WorkFlex Solutions, LLC, an industry leader in intelligent empowerment solutions for contact centers, and Verint® Systems, Inc. today announced a technical relationship that provides advanced integration between the Verint Enterprise Workforce Management™ (WFM) and WorkFlex Intelligent Intraday Automation® solutions.
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.”
About Verint Systems, Inc.
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries including over 80 percent of the Fortune 100 count on intelligence from Verint solutions to make more informed, effective and timely decisions.
About WorkFlex Solutions
WorkFlex Solutions, LLC (workflexsolutions.com) is the industry leader in intelligent empowerment solutions for contact centers. Our award-winning Intelligent Intraday Automation® technology maximizes agent scheduling flexibility, optimizes intraday performance and reduces workforce administration overhead. Designed to easily integrate with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, WorkFlex enables clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex deployments span multiple industry sectors including financial services, communications, healthcare, automotive, cable/sat and government.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2016, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2016, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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