Solutions

Workforce Optimisation

Cloud Workforce Management

Your contact volumes aren’t static all day so why should staffing levels be? Achieve balance in employee needs, customer satisfaction, and cost containment by ensuring the right agents with the right skills are available at the right time. By matching demand to your scheduled workforce, Veridian Cloud workforce management assists you in creating the best-case staffing scenario. Features include:

  • Workforce Management Software accurately forecasts customer demand
  • Schedule and manage staff effectively
  • Empower your employees to participate with self-service

For all your Workforce Management needs you should select Veridian Cloud Workforce Management powered by Verint Systems®. This web-enabled software simplifies the complex task of forecasting and scheduling, provides performance management and eLearning capabilities, and eliminates the expense and administrative burden of thick-client solutions. With Veridian Cloud Workforce Management, you can reduce costs by staffing appropriately to meet your workload, drive business growth and operational excellence, and improve employee effectiveness and retention.

Workforce Optimisation
Calls. Emails. Web forms. Surveys. Mobile apps. Today’s contact centre is going far beyond its call centre foundation to become the hub of an enterprise, multichannel customer experience strategy.
But regardless of the ways in which customers conduct their interactions with the contact centre, they still want personalized, efficient, and secure service—delivered by knowledgeable, skilled employees. And that’s where Veridian can help. Our software and services enable contact centres and other areas of the enterprise to capture and analyse customer interactions across multiple communication channels, then use this information to uncover trends and sentiments, improve staffing and performance, minimize risk and fraud, and optimize the customer experience.

Workforce Optimisation

Delivering a great customer experience and managing customer service operation within budget can be a daunting task. Your Contact Centre operations face the challenge of accurately planning for multiple communications channels, and analysing the quality of conversations your agents deliver across these channels.
Typically the number of interactions you manually analyse is simply not sufficient to provide an accurate view of agent performance. Yet, scaling up your quality management team to meet the demand is time consuming, expensive and yields poor results without automation.

WFO delivering:
Multi-Channel Planning
Coaching Employees for Success
Better Business Results Through Actionable Analytics
Continuous Workforce Optimisation

Workforce Optimisation is a powerful and easy-to-use cloud suite for forecasting, scheduling and intraday management. It helps you to improve the customer experience while lowering costs and reducing effort – a must have application for every contact centre. Welcome to WFO ‘as a service’

Prices starting from $35 per user per month. Conditions apply

Packed with features to optimise your most important asset

  • Accurately forecast your customer demand across channels
  • Schedule and manage staff effectively
  • Monitor and promote adherence to schedules
  • Get real-time visibility into staffing and call volumes
  • Agent self-service tools through browser, tablet or smartphone apps
  • Scalable from 40 to 10,000 seats with a monthly pay-per-use model
  • Hosted in secure tier 4 data centres with guaranteed system availability
  • Minimal up-front costs, IT overhead and involvement

Find out more about our best-of-breed solutions today. You will be amazed at our depth of experience, contact us to discuss more!

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