Close the Engagement Capacity Gap with One Workforce

Customers expect effortless and delightful customer experiences in the channel of their choice. One Workforce enables effortless CX at scale, across the enterprise.

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What is One Workforce?

One Workforce™ enables the entire workforce to engage with customers in the right way, at the right time to increase capacityflexibility, and agility. It is a unified approach to customer experience management, bringing together engagement channels, teams, and data that have all previously operated in silos.

As organizations struggle to close the Engagement Capacity Gap due to ever-increasing customer expectations, the number of channels available to customers, and a lack of business resources applying the strategies of One Workforce helps organizations do more with less while still providing a seamless experience customers demand on any channel.

Watch: How One Workforce Closes the Engagement Capacity Gap in a Digital-First World

Why is One Workforce important?

Customers are reaching out on a wider range of channels than ever before. From phone to text message, email to social media, customers still expect an effortless experience regardless of how it impacts contact center operations.

One Workforce™ connects your channels, your people, and your automation so that you can become a truly customer-centric organization. Verint Cloud Platform helps businesses solve this challenge by:

  • Delivering workforce management solutions that prepare organizations by building, maintaining, and nurturing the team of the future
  • Connecting essential customer insights to build a customer-centric organization by adding structure to unstructured data
  • Meeting rising customer expectations for digital engagement and enabling conversations to flow seamlessly from one channel to the next
Listen On-Demand: Dan Bodner, Verint Chief Executive Officer, Discuss One Workforce
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The Impact Of A One Workforce Strategy

  • 20%

    reduction in call handling times

  • 10%

    reduction in absenteeism

  • 30%

    reduction in agent turnover

  • 40%

    of renewals self-serve

  • 41

    point increase in NPS

One Workforce is not a single product, it is four building blocks that can be implemented in any order:

  • Verint Engagement Orchestration powers brands to orchestrate the workforce across all engagement channels from a single platform, dismantling both organizational and channel silos. Engagement Orchestration intelligently unifies all customer interactions powering asynchronous, customer-centric experiences that go beyond channels to connect the customer journey. 

    Verint Knowledge Management provides businesses with consistent information, that makes any employee the right employee, regardless of where they sit. Knowledge Management means expertise is no longer kept siloed away, and empowers the quality of employee performance, behavioral compliance, and the customer experience across all communication channels.

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The 2022 State of Digital Customer Experience Report

56% of customers under 45 prefer to reach out over digital channels, 78% of customers are loyal after receiving an amazing digital customer experience, and 46% of CX professionals say increasing personalization is their top priority in the next 12 months.

Download the full report to learn the other top 20+ market trends impacting customer experience in 2022 from your customers and competitors.

Get The Report
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