List of Verint Workforce Optimization Customers

Verint Systems

175 Broadhollow Rd., Suite 100,
Melville, 11747, NY,
United States

https://www.verint.com/

1 631-962-9600

Professional Services

3800

$909M

Since 2010, our global team of researchers has been studying Verint Workforce Optimization customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.

Each quarter our research team identifies companies that have purchased Verint Workforce Optimization for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.

Companies using Verint Workforce Optimization for Workforce Management include: Legal & General Group, a United Kingdom based Banking and Financial Services organisation with 10799 employees and revenues of $28.30 billion, AmeriHealth Caritas, a United States based Insurance organisation with 10000 employees and revenues of $23.70 billion, Royal Mail, a United Kingdom based Distribution organisation with 130000 employees and revenues of $8.59 billion, Direct Line Group, a United Kingdom based Insurance organisation with 8975 employees and revenues of $6.22 billion, Redde Northgate, a United Kingdom based Professional Services organisation with 7206 employees and revenues of $1.88 billion and many others.

Contact us if you need a completed and verified list of companies using Verint Workforce Optimization, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.

The Verint Workforce Optimization customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!

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Customer	Industry	Empl.	Revenue	Country	Vendor	Application	Category	When	SI	Insight Source
5CA	Professional Services	2000	$200M	Netherlands	Verint Systems	Verint Workforce Optimization	Workforce Management	2023	n/a	In 2023, 5CA implemented Verint Workforce Optimization, a Workforce Management application targeting contact center and customer engagement operations. The deployment was scoped to a 2,000 employee professional services firm headquartered in the Netherlands, aligning the Verint Workforce Optimization implementation to workforce engagement and scheduling use cases within 5CA's CX delivery organization. Verint Workforce Optimization was configured to deliver standard Workforce Management capabilities, including demand forecasting, automated schedule generation, intraday management, real-time adherence monitoring, and workforce performance analytics. Configuration emphasized multiskill scheduling and shift templates to support agent specialization and peak demand patterns common in customer engagement operations. Operational coverage extended across workforce planners, contact center supervisors, and quality teams, using real-time dashboards and adherence workflows to manage agent staffing and occupancy. The implementation embedded category-aligned workflows for forecasting to staffing, schedule exceptions management, and intraday reforecasting to maintain service levels across customer-facing channels. Governance was adjusted to centralize schedule ownership and formalize adherence and exception handling processes, with a phased rollout across customer-facing teams to limit operational disruption. As an explicit outcome, 5CA received Silver in the Excellence in Workforce Engagement category at the 2023 Verint EMEA Innovate Awards, reflecting recognized progress in workforce engagement using Verint Workforce Optimization.
AmeriHealth Caritas	Insurance	10000	$23.7B	United States	Verint Systems	Verint Workforce Optimization	Workforce Management	2017	n/a	In 2017 AmeriHealth Caritas implemented Verint Workforce Optimization as its Workforce Management platform for the Perform Specialty pharmacy business. The engagement targeted a rapid deployment for the Perform Specialty pharmacy division in Orlando, Florida and included a concurrent company-wide call center wallboard configuration effort covering multiple sites. The Verint Workforce Optimization implementation delivered explicit functional capabilities, notably the Pause and Resume capability used to ensure PCI compliance for credit card and TELECHECK subscription payments, plus configuration of agent metrics and enterprise call center wallboards. Work included an upgrade path, with the Verint Workforce Optimization solution subsequently upgraded to version 11.2 as part of the program to sunset version 10. Integration work tied Verint Workforce Optimization to the Perform Specialty CPR+ application to manage sensitive payment flows, and the wallboard and agent metric configurations were rolled out to Orlando, PerformRX, PerformSpecialty and Philadelphia call centers. The program used consolidated project plans developed with the Verint vendor to coordinate internal IT and business resources, testing and training activities. Governance and delivery were managed through a Technical Delivery and Project Management structure, which controlled consolidated vendor and internal resource plans, testing schedules, training rollouts and the project budget. The implementation was executed on a compressed schedule driven by contract deliverables and was delivered on-time and on budget. Outcomes explicitly recorded in project notes include ensured PCI compliance for payment handling through the Verint Pause and Resume capability and standardized call center agent metrics and wallboard configurations across multiple sites.
Carnival Corporation UK	Leisure and Hospitality	11000	$1.6B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2010	n/a	In 2010, Carnival Corporation UK deployed Verint Workforce Optimization for Workforce Management across its UK contact centre operations. The rollout targeted three customer booking contact centres supporting P&O Cruises and Cunard Line and providing UK call centre support for Princess Cruises, Holland America Line and Seabourn, where staff handled around 5000 calls per day. The Verint Workforce Optimization implementation included Impact 360 Workforce Management, Quality Monitoring, Blue Pumpkin Forecasting and Scheduling, and integrated Avaya Call Recorder to unify recording, quality and scheduling capabilities. Verint Workforce Optimization was used to orchestrate forecasting and scheduling workflows, manage adherence and agent scheduling, and centralize quality monitoring across the booking centres. The deployment was integrated with a broad contact centre and communications stack, including Avaya CM6 telephony, Avaya IP Agent and Avaya OneX Communicator softphones for home workers, and Avaya CMS for call monitoring. Operational integrations also encompassed Proteus Call Logging Software, Avaya Call Recorder, Exterity audio visual systems, Cisco Telepresence and Polycom video conferencing, Cisco Jabber unified communications, BT One Bill billing analysis for fixed estate, and mobile device billing analysis covering 1200 devices, plus on board VSAT satellite systems for ship connectivity. Operational governance emphasized ITIL aligned change controls, technical design and programming of Avaya call flows, and service desk escalation for complex issues, with the implementation team providing expert technical guidance and ongoing maintenance. Carnival Corporation UK positioned Verint Workforce Optimization as the central Workforce Management system for its customer booking operations, while maintaining cross functional stakeholder liaison to support scheduling, quality, recording and communications workflows.
	Insurance	8975	$6.2B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2023	n/a
	Banking and Financial Services	250	$25M	Netherlands	Verint Systems	Verint Workforce Optimization	Workforce Management	2023	n/a
	Banking and Financial Services	10799	$28.3B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2020	n/a
	Professional Services	7206	$1.9B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2019	n/a
	Distribution	130000	$8.6B	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2012	n/a
	Professional Services	493	$101M	United Kingdom	Verint Systems	Verint Workforce Optimization	Workforce Management	2019	n/a

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