Overview

Verint Workforce Management for Talkdesk is a powerful solution designed to enhance operational efficiency and improve the agent experience in contact centers. This integrated platform simplifies workforce management by providing advanced scheduling, forecasting, and performance reporting capabilities. As part of the Talkdesk CX Cloud, Verint Workforce Management enables organizations to streamline their workforce operations, ensuring that the right agents are available at the right times. It supports scalability for large teams, making it suitable for enterprises with over 10,000 agents.

Features

• Automated Agent Controls: Supervisors can automate agent requests such as time off, shift changes, and overtime, improving response times and efficiency.
• Advanced Adherence Tools: Features like adherence tolerances and personal adherence views help agents stay on track with their schedules.
• Elevated Scheduling: The platform allows for better management of agent preferences and fairness in assignments, optimizing scheduling against various commitments.
• AI-Powered Forecasting: Leverages advanced AI techniques to predict staffing needs accurately across multiple channels.
• Built for Scale: Designed to manage large workforces effectively with bulk management features that enhance usability.
• Future-Proof Planning: Offers what-if scenarios for strategic planning, helping organizations prepare for future workforce needs.
• Deep Performance Reporting: Provides insights into employee performance and areas for improvement.
• On-the-Go Flexibility: A mobile app empowers agents and supervisors to manage schedules from anywhere.

Benefits

• Enhances operational efficiency by ensuring optimal staffing levels.
• Improves agent experience through automated processes and flexible scheduling options.
• Increases customer satisfaction by aligning workforce capabilities with demand.
• Supports strategic planning with data-driven insights.