Verint Unveils TimeFlex Bot to Reimagine Contact Center Scheduling

Verint has introduced the Verint TimeFlex Bot to transform agent scheduling flexibility within contact centers, significantly enhancing employee experience (EX) and streamlining scheduling tasks for supervisors.

“Life has an inescapable way of throwing the unexpected at all of us. Agents today want flexibility and control to balance their work schedule with their changing personal and family needs. 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,” said David Singer, Global Vice President, Go-to-Market Strategy, Verint.

This innovative bot is part of Verint's suite of AI-powered solutions available on the Verint Open Platform. Leveraging sophisticated AI models alongside workforce management (WFM) forecasts, the TimeFlex Bot streamlines a seamless agent scheduling process. It not only promotes a better work/life balance for agents but also reduces the time spent by managers on review and approval tasks.

The Verint TimeFlex Bot introduces a unique concept of 'FlexCoins' to motivate agents to actively participate in optimizing their schedules. Agents earn FlexCoins by making schedule changes that benefit the company, which they can then leverage to modify their schedules according to their personal preferences. This system ensures a balanced approach where agent-initiated changes align with business requirements, resulting in significantly improved employee experiences without the need for manual intervention. Moreover, this enhancement in agent satisfaction translates to enhanced customer experiences as well.

Similar to other Verint bots, the TimeFlex Bot seamlessly integrates into existing ecosystems and offers swift deployment, providing tangible and measurable ROI.

“Early adopters of the Verint TimeFlex Bot saw an average of 10 shift schedule changes per month for every agent. 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,” added Singer.

At the beginning of the year, Verint secured a contract exceeding $49 million from a prominent U.S. healthcare company to enhance customer experience automation within their customer operations.