Enterprise DNA

Instead of Verint Workforce Management

Stop renting Verint Workforce Management. Own your contact centre planning.

We build your version around your queues, service level targets, shift patterns and agreements, bring your Verint or Calabrio history across, and run it for you through Omni by Enterprise DNA.

Verint's own price document lists Workforce Management at £317.83 per named employee a year, excluding VAT, with Quality Management and TimeFlex priced separately.

Get your version built See it working
  • check_circleYour data in a database you own
  • check_circleOpen source, no lock-in
  • check_circleBuilt and run by Enterprise DNA

What the licence covers

Every planner, team leader and agent is a named licence

Verint does not put prices on its website. Its pricing document for UK public sector buyers, dated December 2025, shows how the bill is built. All figures are per year and exclude VAT.

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A licence for every named employee

Verint Workforce Management is listed at £317.83 per named employee a year, covering hosting, maintenance and support.

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A cheaper tier that does less

Workforce Management Essentials is listed at £211.89 per named employee a year.

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Quality management on top

Quality Management is a separate line at £125.21 per named employee a year.

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Time off sold as another product

Verint TimeFlex is a separate line at £192.62 per named employee a year.

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Volume pricing at the top end

The Enterprise edition is priced by volume, at £481.56 per thousand interactions a year.

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A test environment priced on its own

Sandbox environments are separate lines, from £20,065.00 a year each.

Your own planning desk

From last month’s calls to next Monday’s roster

Forecast

A forecast you can read line by line

Built from your own half-hour history, with every adjustment named and every odd day visible.

  • check Six weeks of the same weekday and half hour, averaged per queue
  • check Planner adjustments for billing runs, campaigns and known events
  • check Outage and holiday days found and left out with a reason
  • check Last month’s accuracy, over or under, by queue

Staff

Know where you are short before the day starts

Agents needed for each half hour against your service level target, compared with who is actually on the phone.

  • check Breaks, meals, training, coaching and approved leave taken off
  • check Projected service level for the roster as it stands
  • check Who is rostered below contract hours and could cover
  • check This morning’s drift carried into the rest of today

Roster

Rosters that check themselves

Every shift and break is checked against the rules your people work under, with the source written next to it.

  • check New Zealand rest and meal break minimums
  • check Contract Call Centres Award meal, minimum shift, rest and notice clauses
  • check Every change to a published shift kept with its notice and reason
  • check Branded rosters and change notices ready to send

Decide

Answer the questions planners actually get asked

Leave, overtime and coaching questions answered from the same records, in plain words.

  • check What approving a leave request does to each half hour
  • check Adherence drift by agent, with the notes beside it
  • check How much shrinkage budget is left once breaks and coaching are planned
  • check A Monday review written from the week’s gaps, leave and rule checks

Make it yours

Design your own Verint Workforce Management replacement

Everything starts from the open-source base. Then it gets your name, the parts you run, your rules and your data from Verint Workforce Management. Try it here, and we build the real one.

2. What it runs

3. Make it fit

4. Your colour

Your business · your Verint Workforce Management replacement Your version
YB Your business

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Answered from your own database

Build my version

We build it from the open-source base, bring your Verint Workforce Management data across and run it for you.

What it looks like

Ask it like you would ask a colleague

Real answers from the demo data that ships with Contact Centre Scheduling for Claude Code. It runs in Claude Code inside the Claude app, so it feels like any chat you already use.

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Contact Centre Scheduling for Claude Code

Connected to your own database

If I approve the leave requests waiting, where do we end up short?

LV-004

Agent
C04
Name
Mei Chen
Queue
CLM
Kind
annual
Starts on
2026-11-04
Ends on
2026-11-04
Days waiting
6
Newly short
5
Already short
6
Verdict
approving opens new gaps

LV-001

Agent
G02
Name
Ben Whitfield
Queue
GEN
Kind
annual
Starts on
2026-11-02
Ends on
2026-11-02
Days waiting
3
Newly short
4
Already short
4
Verdict
approving opens new gaps

LV-003

Agent
E01
Name
Rangi Tuhoe
Queue
EML
Kind
annual
Starts on
2026-11-28
Ends on
2026-12-02
Days waiting
2
Newly short
0
Already short
0
Verdict
beyond the 14 day forecast

Ask it anything

Ten questions this version answers

These run against the free version today. Verint has its own reports and analytics. The difference here is that you own the records and the rules, and you ask in your own words.

chat_bubble If I approve the leave requests waiting, which half hours go below the agents we need?
chat_bubble Claims is running hot this morning. If it holds, how many half hours are short this afternoon?
chat_bubble Which shifts break the five hour meal rule, the ten hour rest, or the New Zealand break minimums?
chat_bubble Which published shifts changed with less than a week’s notice, and who changed them?
chat_bubble Which days in our history are pushing the forecast up or down?
chat_bubble How far off was our forecast last month, and was it over or under?
chat_bubble How much of our shrinkage budget is left for sickness once breaks, coaching and leave are planned?
chat_bubble Who is rostered below their contract hours next week and could cover a gap?
chat_bubble What service level does next Monday’s roster project at 10:00 on claims?
chat_bubble Which agents have drifted below 85 per cent adherence, and what do their notes say?

Switching

How to switch from Verint Workforce Management

In practice, the move involves exporting your interval history and agent list, mapping your setup, checking the import, and running both systems side by side before you switch.

  1. 1

    Export your Verint records

    Export queue statistics by 30-minute interval and your agent list from Verint Workforce Management as CSV. Choose how much interval history to bring across. Check that the export includes the columns you need, and confirm the available export options with Verint if you are unsure what your account allows.

  2. 2

    Run a test import

    Load the exported records into the new database using its import process, starting with a test run. The import supports interval history and agent lists from Verint exports. Before loading records for real, check that the columns match and map any fields that differ from the new system’s expected records.

  3. 3

    Review the import findings

    Read the test run findings before importing for real. Identical rows are skipped if you repeat an import, but a half-hour already recorded with different figures stops the whole file. Resolve any column or data conflicts, then load the records. Rosters, skills, and routing settings vary by setup and need to be mapped separately.

  4. 4

    Run both systems side by side

    Keep Verint running while you check the new system against it over a short period. Compare interval history, forecasts, staffing gaps, and rosters, and confirm the results fit how your planners work. Check how agents will receive shifts too. Self-service swaps, shift bids, and a phone app do not carry over automatically.

  5. 5

    Switch off Verint

    Once you have checked the imported records and are satisfied with the new process, move your planning work to the new system and switch off Verint Workforce Management. Keep any records you still need according to your own business and record-keeping requirements. The new system stores records in a database your business owns.

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Where the real effort goes

The main work is usually mapping your fields, rosters, skills, routing settings, and business rules to the new system, then deciding how much history to bring across. The import can bring in interval history and agent lists, but not every part of your Verint setup transfers automatically. If you have Enterprise DNA install and run it for you, they handle this mapping and migration as part of the setup.

Not ready for a call?

Get your Verint Workforce Management switch plan by email

We will send you the step-by-step plan for moving your business off Verint Workforce Management, what the move really involves, and how we would do it for you.

One email with your plan. No spam, and you can unsubscribe any time.

Three ways to own it

Choose who builds and runs your version

Open source

Do it yourself

Free code. Your hosting and agent costs.

  1. 1 Clone the repo, run npm install and npm run demo
  2. 2 Open it in Claude Code, Codex, OpenCode or Cursor and type /attention
  3. 3 Read the switch guide and dry-run your Verint interval export
  4. 4 Set each queue’s service level target and each agent’s award
Get it on GitHub

Built around your business

We customise it

One setup fee, then an agreed retainer

  • check Your queues, targets, shift patterns and break rules
  • check Your Verint or Calabrio history mapped and checked
  • check Multi-skill planning, an agent app or a roster board if your floor needs one
  • check Your phone system and payroll connections built and tested
Get your version built

Omni by Enterprise DNA

We run it for you

One setup fee, then a retainer

  • check Installed and operated through Omni by Enterprise DNA
  • check Interval history and adherence loaded every day
  • check Staff permissions, backups and connections set up
  • check Your Monday review and roster checks done each week
Talk to Sam

Questions

Instead of Verint Workforce Management, answered

Can it really work out how many agents we need? expand_more

Yes. It uses Erlang C, the same queueing maths workforce tools have used for decades, against each queue’s service level target, answer time and maximum occupancy. You can see the contacts, handle time and agents needed for every half hour, and the projected service level for the roster you have.

Can you bring our Verint or Calabrio history across? expand_more

Yes, as a checked migration. Queue statistics by half hour and the agent list export to CSV, and the free version imports both after a test run. Rosters, skills and routing settings vary by setup, so we map those as part of your build and run both systems side by side before you switch.

Our agents use an app to see shifts and swap. What happens to that? expand_more

The free version sends rosters as drafts the planner shares. If your floor relies on self-service swaps, shift bids or a phone app, we build that into your version. Tell us how your agents work today and we scope it with you.

Does it know the award and the break rules? expand_more

It checks rosters against the New Zealand rest and meal break minimums and the Contract Call Centres Award meal, minimum shift, rest and notice clauses, with each source written down. Which award or agreement covers each person stays your call, and the checks are prompts, not legal advice. We add your enterprise agreement’s rules during setup.

What does Enterprise DNA charge? expand_more

One setup fee, then a retainer for the agreed work. Sam scopes the migration, the customisation and the running of it with you. The code is free to run yourself, with your own hosting and support costs.

Show Sam next Monday’s roster

In a 30-minute call, walk Sam through a busy Monday, a leave request you were unsure about and the report you wish you had. Sam will scope your version and what it takes to bring your Verint records across.

Book 30 minutes with Sam Get the free version

Contact Centre Scheduling for Claude Code is free and open source, published by Enterprise DNA.

Done paying for Verint Workforce Management?

Get your version built