WFM Insights from Verint Engage 24: Trudy Cannon, Verint’s Senior Director of Go-to-Market
Verint Engage 24, the industry’s premier CX Automation conference, just wrapped in Orlando and featured game changing workforce engagement solutions that drive significant business outcomes for major brands.
Verint’s TimeFlex Bot leverages AI with workforce management (WFM) forecasts. With it, agents can earn and spend ‘FlexCoins’ to create schedule changes that are optimal for them and for the company.
The Verint TimeFlex Bot is one of many Verint bots powered by sophisticated artificial intelligence (AI) models now available on the Verint Open Platform. The TimeFlex Bot leverages AI with workforce management (WFM) forecasts.
The result is a frictionless agent scheduling process that improves work/life balance for agents, reduces managerial review and approval time, and generates tremendous ROI for contact centers.
With the Verint TimeFlex Bot, agents can earn and spend ‘FlexCoins’ to create schedule changes that are optimal for them and for the company. FlexCoins are earned when agents make schedule changes that benefit the company. Agents can then spend those FlexCoins to change schedules to improve their own work/life balance.
The ingenuity behind the TimeFlex Bot ensures that the sum of all agent-initiated changes is balanced with the needs of the business. The result is dramatically elevated employee experience without manual, labor-intensive effort, while also increasing customer experience.
The Data Insights Bot automates the creation of an analytic dashboard, reducing the effort required from days to seconds.
Engage 24 industry leaders also tackled the challenge of shrinkage in the contact center.
With the Verint Data Insights Bot, organizations can glean better insights with reduced effort. The Data Insights Bot automates the creation of an analytic dashboard, reducing the effort required from days to seconds. It also delivers consistent responses to the brand’s natural language queries.
Now business users can converse with contact center data and benefit from immediate AI business outcomes.
“Contact center operations must adapt to meet the growing demands placed on agents,” said Trudy Cannon, Senior Director of Go-to-Market at Verint. “With AI transforming the customer experience landscape, brands need practical solutions to advance workforce engagement into the future.”
Like other Verint bots, the TimeFlex and Data Insights Bots can be quickly deployed into existing ecosystems, deliver rapid and measurable ROI while reducing operating costs and elevate employee and customer experiences.
