What is it? 

Verint Workforce Management (WFM) integrates with Vonage Contact Center (VCC). VCC is a new category of cloud contact center software where customer interactions are blended with customer data to deliver an unparalleled, emotive, and conversational customer experience. Verint Workforce Management (WFM) tools provide addition value to customers including:

• Verint WFM analyzes VCC omnichannel historical data about agent activities and queues to create accurate forecasts and develop effective call center schedules; allowing the optimum number of agents to meet SLAs.
• VCC + Verint provides real-time views to monitor agent activities and intraday tracking of queue trends to develop more accurate forecasts and schedule adjustments.
• VCC + Verint allows increased transparency to check if agents are following assigned schedules, and if the forecast and actual call volume matches.

Vonage Contact Center and Verint’s cloud-based workforce management solution work together to remove the upfront costs and burden on IT resources, all while making the implementation and everyday use far simpler.

How does it work?

Verint connector has the following parts:

• Agent States data
• Queue Stats data
• Agent Scorecard Metrics
• Live Interactions with audio recordings

Connector collects agent and queue data from VCC, formats it and pushes to Verint WFM. Queue data is collected and pushed every 15 min. Agent States data collected and pushed every 10 sec. ASCM collected and pushed once every 24 hours.

What is required to work?

• Verint Workforce Management Professional OR Verint Workforce Management Enterprise
• Vonage Contact Center

What are the Benefits of using it?

• Fuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support.
• Use historical contact center data to create accurate forecasts and optimal agent schedules.
• Provide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs.
• Use real-time agent adherence statistics to manage teams as effectively as possible, giving the best opportunity to meet service levels.
• There’s also the added benefit of purchasing a complete solution from a single vendor – easier purchasing, simpler supplier management and support model.
• Whether the business is just starting to mature beyond the capabilities of a spreadsheet or if it is a large global company with multiple locations and sophisticated needs in customer engagement, Vonage Contact Center and Verint WFM can deliver the solution that fits all needs.