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Workforce Optimisation for Smarter Engagement, Real-Time Guidance, and Employee Productivity

Imagine having insight into your customers’ wants and needs—insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors. 

Imagine knowing how effectively your organisation delivers a pleasing customer experience-not only in the contact centre, but across all the areas of the enterprise that "touch" customers in some way.

Imagine having visibility into your day-to-day operations, understanding who's doing what, when, and how, giving you the information you need to drive operational efficiencies, meet service goals, minimise risk, and improve processing quality and effectiveness.

Now, imagine being able to put all of this information together into a comprehensive, unified approach for managing the customer experience.

Verint Workforce Optimisation solutions can help you do all this, and more. Our customer-centric workforce optimisation solutions can work across your entire enterprise, as well as in contact centres, branch operations, marketing and customer care, back-office operations, and financial compliance. With Verint Workforce Optimisation solutions, you can capture and manage information about your customers and performance, then use it develop predictive insights for driving measurable, sustainable business results.

workforce optimisation

Enterprise Workforce Optimisation

Verint offers workforce optimisation solutions that work across the enterprise, helping organisations gain deeper visibility into organizational performance and customer needs. By leveraging this intelligence, your business can better engage customers, deliver a more consistent customer experience, and gain valuable insight for continually refining products, services, processes, operations, and staffing.

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contact centre

Contact Centre Solutions

Today's contact centres come in many sizes and have a wide range of requirements. That's why Verint offers workforce optimisation solutions for different types of contact centres, including single- and multisite, virtual, outsourced, and offshore centres.

From traditional, telephone-based call centres to complex, multichannel contact centres, to omnichannel customer engagement centres, our workforce optimisation solutions are proven and practical. They capitalise on Verint's rich technical heritage, which encompasses solutions developed by Blue Pumpkin Software, Witness Systems, Mercom, Iontas, Vovici, and KANA Software.

Verint Enterprise Workforce Optimisation offers a wide range and depth of capabilities, along with pre-built, unified business process workflows, a centralised view across applications, simplified system administration, and a lower cost of ownership than point solutions. It can help organisations drive smarter customer engagement, provide real-time guidance to improve the quality and security of customer interactions, and enhance employee productivity and performance.

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Branch Operations Solutions

Financial institutions and other organisations depend heavily on brick-and-mortar branch offices to provide a local presence for their customers-and must balance branch productivity and performance with revenue generation, service quality, customer satisfaction, cost containment, and staff retention. Verint provides a range of products and services to help retail banks optimise branch operations.

Our portfolio of solutions for retail financial services includes:

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back office

Back-Office Operations Solutions

Back-office performance can have a significant impact on customer loyalty and business profitability, but can be highly complex to capture and analyse. With Verint Back-Office Workforce Optimisation, you can gain unprecedented visibility into your back-office operations, helping you improve quality, productivity and process consistency; meet service-level agreements; and reduce resource and processing costs.

Verint Back-Office Workforce Optimisation is a comprehensive portfolio for addressing many facets of back-office operations, with:

Desktop and Process Analytics to promote best practices and measure application usage and process adherence.
Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards.
Workforce Management to align your staff with your workload and reduce resource costs.
Quality Management to automate the capture of employee screens and the administrative tasks associated with monitoring, tracking and measuring employee and organizational performance.
eLearning to rapidly address skill gaps and changes in processes, programmes, and regulations.
Consulting Services to baseline your operations, design an operating model specific to your needs, and create a change management programme to help you achieve your goals.

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Financial Compliance Solutions

Financial institutions and trading rooms are typically required to record and archive their voice interactions to ensure compliance with requirements from local and international central banks, security commissions, and government regulations.

Verint for Financial Trading is a proven, reliable system for capturing, indexing, and retrieving trader calls quickly and appropriately, regardless of where they were recorded in the organisation.

The solution can be deployed with Verint’s Speech Analytics, Text Analytics, and encryption management offerings, as well as with KANA Case Management, to facilitate trade surveillance across large volumes of interactions.

Verint’s optional encryption functionality can help trading rooms ensure compliance with the Payment Card Industry Data Security Standard (PCI DSS) and other security requirements.

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Mobile Solutions

Verint mobile applications are designed to help busy executives, managers, and employees gain on-demand access to critical business information using their smartphones and tablets. Our mobile solutions can enable employees across the enterprise to capitalise on the powerful functionality of Verint Workforce Optimisation and Customer Analytics solutions, both within and outside the workplace.

Verint mobile applications include:

Verint Mobile - Provides the benefits of Verint Workforce Optimisation to users of mobile devices, with capabilities available for contact centres, branch operations, and back-office operations. With this native mobile app, users can:

  • View daily and weekly schedules for individuals and teams.
  • Submit, edit, waitlist, withdraw, approve and deny time off requests.
  • View key performance indicator (KPI) scores and related information from Verint Advanced Scorecards.

Verint Enterprise Feedback Management Mobile – Offers an immediate, convenient, and engaging way to collect customer feedback at the point of experience. You can capture customer feedback anytime, anywhere by easily deploying mobile surveys offline or online using the mobile browser, or SMS, in device-friendly formats, on a range of mobile devices.

With Verint mobile apps, organisations can capture the voice of the customer-anytime and anywhere-and operationalise that feedback to enhance customer service and the overall customer experience.

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Impact 360 Mobile

EFM Mobile from iTunes

EFM Offline Mobile from iTunes

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