Verint Introduces ‘One Workforce’, An Innovative Approach to Eliminate Silos and Unify and Empower Both Humans and Bots
Verint's Cloud Platform was showcased at Engage 2022, emphasizing a One Workforce strategy to enhance customer engagement across channels. CEO Dan Bodner highlighted the importance of eliminating organizational silos to improve flexibility and responsiveness in customer service. The platform integrates AI, analytics, and automation to optimize resource allocation and enhance operational efficiency. Key features include real-time support, intelligent hiring, and next-gen interaction analytics. Verint serves over 85% of Fortune 100 companies, positioning itself as a leader in customer engagement solutions.
- Introduction of the One Workforce approach enhances customer engagement and operational flexibility.
- Verint supports over 85% of Fortune 100 companies, indicating strong market presence and credibility.
- Integration of AI and analytics in the platform improves resource allocation and efficiency.
- None.
Verint Cloud Platform Leverages AI, Analytics and Automation to Orchestrate Enterprise Resources for Improved Capacity, Flexibility and Agility
This is the vision set forward by
“You no longer need to organize your workforce by channels and dedicate teams to individual channels, something that can create organizational silos, pockets of inefficiency and limit customer journey flexibility,” said Bodner. “A One Workforce approach offers the ability to orchestrate the workforce as one large pool of resources, to allocate the right work to the right resource at the right time. With a One Workforce approach, you have the flexibility to allocate work to resources based on business priorities – and because such priorities can change quickly – the agility to make such changes in real-time.”
Moving to a One Workforce model is an imperative, as the Engagement Capacity Gap and the Great Resignation challenge organizations in scaling to meet today’s customer engagement needs.
The benefits of a One Workforce approach are a high-quality customer experience, no matter what channel is used or what type of employee (human, bot, hybrid) handles the engagement, the amplification of workforce efficiencies through an any-agent/any-channel workforce, and the improvement of scheduling flexibility and onboarding of additional channels as well as shared services and hybrid workforce models.
“Throughout the conference, attendees will gain insight on how the Verint Cloud Platform supports the One Workforce approach, supported by new innovations in Engagement Orchestration, Knowledge Management and Workforce Management, to empower employees and bots as they engage with the customer across all channels,” says Verint’s
With the Verint Cloud Platform, organizations can leverage AI, analytics and automation to orchestrate enterprise resources for improved responsiveness, operational efficiency, quality and compliance.
One Workforce elements include:
- Orchestration, Knowledge, and Real-Time Support to orchestrate people and bots so they can perform the right work at the right time and can leverage a unified knowledge system.
- Intelligent Hiring, Forecasting and Scheduling across the entire workforce of people and bots; across all types of work regardless of channel; across the enterprise.
- Quality and Compliance to check performance and compliance and deliver contextual coaching to improve quality.
- Next-Generation Interaction Analytics to analyze interactions and find opportunities for process efficiency and elevating customer experience.
“One Workforce is not a single
About
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to
View source version on businesswire.com: https://www.businesswire.com/news/home/20220614005144/en/
Media Relations
amy.curry@verint.com
Investor Relations
matthew.frankel@verint.com
Source:
FAQ
What is the One Workforce approach introduced by Verint?
How does Verint's Cloud Platform enhance customer engagement?
What companies benefit from Verint's solutions?
What features are included in Verint's Cloud Platform?