Verint Forecasting and Scheduling
Solutions Deliver the Right Resourcesin the Right Moment.
AI-powered Workforce Management for One Workforce Across the Enterprise

The Verint Customer Engagement Cloud Platform

The Customer Engagement Company1

Managing Your Workforce Has Changed
Today’s workforce has a different set of expectations for their jobs, andworkforce management applications of the past just aren’t up to thechallenge. You need cloud-based applications that can flexibly balance
accurate forecasts and schedules–across the enterprise, for every channel,
and for both humans and bots. With Verint® forecasting and schedulingsolutions, you can:• Create forecasts and schedules for all employees and work-types.
• Maintain a unified view of schedules across remote, hybrid, and returnto-office employees.
• Give employees the flexibility to schedule their work in a way that fits
into the rest of their lives.
With our patented artificial intelligence (AI), you can gain agility while still
automating forecasts with accuracy. Read on for how Verint forecastingand scheduling solutions can help reduce staffing costs, improve
employee retention, and more.

Verint Forecasting and Scheduling

The world’s leading brands rely on Verint
Open CCaaS Platform for their workforce
management needs.
• Google• Holland America• Aegon• Commerce Bank• Blue Cross Blue Shield of Louisiana• Humana• Mastercard• NHS Business Services• Navy Federal Credit Union

The Customer Engagement Company®

2One Workforce, One ScheduleYour workforce is more dispersed than ever. Your employees are incontact centers, back offices, retail branches, and working from home. Inaddition to full-time and gig employees, you have to manage your bots
doing automated work. Suddenly, your workforce is handling a broad
range of tasks and servicing customers across channels, languages, anddepartments. These complexities don’t have to negatively impact thecustomers’ service experience. With Verint, you can:• Manage your employees as one workforce.
• Create schedules where agents switch channels and tasks throughout
their shifts.
• Leverage peaks and valleys of work across employee types to improve
efficiency and reduce staffing costs.
With visibility across your workforce, you can use AI to intelligently
forecast and schedule resources to meet customer demand across digitaland traditional channels.

Verint Forecasting and Scheduling

As your employees return to the office, Verintoffers specific capabilities to effectively manage
your workforce from multiple locations, including:• Staggered start times• A mix of work-from-home andin-office agents• Hoteling capabilities to select desks inshared spaces• Equal opportunities for employees towork from home or in-office according to
your guidelines

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Flexibility for Real LifeWe get it. Life is more complicated than ever. Your employees demand
flexibility to balance their work responsibilities, busy lives, and safety.
To attract and retain top talent, you must provide flexible schedules andtools for employees to easily adjust schedules and accommodate theirpersonal lives. With Verint Mobile Work View™, your employees can easily
check their schedules, request time off, and swap shifts, all with a tap of
their finger.
Verint Mobile Work View also gives you and your employees access toview their performance. With Verint Workforce Management™ scorecards,
you can gain insight into what employees are doing, how effectively
they’re performing, and where they need to sharpen their skills.
Many shift change requests can be automatically accepted or rejected,and those requiring manual approval can be quickly assessed bysupervisors within the Verint Mobile Team View™ app.

Verint Forecasting and Scheduling

The Customer Engagement Company®

4An Open Solution for Today’sBusinesses
Verint forecasting and scheduling solutions are designed with
openness in mind. The solutions on Verint Open CCaaS Platform™ arebuilt to easily integrate with other applications within your ecosystem.
With Verint, you can easily move business intelligence data between
workforce management and systems such as HR and CRM platforms tomeet your specific requirements.
Verint’s open architecture and broad partner ecosystem are hallmarksof our cloud platform. We provide native integrations with leading
solutions, as well as APIs and development tools to help customers
and partners easily integrate and add value quickly. Our commitment
to openness is unparalleled.

Verint Forecasting and Scheduling

The Customer Engagement Company®

5Reimagine Hiring“Work from anywhere” also means “apply from anywhere.” Broadening your hiring
efforts beyond your physical locations creates a boundless candidate pool.
As the number of applicants increases, you’ll need more help pre-assessing
candidates to minimize hiring-manager effort. Traditional interview practices need
to be reimagined. With Verint Intelligent Interviewing™, you can:• Leverage machine learning and predictive analytics to automate partsof the interviewing process.
• Evaluate candidate engagement, knowledge, and communication skills.
• Predict candidates most likely to succeed, so you can reduce employee
attrition and drive higher customer service.
• Hire high-quality talent with unprecedented efficiency.
Our proprietary technology analyzes responses for vocal energy, length, pace, andemotion. The solution also evaluates vocabulary and fluency to determine eachcandidate’s ability to communicate.

“Verint Intelligent Interviewing is the rightsolution at the right time to help companies
ease the transition to the future of work, in thecontact center, the back office, and beyond.”
Sheila McGee-Smith
Founder and Principal,
McGee-Smith Analytics

The result is a prescreening process that shortens the overall recruitment
experience by hours and improves your time-to-fill and quality-of-hire metrics.
Verint Forecasting and Scheduling

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Manage Your Entire Workforce, Not
Just Contact Centers
There is a problem in back-office operations today. Back offices have invested
in process and task automation tools for decades. But processes don’t get thework done, people do.
Back-office employees work on multiple work types, across different systems,
teams, and locations. With Verint, you have visibility into who’s doing what,
when, and if it’s the right activity for that time. You can capture actual handle
times for all work types, so you can create accurate demand forecasts andcapacity plans that include both humans and bots. You’ll improve operational
efficiency in the back office and better meet your SLAs.
Verint Workforce Management Branch solutions enable banks to forecast
demand and schedule the right mix of employees across the entire network
to help meet service, efficiency, and revenue goals. You can easily move
employees to different branches as demand changes, and even schedulebranch workers to handle contact center or back-office tasks during non-peaktimes.

Verint Forecasting and Scheduling“As customer interactions with the bank wereevolving, we wanted to make our branch staffing
decisions based on sound analytics ratherthan instincts.”
Ben Hopper
SVP, Head of Strategy,First Horizon

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Powered by Verint Da Vinci AI

Verint Forecasting and SchedulingEnterpriseDataAnalytics& Insights

Forecasting &SchedulingOpen Verint
Da Vinci AI™

Knowledge
Management

Quality &ComplianceationsplicAp

With Verint Da Vinci, you can respond faster tochanging customer and employee needs whilebuilding new business processes. Verint Da Vinci
creates differentiated customer experiences based onindustry-leading rich data sets, analyzing more than
10 billion customer engagement interactions annually
across thousands of customers in every industry.

Ent

ise
prer

Verint Da Vinci™ AI is embedded natively throughout
the platform, with advanced machine learningmodels, natural language processing, intent, andanalytics engines all designed by Verint Labs.

t® Platform
Verin

Open Engagement
Data Hub
Real-Time
AssistanceSelf-Service

Channels &RoutingEnterp

Voice ofCustomer

O pen C CaaSiori s e C o m m u n i c a tnsThe Customer Engagement Company®

8Part of Verint Open CCaaS Platform
Verint forecasting and scheduling solutions help you close the Engagement Capacity Gap™ across the enterprise and are an integral part of the Verint
Open CCaaS Platform. Verint Open CCaaS provides a comprehensive set of solutions to power your workforce with AI-powered tools for humans andbots, including:• Channels and Routing: Enabling conversational automation overdigital channels, as well as workforce orchestration across all channels,to help businesses scale customer engagement.
• Self-Service: Delivering a unified customer experience across a wide
number of digital self-service channels, including messaging, social,chat, email, virtual assistant, and communities.
• Knowledge Management: Accelerating human and bot collaboration
to deliver a consistent customer experience while adhering tocompliance and regulatory policies.
• Forecasting and Scheduling: Enabling businesses to understand thestaff needed to meet and exceed customer expectations while enabling
employees with flexible scheduling options.
• Quality and Compliance: Accelerating the use of automation to makecustomer interactions across channels more pleasant, productive,and secure.
Verint Forecasting and Scheduling• Analytics and Insights: Extracting insights from structured andunstructured customer interactions and activities across the enterprise
to drive strategy, productivity, loyalty, and revenue.
• Real-Time Assistance: Supporting in-the-moment workforce activities
with workflows, guidance, assistance, and automation to enhance sales,customer experience and compliance.
• Voice of the Customer: Delivering insights to understand voice of thecustomer data across web, mobile, social media, and surveys, enablingbusinesses to understand CX across the organization.

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9Americas
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By providing this document, Verint is not making representations regarding thecorrectness or completeness of its contents and reserves the right to alter this document
at any time without notice. Features listed in this document are subject to change andnot all functionality is available in all configurations. 09.2023

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