Workforce Optimization and Operational Efficiency with Verint and Amazon Connect

Improve employee productivity and satisfaction with Verint and AWS

Workforce optimization is the process of refining your service delivery model to maximize customer and employee satisfaction while reducing costs. By enabling companies to be more systematic about how they schedule employees, capture and leverage customer data, and respond to customer inquiries, workforce optimization solutions are key to maintaining strong customer experiences. Verint Enterprise Workforce Management (WFM) helps you forecast demand, then build schedules that optimally schedule your employees and use corporate resources to meet demand cost-effectively.

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  • Learn
  • Launch
  • Work with an APN Partner
  • Purchase
  • Get help
  • Learn
  • Learn

    Solution highlights:

    • Forecast work volumes across functional groups to efficiently meet demand
    • Effectively build employee schedules that account for defined shift rules, individual skills and proficiencies, and more
    • Monitor adherence to assigned schedules in real-time and use alarms to detect deviation
    • Unify disparate workforce management tools and gain visibility across call centers, back offices, and branch offices from one place
    • Reduce the costs of workforce management by eliminating inefficiencies in scheduling, forecasting, and more
    • Give your employees the flexibility to more closely match their schedule with shift preferences while keeping service levels high

    Key features provided by this contact center solution:

    • Data capture and work item tracking functionality captures relevant information from tools such as ERP and CRM systems to monitor item aging and help reduce the risk of missing SLAs
    • Strategic planning and modeling, which helps managers create high-level workload and capacity planning models
    • Resource utilization enables users to create work-demand forecasts using resources from across department, factoring for backlog, deadlines, completion targets, and more
    • Intraday management allows managers to see schedule adherence in real-time.
    • Employee portal lets employees manage their schedules, swap shifts, request time off, access training materials and more from their desktop or mobile devices

    With Verint and Amazon Connect, you can align your workforce with your workload to drive better engagements with your customers, improved employee satisfaction, and lower workforce management costs.

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    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from AWS Competency Partners that include AWS co-investments. Click below for more information.

  • Launch
  • Launch

    There are multiple ways to deploy Verint Workforce Management on AWS:

    • As a software-as-a-service (SaaS) offering
    • By bringing your existing Verint license to AWS
    • By buying a net new Verint license and self-hosting it on AWS
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  • Work with an APN Partner
  • Work with an APN Partner

    APN Partners offer consulting offers for Amazon Connect to help you quickly discover value from this solution. Follow these links to find more about these APN Partners and their consulting offers, and to request more information or support.

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  • Purchase
  • Purchase

    Contact the Verint Sales team to get started with Verint Workforce Management on AWS.

    You are responsible for the cost of the AWS services used while running this Quick Start reference deployment. The AWS CloudFormation templates for this Quick Start include configuration parameters that you can customize. Some of these settings, such as instance type, will affect the cost of deployment.

    See the pricing pages for each AWS service you will be using for cost estimates.

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  • Get help
  • Get help

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from AWS Competency Partners that include AWS co-investments. Click below for more information.

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    AWS Credits

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Learn more about Amazon Connect

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