Verint Introduces ‘One Workforce’, An Innovative Approach to Eliminate Silos and Unify and Empower Both Humans and Bots
June 14 2022 - 8:35AM
Business Wire
Verint Cloud Platform Leverages AI, Analytics and Automation
to Orchestrate Enterprise Resources for Improved Capacity,
Flexibility and Agility
Engage 2022 — Customer engagement success is predicated
on organizations embracing a channel-less mentality and a One
Workforce approach to orchestrate the entire customer engagement
workforce – both humans and bots – across the contact center, back
office and branch.
This is the vision set forward by Dan Bodner, CEO of Verint®
(Nasdaq: VRNT), The Customer Engagement Company™, which powers 85
percent of the Fortune 100 and thousands of brands worldwide, at
its Engage 2022 customer conference that kicked off this
morning.
“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 David Singer, vice president, go-to-market strategy.
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 Verint product, rather it is an
approach enabled by our platform that organizations can acquire in
individual or multiple phases,” said Singer. “One of the important
aspects of the Verint Cloud Platform is that our products can work
together to multiply their value in ways that a single product
cannot. Today, our customers can achieve the benefits of One
Workforce by gradually deploying new capabilities available on our
cloud platform.”
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2022, and other filings
we make with the SEC. The forward-looking statements contained in
this press release are made as of the date of this press release
and, except as required by law, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, VERINT DA VINCI, THE CUSTOMER ENGAGEMENT COMPANY,
BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE
SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems
Inc. or its subsidiaries. Verint and other parties may also have
trademark rights in other terms used herein.
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Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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