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Verint Workforce Management Professional for Salesforce

Robust & flexible cloud-based Workforce Management designed for Salesforce

Overview

Verint® Workforce Management Professional™ for Salesforce® is a cloud-based forecasting and scheduling solution that can help you manage a substantial number of cases, engaged in the right task.

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  • Automate key tasks that have an immediate impact on the bottom line through caseload forecasting, optimum scheduling, and daily performance tracking.

  • Optimize omnichannel support to fuse ACD and contact center infrastructure voice channels with digital channels.

  • Provide seamless workflows between the agent desktop and the workforce management system for simpler, more efficient agent experiences while reducing IT costs.

Contact centers and help desks using Salesforce must manage a substantial number of cases, so it’s critical to always have the right number of agents at the right time, engaged in the right task. Salesforce Connector Enables omnichannel adaptors for use in workforce management forecasting and scheduling, such as tracking case queue volume, agent task history, and agent status data, for real-time schedule adherence management. Salesforce Agent Portal Enables agents to access essential information, such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, directly from Salesforce. This integrated agent portal within Salesforce includes agent functionality and visibility. Package Features • Reporting • Forecasting and Scheduling • Real-Time Adherence • Intraday Management • Exception Planning • Time-Off Manager • Blended Media • Long-Term Forecasting • Salesforce Connector • Scorecards

Categories

Business Needs
Agent Productivity
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package