inContact partners with Verint Systems

To provide cloud-based workforce management offering to contact centres

inContact, a provider of cloud-based call centre software offerings, has entered into partnership with Verint Systems, a provider of enterprise workforce optimisation software and services, to convert Verint's workforce management (WFM) offering to inContact's platform and deliver it via the cloud to contact centres.

inContact said that its new inContact cloud-based workforce management offering is designed to simplify and automate staffing in customer service operations. The WFM optimises agent-handled contacts, reduce the the risk of missed service level goals, minimises costs, manage schedule adherence, and help ensure the best possible use of agent resources.

The company said that its workforce management offering also provides employees with scheduling preferences and automated time-off management, shift swapping and shift bidding capabilities.

Jim Tanner, executive vice president of product and strategy at inContact, said: "Contact centres of all sizes can benefit from automated WFM solutions. The new inContact WFM solution, powered by Verint and delivered via the cloud, will make this technology more widely attainable, enabling our customers to optimise their workforce to deliver a compelling and differentiated service experience."

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