Verint Launches Mid-Market WFO


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Verint Systems today launched its workforce optimization offerings for businesses with small and midsized contact centers. Available either in the cloud or on-premises, the mid-market offerings include capabilities across Verint Workforce Optimization solutions.

Through its mid-market solutions for workforce optimization (WFO), quality management (QM), and workforce management (WFM), Verint's software and services packaged solutions include fully-unified WFO software, a single user interface, and unique business process workflows. In addition, other Verint solutions, such as Analytics-Driven Quality, Speech Analytics, Desktop and Process Analytics, and Knowledge Management, can be added and licensed by individual product.

The Verint mid-market solutions integrate with all leading automatic call distributors (ACDs). They also include robust functionality, an intuitive interface and streamlined navigation.

Solution packages include the following:

  • Verint Quality Management, which helps contact centers move away from random call sampling by selecting and evaluating large numbers of interactions across business channels based on business drivers and relevance, employee performance, and customer input;
  • Verint Workforce Management, a web-enabled solution for staff forecasting and scheduling; and
  • Verint Workforce Optimization, using QM, WFM, performance management and elearning capabilities for staff scheduling, capture and analysis of customer interactions, managing and measuring employee performance against goals, and tdelivering targeted learning and development for skill enhancement and employee development.

"Verint continues to advance its commitment to organizations with contact centers of all sizes and is uniquely positioned for the growth opportunity in the mid-market through our extensive partner network and cloud-based, ACD-neutral packaged solutions," said Nancy Treaster, senior vice president and general manager of strategic operations at Verint, in a statement. "Strong reseller relationships are an integral part of our strategy for growth, and we recognize that our partnerships are a critical path to key end users in both geographic and vertical markets."