With Odigo CCaS, benefit from Verint’s Workforce Engagement (WFE) solutions to improve overall performance. Turn your agents into ambassadors with Verint Quality Management application. Raise your productivity and offer more convenience and flexibility to your agents with Verint Workforce Management application.
Evaluate and analyze, share feedbacks, coach agents, design and follow-up individual and group performance scorecards
Forecast and schedule based on your organization working rules, agents skills, etc. Swap shifts, manage agent requests, monitor the adherence, activity and QoS
Statistics (15min), Agent adherence, Audio recordings import, User synchronization from Odigo admin
All steps of the performance management cyle are available in Verint WFM
All on one single screen : audio player, interaction context, evaluation form. Easy call navigation. Powerful evaluation grids.
Agent profile, work rules, skills, preferences, legal constraints, shift swappings. Forecasting by activity, skills, forecasting models, weighting,…special events tag. Planning: multi-channel, multi-site, scenarios simulations