Packaged Workforce Optimization Solutions For Mid-Sized Contact Centers

Company’s proven, flexible WFO solutions available to mid-market contact centers in the cloud or on-premises mid-market solution packages available through extensive channel partner network


Verint® Systems Inc. has recently announced the availability of its workforce optimization offerings for businesses with small and medium-sized contact center operations. Available either in the cloud or on-premises, the mid-market offerings include best-of-breed capabilities across Verint Workforce Optimization solutions.

Through its mid-market solutions for Workforce Optimization (WFO), Quality Management(QM) and Workforce Management (WFM), Verint makes key, award-winning functionality readily available to mid-market contact centers at attractive price points. These powerful, easy-to-use software and services packaged solutions include fully-unified WFO software, a single user interface, and unique business process workflows right out-of-the-box. 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.

Designed to help ensure simplified, rapid deployment, the Verint mid-market solutions integrate with all leading automatic call distributors (ACDs), providing channel partners with maximum flexibility and giving organizations even more options and choice of integrated platforms. Leveraging these solutions, businesses can gain greater insight and achieve better outcomes for enhancing customer interactions and experiences, heightening engagement, improving processes, optimizing workforce performance and managing costs.

Mid-market solution packages

Verint mid-market solutions include robust functionality, an intuitive interface and streamlined navigation to drive maximum uptake and usage and help ensure a lower total cost of ownership. Solution packages include:

  • Verint Quality Management helps contact centers move away from random call sampling by efficiently selecting and evaluating large numbers of interactions across business channels based on business drivers and relevance, employee performance and customer input.
  • Verint Workforce Management provides an easy-to-use, web-enabled solution that simplifies the complex task of staff forecasting and scheduling, without the expense and administrative burden of thick-client solutions.
  • Verint Workforce Optimization allows organizations to enhance business performance and the customer experience using QM, WFM, performance management and e-learning capabilities to enable effective staff scheduling, the capture and analysis of customer interactions, the ability to manage and measure employee performance against goals, and the need to deliver targeted learning and development for skill enhancement and employee development.

Verint has formed an extensive network dedicated to support the mid-market through channel partners serving the contact center market.

“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,” says Nancy Treaster, SVP and General Manager, Strategic Operations, Verint, “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.”

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