Verint – Workforce Optimization & Analytics

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Earn a recognized certification in a short time
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Customized corporate training for teams on Verint – Workforce Optimization & Analytics configuration and end-to-end implementation.
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Course Objectives

Popular Techniques Covered in This Course

Get Hands-on Knowledge about Real-Time Projects

Curriculum

Module 1: Introduction to Verint

Overview of Verint's Workforce Engagement Management (WEM) platform
Verint product suite: WFM, QM, Recording, Speech Analytics and Desktop Analytics
Verint architecture: on-premise, cloud and hybrid deployment

Module 2: Workforce Management (WFM)

Forecasting multi-channel contact volume
Creating and managing agent schedules
Intraday management and real-time adherence tracking

Module 3: Quality Management

Configuring call recording and screen recording
Building quality evaluation forms and scoring workflows
Calibration sessions and coaching plan management

Module 4: Speech Analytics

Introduction to Verint Speech Analytics (VSA)
Creating categories, topics and trending analysis
Sentiment analysis and agent performance scoring

Module 5: Desktop & Process Analytics

Verint Desktop and Process Analytics (DPA) overview
Capturing agent desktop activity and process mining
Identifying automation opportunities with DPA insights

Module 6: Performance Management

KPI dashboards and scorecards for agents and teams
Goal management and development plan tracking
Gamification and employee engagement features

Module 7: Administration & Integration

System administration and user access management
Integrating Verint with ACD platforms and CRM systems
Data exports, APIs and reporting customisation

Receive Training From Our Skilled and Effective Trainers

Verint Certified WEM Professionals All instructors are Verint-certified with enterprise contact centre experience in banking, insurance and telecommunications.

Speech Analytics Specialists Trainers have dedicated speech analytics experience helping learners build categories, analyse trends and derive actionable insights.

WFM Forecasting Expertise Instructors cover advanced forecasting models, multi-skill scheduling and intraday management strategies.

Desktop Analytics & Automation Instructors bring DPA implementation experience helping learners drive process improvement and RPA automation opportunities.

Cross-Platform Integration Knowledge Trainers have integrated Verint with Avaya, Genesys, NICE and Cisco ACD platforms preparing learners for diverse technology environments.