Verint Adds Automation to Workforce Management

Verint Systems has updated its Workforce Management solution with capabilities that allow employees to access their work schedules via voice-controlled digital personal assistants and benefit from automation to perform schedule tasks on mobile devices.

Workforce Management (WFM), a key component in Verint's Workforce Optimization (WFO) suite, offers greater automated schedule control through WorkView, its mobile application for employees. Key features include the following:

  • Cross-platform functionality for iPhone and Android devices;
  • Support for each step of the employee journey, from requesting time off and swapping shifts to comparing latest performance metrics with group averages; and
  • Automated approval of schedule changes, allowing employees to view available shifts and the Verint WFM solution to automatically approve swaps and pick-ups based on pre-defined business rules.

The solution fosters employee engagement across channels and functions, such as internal communities, voice of the employee surveys, and gamification.

Verint's automated Workforce Management with artificial intelligence-based user interface capabilities also enables third-party digital personal assistants to communicate the structure of employees' work schedules. Voice-activated digital assistants can tell the time employees need to be at work on any given day and provide details on work content and break times.

"Verint's automation solutions for WFM, as well as the automation infused throughout our broad solution portfolio, continue to have growing impact on the customer engagement industry, and we're committed to furthering our leadership and introducing even more next-gen advancements in the areas of machine learning and natural language processing," said John Goodson, general manager and senior vice president of products at Verint, in a statement.

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Posted March 16, 2018