Skip to main content
Products
Verint logo new

Verint Impact 360 Workforce Management

Plan, schedule and forecast the agents you need to deliver outstanding customer service.

Verint's Impact 360 workforce management suite (or Impact 360 for short) is an automated, unified, enterprise-wide workforce management solution that helps you plan, forecast, and schedule employees to match workload across customer-serving departments.

It provides accurate forecasting for intra-day, daily and long-term workload.

Simplify complex tasks and produce optimal schedules by taking into account individual skills, proficiencies and preferences and ensure that agent skills are matched to customer need. 

Verint Workforce Management provides holistic visibility into and manageability of the work, people, and processes across customer touch points.

  • Work: Manage work of different types – single step, single step to multiple people, multi-step – with different service level expectations.
  • People: Manage availability of people in different locations along with their skills, proficiencies and preferences and work rules.
  • Processes: Gain visibility into how work is being done and the status of work items.

 

Reduce effort, improve processes and empower today’s workforce with Verint Enterprise Workforce Management

 

  • REDUCE OVERSTAFFING – effectively balance workload across front and back office
     
  • ACHIEVE CONTACT CENTRE EFFICIENCY – reduce shrinkage and automate time consuming tasks
     
  • IMPROVE CUSTOMER SERVICE – better match agent skills to specific customer queries
     
  • MAKE TIME FOR AGENT COACHING – use forecasting to identify quiet periods for targeted coaching
     
  • INCREASE AGENT JOB SATISFACTION – provide more flexible shifts to better suit agent work life balance needs
     
  • MAINTAIN SERVICE LEVELS - schedule meetings and training sessions during quiet times without impacting service levels

    IS THIS THE PRODUCT FOR YOU? 
    If not try browsing our full list of Workforce Management software solutions