Integration

Insperity: Scaling Contact-Center Performance with Verint Workforce Optimization

company overview

Insperity is a leading provider of comprehensive HR solutions. By combining expert services with cutting-edge technology, Insperity simplifies HR management, empowering businesses to focus on growth while ensuring employees thrive. The company’s contact center provides critical HR-related services to businesses nationwide, supporting client success through exceptional service delivery.

Location

Kingwood, TX

Industry

Human Resources

Employees

5000

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

Lack of voice and screen recording limited the ability to monitor agent interactions, provide coaching, or meet compliance requirements.
Salesforce chat and SMS interactions were not integrated with Verint, creating blind spots in quality assurance and customer service oversight.
Workforce scheduling was managed manually using spreadsheets, leading to frequent scheduling conflicts, overstaffing, and underutilization.
Supervisors lacked real-time visibility into agent adherence, making it difficult to respond to changing call volumes or agent availability.
Absence of centralized historical data limited the accuracy of forecasts, resulting in reactive staffing decisions and inconsistent service levels.

solutions

Configured Verint Workforce Management (WFM) to meet Insperity’s operational needs
Imported historical forecast data to improve future scheduling accuracy
Enabled voice and screen recording across all channels, including Vonage telephony and Salesforce chat/SMS
Established organizational hierarchy, activity definitions, and skill mapping for accurate tracking and reporting
Conducted readiness testing and delivered tailored training to drive adoption

results

100 % Interaction Visibility — Multichannel voice & screen recording now captures every customer touchpoint, accelerating QA reviews and simplifying compliance audits.
Accurate Forecasting & Staffing Efficiency — Historical data import and automated forecasting align schedules with demand, cutting over- and understaffing.
Lower Administrative Overhead — Automated PTO approvals and real-time adherence monitoring free supervisors for higher-value coaching and planning.
Optimized Agent Utilization — Skill-based planning and activity-level tracking minimize scheduling conflicts and balance workloads.
Proactive Intraday Staffing — Real-time schedule adjustments absorb call-volume surges without resorting to overtime.

Scalable Workforce Framework — A future-ready WFM foundation that flexes with growth, new channels, and evolving service goals.

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