Verint has a WFM solution for any environment that receives high (and low) volumes of interactions at a highly variable rate. This includes both large and small contact centres, back office functions, and branch operations. Furthermore, the product can be procured through both traditional on-premise purchases as well as the cloud. It doesn’t matter which call server you choose. Verint provides the options, and customers decide what’s best for them.

Let’s consider the plight of smaller contact centres. In each of our WFM reports, dating back to 2007, we lamented the limited choices for smaller contact centres. Our research indicated that more than 80% of all contact centres have fewer than 150 agents. Granted, some of these are very small and do not require automation. However, these smaller contact centres also include young fast-growing startups, e-commerce companies, and service businesses that rely on their superior service to compete with their larger, less agile competitors.

It is a promising and attractive market for WFM vendors. With its 2019 acquisition of Monet Software, Verint now has a WFM solution sized and priced to transition smaller contact centres from Excel spreadsheets to automated solutions. As their contact centres become larger and more complex, Verint has developed a migration path to its enterprise-class Verint Workforce Management. 

Now let’s consider the enterprise market. Our research indicates that while less than 10% of contact centres have more than 400 agents, these larger centres account for 50% of total agent employment. Recent enhancements to Verint Workforce Management include a refreshed user interface, leveraging AI techniques when forecasting, and new agent-centric features that appeal to today’s mobile-savvy millennial workforce and the priority they place on work-life balance.  

Finally, Verint stands out for its early and steadfast commitment to the back-office/branch office market. The company has been successfully scheduling back-office and non-phone agents for years, including scheduling for tasks and project work, as well as such non-phone activities as email, chat and social media.  Market research commissioned by Verint ¹ revealed that WFM could be successfully applied to a wide range of occupations that shared characteristics common to contact centre agents. These employees outnumber customer service agents by approximately three to one.

These environments often lack the robust set of metrics common to contact centres. Verint, through prior acquisitions, has developed ways to establish service levels and intelligently schedule employees for many routine functions, such as claims processing and accounts payable.  

In an age where many organizations choose to specialise, Verint has chosen to serve a broad swath of business environments. It’s workforce management for everyone!

¹“Engagement in the Always-on Era: How Humans and Technology Work Hand-in-Hand to Meet Rising Expectations” commissioned by Verint February 2019 in association with Opinium Research LLP.

Dick Bucci

Chief Analyst

Pelorus Associates