more verint timeflex bot empower agents to make unlimited schedule changes while balancing the needs of the business and your customers learn more verint interviewing bot hire candidates that match the characteristics of your most successful agents learn more verint a market leader in workforce engagement management verint maintained its leadership position in contact center workforce engagement management wem based on dmg consulting llc s 2023 2024 enterprise workforce engagement management product and market report verint achieved perfect scores of 5 0 out of 5 0 in all 10 categories for wem software product feature satisfaction and excelled in all seven of its evaluated wem module satisfaction categories check out the news featured case studies calabrio helps wix cut admin scheduling time by 40 improving adherence and shrinkage across shifts wix cuts time spent on agent scheduling by 40 with calabrio improving adherence and shrinkage across shifts for 1 400 case study ge appliances modernizes its contact center with calabrio wfm and amazon connect appliance support tends to be seasonal in nature making contact center forecasting and scheduling a challenging opportunity without a case study paychex immediately improves contact center efficiencies across the board using the calabrio one platform paychex has optimized its contact center scheduling and intraday forecasting read the case study case study increase capacity elevate cx and improve the employee experience the verint timeflex bot gives agents self serve capabilities to make unlimited schedule changes agents can adjust their schedules to create the work life balance they need without manager approvals the timeflex bot s proprietary model ensures that the overall schedule quality is maintained without the need for manual reviews timeflex enables contact centers to meet the schedule flexibility needs of their people companies deploying the timeflex bot see dramatic decreases in attrition and absenteeism and a substantial roi see how verint timeflex bot works this is a carousel with slides that do not auto rotate use the next and previous buttons to navigate empowering our employees to manage their own schedules with timeflex bot creates a win win situation for everyone our employees are more satisfied as a result they stay with the company and provide better customer service plus higher retention means lower costs for the company which we can then pass onto our clients skye jacometti wfm governance committee chairperson serco asia pacific community services the timeflex bot is an amazing tool i give my deepest thanks to whomever was in charge of bringing this to us because it has allowed us to have greater flexibility with our life contact center agent large bpo through our recent engagement survey people started to highlight their willingness to stay with the company because of what timeflex can offer them from a flexibility perspective head of workforce optimization member services company prior to the timeflex bot i was absent from work a lot the bot has empowered me to take control of my work time and i m no longer torn between being there for my family or our customers contact center agent ecommerce technology provider driving ai business outcomes now 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 learn more cx ex scoring bot automate experience scoring and get real time insights on both customer and employee experience learn more 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 learn more featured resources serco customer testimonial listen to this customer testimonial from serco to learn how they were able to see significant savings across all of their interactions with their customers with verint bots case study verint workforce management wfm made easy watch this video to learn about how verint wfm simplifies and automates forecasting and scheduling to help you meet product video the perception gap scheduling flexibility in contact centers check out this report to learn about the perception gap between contact center leaders and agents as to what white paper frequently asked questions what is workforce engagement management workforce engagement management is a suite of solutions designed to maximize the value of employees by ensuring you have enough people with the right skills at the right time to meet customer demand and deliver on your cx and service goals the solutions also provide employees with self serve capabilities to manage their schedules and performance to enhance employee engagement and experience and increase the retention of your best talent how does wem software improve contact center performance wem software accurately forecasts customer demand across channels interaction types and functions so you have enough people to quickly respond to customer inquiries when and where they interact providing fast and accurate service improves cx increases customer loyalty and retention the solutions maximize employee utilization minimizing overtime and reducing costs wem software solutions also provide employees with the flexibility they need to balance work and life and the performance transparency they want to continually improve and achieve their performance goals this increases employee skills ex and retention what is the difference between wfm and wem workforce management wfm software provides forecasting planning and scheduling capabilities wem software includes forecasting planning and scheduling but also provides performance management capabilities and rich data insights that identify trends and coaching opportunities to continually improve agent skills and performance verint cx automation platform integrates both wfm and quality automation to create a broad suite of solutions for optimizing employee performance how does ai improve forecasting accuracy verint workforce management uses ai to analyze not just historical volumes work types and handle times including asynchronous work across channels chat voice email sms etc it also analyzes external events and other data that impacts volumes and staffing in the contact center and across functions including the back office verint wfm automatically compares the conditions with similar scenarios to select the forecasting model that best matches the parameters to increase forecasting accuracy how does ai improve scheduling flexibility and efficiency using ai and advanced algorithms verint wfm automatically optimizes employee schedules to meet customer demand and employee scheduling preferences the solution automatically ensures labor laws are adhered to for employee type location and role verint s timeflex bot empowers the employee to make unlimited schedule changes without impacting service levels and without manager intervention schedule efficiency and quality are protected with the bot s advanced algorithms often creating a better schedule than originally published how does verint wem support employee engagement and reduce employee attrition verint wem and the timeflex bot give employees self serve scheduling capabilities enabling them to make unlimited schedule changes to adjust schedules in the moment as life happens agents are no longer torn between work and home obligations this reduces unplanned absences and increases employee retention 24 7 access to real time performance metrics through the myverint mobile app also gives employees the transparency they desire enabling them to proactively address missed kpis and ensure they are meeting their performance goals the mobile app also lets them easily perform shift swaps and receive real time notifications for voluntary time off or overtime all these wem software capabilities contribute to an improved ex and reduced attrition and absenteeism is calabrio workforce management still available verint and calabrio have merged into one company to automate cx workflows and deliver measurable business outcomes together verint and calabrio create the world s deepest wfm ai brain trust built on the largest contact center data set in the industry calabrio workforce management and calabrio workforce intelligence are now part of verint s workforce engagement solution set and brands can choose to automate their contact center workforce management and elevate customer experiences with the solution that s right for their b...