Verint Workforce Management - 2026 Pricing, Features, Reviews & Alternatives

Verint® Workforce Management™ helps organizations to optimize resources across all engagement channels with AI-powered forecasting and scheduling solutions. Optimal resource plans schedule for both humans and bots maximizing efficiency across the enterprise. Whether in the office or working from anywhere, thoughtful automation and simple workflows provide employees with flexible scheduling options to drive employee well-being while ensuring business policies are met. And as a full featured cloud solution, it can free businesses from the burden of complex infrastructure and administration and easily extend to applications to support employees with tools to do their job.

Workforce management is used in the contact center to schedule agents to match expected workload without overstaffing. These tools use data from historical transactions or traffic information to forecast the required resources to meet call demand. WFM is suitable for organizations where there are multiskilled employees, time priorities to answer customer queries, and different volumes of transactions depending on the time of day or seasonality. It helps managers schedule employees across different sites and understand how each location operates. WFM solutions include a combination of technologies: time and attendance, scheduling, forecasting and planning, absence management, monitoring and analytics, performance and task management, and hiring and HR tools.