Company: Verint, Melville, NY
Company Description: Verint® (NASDAQ: VRNT) is a leader in customer experience (CX) automation. The world’s most iconic brands - including more than 80 of the Fortune 100 companies - use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Contact Center Solution – New or New Version
 Nomination Title: Verint TimeFlex Bot
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 327 words used.
Contact center agents face mounting pressures to meet performance goals and resolve complex issues, often leading to burnout and long hours. At the same time, agents increasingly seek flexibility and control over their schedules to achieve better work-life balance. Contact center leaders are challenged to meet customer demands while ensuring agent wellness and maintaining productivity. Verint’s TimeFlex Bot addresses these issues by combining real-time scheduling with AI-driven forecasting to align the needs of both the organization and its agents.
As part of the Verint Open Platform, the TimeFlex Bot uses advanced artificial intelligence (AI) and workforce management (WFM) forecasts to create a seamless, frictionless scheduling process. This improves agents' work-life balance and dramatically reduces managerial review and approval time. The result is tangible business outcomes, including increased agent satisfaction, lower attrition and higher operational efficiency.
The TimeFlex Bot introduces the concept of FlexCoins, which agents can earn and spend to adjust their shifts. A sophisticated pricing model assigns values to shift changes, encouraging agents to cover less desirable shifts (e.g., overnight, holidays) by offering more FlexCoins. Agents can then use these coins to swap shifts that better fit their personal needs. More FlexCoins are earned by making changes that improve the overall forecasting performance. This balance between agent flexibility and business needs enhances both agent and customer experience, with some industry experts calling it the "Uberization" of the contact center.
Easily integrated into existing WFM systems, the TimeFlex Bot requires minimal agent training and can be deployed in just 30 days, ensuring rapid ROI without disrupting operations. Its AI-driven forecasting capabilities analyze historical data to optimize staffing for peak periods and specialized tasks, resulting in improved performance and reduced absenteeism.
Verint’s TimeFlex Bot has demonstrated a 25% reduction in agent attrition on average and significantly increased employee experience (EX), particularly for shift-based workers who benefit from greater scheduling flexibility. This innovative solution is essential for modern contact centers seeking to balance operational needs with agent wellbeing.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 166 words used.
The following case studies and product resources highlight the tangible outcomes delivered by Verint’s TimeFlex Bot:
Industry and Influencer Commentary:
Leading analysts recognize the TimeFlex Bot as the "Uberization" of contact center scheduling, balancing agent flexibility with operational efficiency, such as those from Valoir View: TimeFlex Bot and the “A Few Good Minutes - The Uberization of the Contact Center 8 Months Later” podcast.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
Launched in March, 2024 (announcement details here).
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 348 words used.
High agent turnover is a major cost for contact centers, affecting recruitment, training, team management and customer service due to less experienced or qualified agents. The National Association of Call Centers estimates that replacing an agent costs around $6,500, with annual attrition rates ranging from 50% to 120%. To tackle this issue, the Verint TimeFlex Bot offers an effective solution by balancing customer and agent needs with real-time scheduling and forecasting, helping reduce turnover and drive better business results.
Since its launch in 2024, the Verint TimeFlex Bot has delivered dramatic business outcomes. On average, customers have reported reducing attrition by 25% along with immediate ROI within 30 days of deploying and improved employee engagement metrics.
Customers consistently report high satisfaction with the TimeFlex Bot, highlighting its positive impact on agent morale, retention and engagement. A telecommunications customer reported that within 90 days of implementation, they saw significant improvements:
- Attrition: Month-to-month attrition improved by 24%. From a starting baseline of 3%, attrition dropped to a three-month average of approximately 3%.
- Unplanned absences: Monthly unplanned absences improved by 24%—from a baseline of 20% to a three-month average of 16%.
- Schedule Efficiency: Schedule efficiency (the matching of resources to demand) also improved by 5%, increasing from 88% to 91%.
Based on these results, the telecom company decided to expand Verint TimeFlex Bot to its other contact centers, aiming to empower over 2,000 agents across its business. Upon full rollout, the company expects annual savings of $5.2 million and an ROI of 10.8X based on standard employee costs.
This year, Verint also finalized two significant contracts for implementing TimeFlex Bot: a $4 million agreement with a leading Australian bank to optimize scheduling for 4,500 agents and a prominent U.S. car rental company implemented the solution for its 400 reservation agents to address high attrition rates.
Industry analysts have praised the TimeFlex Bot’s innovative approach. Melody Brue, Vice President and Principal Analyst at Moor Insights & Strategy, likened the solution to "treating employees like grown-ups," emphasizing the transformative impact on employee satisfaction and operational agility.
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