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Verint Workforce Management
Melville, New York, USA
What it is
Verint Workforce Management helps organizations forecast demand, plan staffing, build schedules, and adjust coverage during the day. Its forecasts use historical volumes, work types, and handle times across voice, chat, email, SMS, and other real-time or asynchronous channels, along with external events and data. Capacity planning supports decisions about hiring, redeployment, headcount, overtime, and service levels. Schedules are built around customer demand, labor laws, and employee preferences. Managers can use real-time alerts, queue analytics, and dashboards to compare actual staffing and volumes with forecasts and make intraday adjustments. Employees can use the MyVerint Mobile App to check schedules and performance metrics, request time off, swap or bid on shifts, track performance trends, and contact managers. Verint lists Android, iOS, web, and API access, including APIs for adherence data and schedule management. The product is described for contact center, back-office, branch, and store workforces. Pricing is on request. A Webex Contact Center integration requires a Verint Cloud subscription and Identity Service onboarding.
For and against
For
- Forecasting includes historical, channel, and external demand factors.
- Schedules account for demand, labor laws, and employee preferences.
- Mobile app supports schedule access and shift requests.
- APIs cover adherence data and employee schedules.
- Intraday dashboards compare actual staffing with forecasts.
Against
- Pricing is available only on request.
- Webex integration requires a Verint Cloud subscription.
- Webex integration also requires Identity Service onboarding.
The verdict
Verint combines demand forecasting, capacity planning, scheduling, and intraday management with mobile access for employees. Pricing requires contacting sales, and the specified Webex integration has subscription and onboarding prerequisites.
Who it suits
It suits workforce analysts and organizations managing contact center, back-office, branch, or store teams. Employee mobile access may also suit teams that need to review schedules or request shift changes on mobile devices.
Plans and prices
Verint Enterprise Workforce Management
Contact sales for pricing; page lists no plan limits
Read 3 Oct 2026 · verint.com
On the record
- Access controls
- The technical architecture page describes role-based access control, least-privilege cloud access, and SAML 2.0 authentication; it says OIDC is used exclusively for WFM-related mobile iOS and Android apps.verint.com · read 3 Oct 2026
- APIs
- Verint lists APIs for retrieving WFM employee adherence data and adding, updating, and retrieving employee schedules.verint.com · read 3 Oct 2026
- Capacity planning
- Its capacity planning capabilities help organizations understand long-term staffing needs and make decisions about hiring, redeployment, headcount, overtime, and service levels.verint.com · read 3 Oct 2026
- Employee mobile access
- The MyVerint Mobile App lets employees access schedules and performance metrics, request time off, swap or bid on shifts, track performance trends, and contact managers.verint.com · read 3 Oct 2026
- Forecasting
- It analyzes historical volumes, work types, and handle times across real-time and asynchronous channels, as well as external events and data that affect demand.verint.com · read 3 Oct 2026
- Integrations
- Verint provides instructions for integrating Verint WFM Enterprise with Webex Contact Center; the setup requires a Verint Cloud subscription and Verint Identity Service onboarding.verint.com · read 3 Oct 2026
- Intraday management
- Real-time alerts, queue analytics, and dashboards compare forecasted and actual volumes and staffing to support intraday adjustments.verint.com · read 3 Oct 2026
- Pricing availability
- The product page directs visitors to contact sales or request more information and does not list a price.verint.com · read 3 Oct 2026
- Purpose
- Verint Enterprise Workforce Management is an AI-powered solution for accurate forecasting, flexible scheduling, and real-time data insights to help meet service and customer experience goals at lower cost.verint.com · read 3 Oct 2026
- Scheduling
- The software automatically builds employee schedules based on customer demand, labor laws, and employee scheduling preferences.verint.com · read 3 Oct 2026
- Security
- Verint’s technical architecture page says its security practice follows PCI SSC, GDPR, SOC 2, and HIPAA guidelines and describes AES-256 encryption for recordings and databases and TLS 1.2 or greater for data in transit.verint.com · read 3 Oct 2026
- Support
- For the Webex Contact Center integration, Verint says its account team or Customer Success Manager will assist with connecting the WFM service after preparing the tenant.verint.com · read 3 Oct 2026
- Who it is for
- Verint describes WFM as serving workforce analysts balancing customer, employee, and organizational needs, and lists contact center, back-office, branch, and store workforce solutions.verint.com · read 3 Oct 2026
