Customer Engagement

Verint® announced the launch of the Verint TimeFlex Bot

Using ‘FlexCoins,’ New AI-powered Bot Redefines Agent Flexibility and Dramatically Elevates Employee Experience While Reducing Labor Costs

Verint®, The Customer Engagement Company®, 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.

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 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.

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