Integration
Insperity: Scaling Contact-Center Performance with Verint Workforce Optimization
Location
Kingwood, TX
Industry
Human Resources
Customer Segments
Small and mid-sized businesses needing HR support
Solutions Stack
- Verint Workforce Optimization Suite (WFO + WFM)
- Multichannel voice & screen recording
- Vonage telephony, natively integrated
At A Glance
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.
About the Company
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.
Overview
As Insperity’s contact center operations grew, the organization faced significant challenges managing workforce operations and monitoring agent performance. The absence of voice and screen recording capabilities hindered visibility into agent interactions across channels such as voice, chat, and SMS. Without integration between Salesforce and Verint, chat and SMS interactions were not captured—impacting quality assurance and compliance efforts. Additionally, reliance on spreadsheets for scheduling and adherence tracking introduced inefficiencies, delayed reporting, and reduced overall workforce agility.
Approach
SPAR Solutions partnered with Verint and Vonage to implement a tailored Verint Workforce Optimization (WFO) environment for Insperity. The engagement began with enabling voice and screen recording across all interaction channels and integrating Salesforce chat and SMS streams into Verint, giving supervisors complete multichannel visibility. Working closely with contact-center leadership, SPAR then defined the organizational hierarchy, activity codes, and agent skill profiles—configuration work that underpins accurate reporting, forecasting, and intelligent routing. To sharpen scheduling precision, the team imported historical workload data into Verint’s forecasting engine. Finally, SPAR ran readiness tests and delivered role-based training for supervisors and agents, ensuring rapid, confident adoption of the new platform.
Conclusion
Powered by Verint WFO, Insperity now monitors agent performance in real time, consistently hits SLAs, and delivers uniform service quality across voice, chat, and SMS. Automated scheduling and time-off management have streamlined workforce operations, while accurate forecasting and skill-based resource planning support continued growth. The scalable WFM framework positions Insperity to maintain operational excellence as the business evolves.
SPAR by THE Numbers
Let our numbers speak
At SPAR Solutions, we believe that numbers speak volumes, especially when they narrate tales of trust, dedication, and expertise. The numbers below describe not just our history as a company, but a promise of the unparalleled partnership we bring to every engagement.
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported
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