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Workforce optimization for customer service businesses

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Workforce optimization for customer service businesses
Verint? Verint Workforce Optimization is an integrated suite of tools to help call centers and customer service-driven organizations to analyze and evaluate operational performance, individual workflows, and customer service levels. The software offers a number of employee training and learning management tools to optimize performance based on these analyses and evaluations.

Verint Workforce Optimization forms part of Verint’s family of workforce management products and is a combination of products and services from their other solutions. Features include call & screen recordings, desktop process analysis to capture how employees are using desktop applications, eLearning lesson management, coaching workflows, scorecards and performance management tools and multi-channel quality assessment.

Verint Workforce Optimization also includes identify authentication and fraud prevention tools such as passive voice biometrics and predictive analytics to identify fraudulent callers. In addition to optimizing performance, the solution also includes workforce management tools, such as employee scheduling and forecasting, to strategically plan and utilize resources.


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