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SPECIFICTION
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Verint Workforce Management

verint.com

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Spec score 7.0 #9 of 20 in Genesys AppFoundry Marketplace

What it is

Verint Workforce Management helps organizations forecast workforce demand, plan staffing, schedule employees, and adjust coverage during the day. Forecasts draw on historical volumes, work types, handle times, and external factors across voice, chat, email, SMS, and other real-time or asynchronous channels. Capacity planning supports longer-range decisions about hiring, redeployment, headcount, overtime, and service levels. Schedules are built around customer demand, labor laws, and employee preferences. For intraday management, alerts, queue analytics, and dashboards help compare actual volumes and staffing with forecasts. Employees can use the MyVerint mobile app to check schedules and performance metrics, request time off, swap or bid on shifts, follow performance trends, and contact managers. Verint lists Android, iOS, web, and API availability, with APIs for employee adherence data and schedule management. The product serves contact center, back-office, branch, and store workforces. Pricing is on request; no plan limits are listed.

Spec sheet

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.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
Headquarters
Melville, New York, USARead 23 Sep 2026 · verint.com
Founded
1994Read 23 Sep 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
APIs
Verint lists APIs for retrieving WFM employee adherence data and adding, updating, and retrieving employee schedules.Read 3 Oct 2026 · verint.com
Capacity planning
Its capacity planning capabilities help organizations understand long-term staffing needs and make decisions about hiring, redeployment, headcount, overtime, and service levels.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com
Intraday management
Real-time alerts, queue analytics, and dashboards compare forecasted and actual volumes and staffing to support intraday adjustments.Read 3 Oct 2026 · verint.com
Pricing availability
The product page directs visitors to contact sales or request more information and does not list a price.Read 3 Oct 2026 · verint.com
Scheduling
The software automatically builds employee schedules based on customer demand, labor laws, and employee scheduling preferences.Read 3 Oct 2026 · verint.com
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.Read 3 Oct 2026 · verint.com

Plans and prices

Verint Enterprise Workforce Management Priced on request Contact sales for pricing; page lists no plan limits Read 3 Oct 2026 · verint.com

Every Verint Workforce Management plan and price →

Strong points and limits

Strong points

  • Forecasts incorporate historical, channel, and external demand data.
  • Schedules account for labor laws and employee preferences.
  • Intraday dashboards compare actuals with forecast staffing.
  • Mobile app supports time-off requests and shift changes.
  • APIs cover adherence data and employee schedules.

Limits

  • Pricing is available only on request.
  • Webex Contact Center integration requires a Verint Cloud subscription.
  • Integration also requires Verint Identity Service onboarding.

Who it suits

It suits workforce analysts and organizations balancing customer, employee, and organizational needs across contact centers, back offices, branches, or stores. Employees who want mobile access to schedules and shift requests may also benefit.

Verdict

Verint combines demand forecasting, scheduling, capacity planning, and intraday adjustments with employee mobile access. Organizations should confirm pricing and the requirements for its Webex Contact Center integration before choosing it.

Where Specifiction places it

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