Verint Workforce Management Professional™


Developed by Verint

Updated 07/26/2022

Version 5

The Smart Way to Elevate Your Customer Experience

Verint Workforce Management Professional™ is a simple, cost-effective cloud workforce management solution for businesses looking to improve their contact center and help desk operations. Verint Workforce Management Professional™ features a seamless integration with Talkdesk enabling businesses to optimize contact center resources and provide a unified omnichannel customer service.

Key features


The scheduling engine can incorporate all call types and other activities to generate optimal staffing schedules and to plan and schedule tasks.

Intra-Day Management

Graphically displays agent schedules that can be changed by dragging and dropping breaks, lunches, and exceptions. Real-time updates can be made to required and assigned agents instantly, and surpluses and shortages are displayed for designated time periods of the day.


Collects and presents real-time and historical data at the agent, group, and center levels. Goals and alerting on key performance indicators, dashboards, reporting, and agent scorecards are all available with the metrics collected or generated within the platform.

Salesforce Agent Portal (Add-On)

Enables agents to access essential information, such as schedules, adherence status, performance status, personal time-off requests, and real-time alerts, directly from Salesforce. This integrated agent portal within Salesforce includes agent functionality and visibility.


Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from Talkdesk.

Additional information


Workforce Management, Agent Coaching & Performance, Knowledge Base, Gamification

Customer Segments

Commercial, Enterprise