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Workforce Optimization (WFO)

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Software Status:Active

About Workforce Optimization (WFO)

Workforce improvement (WFO) is a software platform from Verint that focuses on improving workforce management processes. It combines workforce analytics, performance management, and quality management so organizations can effectively allocate resources and improve employee productivity. The platform provides tools for forecasting demand, scheduling staff, and monitoring performance metrics. With these capabilities, businesses can ensure optimal staffing levels and maintain service quality. Key capabilities: workforce analytics performance management quality management forecasting scheduling Best for: enterprises and organizations that need to manage and improve their workforce efficiently.

Workforce Optimization (WFO) Details

Vendor
Verint
Year Launched
Location
NICE Ltd. 13 Zarchin Street P.O. Box 725 Raanana 4310702 Israel
Deployment
cloud
Training Options
documentation, videos, live online, in person
Countries Served
All Countries
Languages
English, Spanish, French, German, Italian, Portuguese, Russian, Chinese, Japanese, Korean
Users
Manager, Supervisor, Quality Assurance Analyst, Training Specialist, Agent
Industries Served
Healthcare, Education, Finance, Retail, Telecom, Hospitality
Tags
Call Center Workforce Management, Call Recording, Contact Center, Workforce Management, WFO, NICE Ltd.

Workforce Optimization (WFO)'s In-App Market Place

Does Workforce Optimization (WFO) have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

11

Mini Apps

1. InContact by NICE Ltd.: An add-on that integrates NICE Ltd.'s workforce optimization software with inContact's contact center solutions

providing a comprehensive solution for call centers.

2. Verint Workforce Management: A plugin that enhances NICE Ltd.'s workforce optimization software with advanced workforce management capabilities

allowing call centers to optimize scheduling

forecasting

and adherence.

3. Interaction Analytics: An add-on that offers speech and text analytics capabilities to NICE Ltd.'s workforce optimization software

enabling call centers to gain insights from customer interactions and improve agent performance.

4. Quality Management: A plugin that enables call centers to monitor and evaluate agent performance

track customer interactions

and ensure compliance with regulations using NICE Ltd.'s workforce optimization software.

Pricing Options

Free trial
Free version
Request a quote
Promo Offer

Accepted Payment Currencies

USD ($), EUR (€), GBP (£), JPY (¥), AUD ($), CAD ($), CNY (¥), RUB (₽), INR (₹)

Pros & Cons

  • Recommended by Avaya and used in numerous engagements.
  • Easy-to-use software with top-notch forecasting capabilities.
  • Excellent customer support, resolving issues quickly.
  • Efficient staff scheduling and real-time adherence displays.
  • Prerecorded calls often have missing parts or overlapping audio.
  • Mobile website navigation is challenging for some agents.
  • Cannot integrate with the payroll system.

Workforce Optimization (WFO)'s Support Options

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