This meeting was a webinar focused on Verint’s (noted as "Verant") workforce management (WFM) and customer experience (CX) automation solutions, hosted by NSL with participation from representatives and attendees including Mark, Scott, Hugh, Billy, and Sally.
Key topics included an overview of Verint’s product capabilities (especially WFM), application of AI and bot technology, employee flexibility tools, reporting and analytics, integration with existing platforms, and addressing specific use cases for smaller but complex contact centers.
Attendees discussed the business value, ROI, real-world implementations, and the possibility of more detailed, tailored workshops to address individual organizational needs.
The session was recorded for later review, and follow-up actions, including sharing resources and organizing scoping calls, were noted.
Action Items
NSL (Mark): Ensure the webinar recording is uploaded to the knowledge base and linked under past webinars.
Becky: Share access to the partner portal (partner corner) containing videos, case studies, and ROI content with attendees.
Scott/Hugh (Verint): Send relevant customer case studies, product advertisements, and ROI outcome documentation to Mark, Billy, and Sally.
Scott: Coordinate and schedule follow-up scoping workshops/calls with Billy and Sally to review their specific WFM needs and organizational complexity.
Mark: Update the NSL web page with information about the next webinar (PCI Pal) scheduled for 20th August.
Sally: Arrange internal discussion with Erin regarding the session’s content and potential next steps.
Billy: Participate in a detailed scoping call with Verint to map out use cases, current pain points, and needed WFM features.
Verint Product Overview & CX Automation
Verint supports a global ecosystem for contact centers with a specialty in CX automation, offering tools for workforce management (WFM), quality monitoring, analytics, and AI-driven automation.
The platform emphasizes complementing human agents with AI bots to optimize customer and agent experiences, rather than replacing human interaction.
A wide variety of bots have been developed to support CX, each targeted at specific micro-workflows to drive efficiencies and innovation in customer engagement.
Workforce Management (WFM) Solution Deep Dive
Verint’s WFM tools are designed to ensure optimal staffing by leveraging historical data, advanced forecasting, and scheduling algorithms.
The system includes employee-centric features such as schedule flexibility (“Time Flex”) and a mobile app enabling agents to manage, trade, and bid for shifts, or book time off, all backed by business rule automation.
Flex coins are used as a gamified method to encourage beneficial shift changes, balancing agent needs with business coverage.
Real-time analytics and adherence monitoring allow supervisors to track and adjust operations continuously, with clear dashboards and open data reporting.
Integration capabilities allow for syncing planned and actual HR data with external systems like Workday.
AI Application & Business Outcomes
Verint’s approach focuses on embedding AI in specific business processes (micro-workflows) to augment productivity.
Use cases include knowledge management, call summarization for agents (beneficial for agents with challenges like dyslexia), forecasting, and shrinkage analysis.
Open platform architecture enables easy integration with other systems and the consolidation of data across services for better insight and actionability.
The platform is suitable for both large-scale and smaller, highly complex contact centers.
Implementation, ROI, and Customer Stories
Verint offers a 120-day risk-free program for certain bot technologies, allowing organizations to trial solutions with the option to remove them if outcomes aren’t realized (though all adopters have retained the solutions to date).
ROI and savings are context-dependent, scaling with the size and complexity of the organization, and are driven by factors like improved containment (IVA bots), reduced agent attrition (Time Flex), and call handling efficiencies.
Customer testimonials and case studies are available, showing real-world savings and operational improvements.
Addressing Complex Contact Center Needs
The solution can handle multi-channel, multi-skill, and complex scheduling environments for organizations with relatively small but complex operations.
Two WFM offerings (Enterprise and Essentials) cater to varying sizes and degrees of customization and control, with Essentials designed for easier setup in smaller centers.
Verint’s support team offers tailored workshops and resource allocation based on customer requirements.
Next Steps & Resources
Additional detailed scoping calls/workshops will be scheduled to address specific customer needs, particularly for organizations like Billy's with high complexity but a moderate seat count.
All relevant resources, case studies, adverts, and testimonial content will be distributed.
Recording and previous webinars are available in NSL’s knowledge base, with upcoming webinar information to be updated.
Decisions
Offer tailored scoping workshops/calls for interested attendees — to ensure solutions are matched to the unique operational and business needs of each organization.
Share comprehensive collateral and partner portal access — to support decision-making with references, ROI stats, and case studies.
Promote uptake of Verint’s risk-free 120-day program on supporting bots — as a de-risked path to adoption for potential customers.
Open Questions / Follow-Ups
Will Erin (Sally’s colleague) have additional questions or feedback after reviewing the material?
Are there additional integration requirements or systems (e.g., HR systems) at attendee organizations that need to be considered in scoping?
Confirmation pending from Billy and Sally on scheduling the detailed scoping sessions with Verint.
Will further questions arise following participant review of shared case studies and adverts?