Verint TimeFlex Bot Leverages AI to Revolutionize Contact Center Agent Scheduling
March 19 2024 - 7:30AM
Business Wire
Using ‘FlexCoins,’ New AI-powered Bot Redefines Agent
Flexibility and Dramatically Elevates Employee Experience While
Reducing Labor Costs
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced the launch of the Verint TimeFlex Bot to redefine agent
scheduling flexibility in the contact center, dramatically
elevating employee experience (EX) and reducing manual effort for
scheduling changes by supervisors.
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Verint TimeFlex Bot Leverages AI to
Revolutionize Contact Center Agent Scheduling. (Photo: Business
Wire)
The Verint TimeFlex Bot is one of many Verint bots powered by
sophisticated artificial intelligence (AI) models now available on
the Verint Open Platform. The TimeFlex Bot leverages AI with
workforce management (WFM) forecasts. The result is a frictionless
agent scheduling process that improves work/life balance for
agents, reduces managerial review and approval time, and generates
tremendous ROI for contact centers.
“Life has an inescapable way of throwing the unexpected at all
of us. Agents today want flexibility and control to balance their
work schedule with their changing personal and family needs,” said
Verint’s David Singer, global vice president, go-to-market
strategy. “Verint TimeFlex Bot gives agents groundbreaking tools to
automate shift swap, split shifts and schedule changes. It uses AI
and gamification to align the agent’s preferences and impromptu
needs with the company’s scheduling and forecasting
priorities.”
With the Verint TimeFlex Bot, agents can earn and spend
‘FlexCoins’ to create schedule changes that are optimal for them
and for the company. FlexCoins are earned when agents make schedule
changes that benefit the company. Agents can then spend those
FlexCoins to change schedules to improve their own work/life
balance. The ingenuity behind the TimeFlex Bot ensures that the sum
of all agent initiated changes is balanced with the needs of the
business. The result is dramatically elevated employee experience
without manual, labor intensive effort, while also increasing
customer experience.
“Early adopters of the Verint TimeFlex Bot saw an average of 10
shift schedule changes per month for every agent,” Singer
continued. “Contact center leaders have struggled for years to
balance the scheduling needs of their business operations with
work/life balance of their agents. Today Verint is offering an
AI-powered bot to finally bridge that gap and help brands improve
employee experience, engagement and retention while reducing the
manual effort associated with frequent schedule changes.”
Like other Verint bots, the Verint TimeFlex bot can be quickly
deployed into existing ecosystems, deliver rapid and measurable ROI
while reducing operating costs and elevate employee and customer
experiences.
To learn more, visit Verint TimeFlex Bot.
About Verint
Verint® (NASDAQ: VRNT) helps the world’s most iconic brands
continuously elevate the customer experience (CX) and reduce
operating costs. More than 10,000 organizations in 175 countries –
including over 85 of the Fortune 100 companies – rely on Verint’s
open customer engagement platform to harness the power of data and
AI to maximize CX automation.
Verint, The Customer Engagement Company®, is proud to be
Certified™ by Great Place To Work®. Learn more at Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2023, and other filings
we make with the SEC. The forward-looking statements contained in
this press release are made as of the date of this press release
and, except as required by law, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CUSTOMER
ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, AND THE
ENGAGEMENT CAPACITY GAP are trademarks of Verint Systems Inc. or
its subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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version on businesswire.com: https://www.businesswire.com/news/home/20240319734177/en/
Media Relations Sue Huss sue.huss@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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