WorkFlex Solutions, a provider of intelligent empowerment solutions for contact centers, and Verint Systems have announced a technical relationship that provides advanced integration between the Verint Enterprise Workforce Management 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 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. Agents can 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. Supervisors can manage agent time-on/time-off eligibility and monitor the status of schedule change requests from anywhere, including a mobile tablet optimized app. Workforce analysts can automate staffing variance analysis, solution identification, agent selection, alerting, and schedule updating.
"Verint is committed to providing our customers with the most advanced workforce management and optimization capabilities available," said Kristyn Emenecker, global vice president of product strategy at Verint, in a statement. "Combining our Enterprise Workforce Management and WorkFlex Intelligent Intraday Automation further extends existing sophisticated scheduling options and increases staff empowerment."
"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," said Mitesh Desai, WorkFlex's chief operations officer, in a statement.