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Back-office operations are gaining importance as they play an important part in customer engagement and in ensuring their satisfaction. Workforce optimization (WFO) and other customer service solutions and workforce management software serve as critical productivity tools for contact centers and back offices.

Verint (News - Alert) had developed WFO solutions that are specifically made for back-office and vertical market applications. Verint’s workforce management solutions serve the needs of contact center markets, back offices and retail bank branches. The new performance management and eLearning features further help improve, schedule adherence and time utilization. They have helped clients in the insurance, banking and healthcare industries to gain better insights into employee activity.

Back-office refers to the department in a company which takes care of non-customer facing administrative, processing and operations activities that can improve or affect customer engagement. These include such things as payment processing, new account set up, claims, research and order fulfillment fall under this category. They are extremely critical since mistakes will lead to more calls to the contact center which will result in more work for the company’s back-office departments. This adds to the costs incurred by the company and also has negative impacts on the customer relationship.

Verint solutions help balance workloads and optimize utilization of resources which has augmented processing capabilities and throughput cost effectively. The simplified and centralized administration and maintenance has benefited Verint’s clients bottom lines significantly.

An international insurance organization that caters to customers in commercial and institutional organizations and also individuals has deployed Verint back-office operations featuring solutions like workforce management, performance management and advanced desktop analytics.

The deployment covering multiple sites and thousands of seats has been initiated by the client company to enhance corporate-wide operational excellence and also to reduce cost of operations. The global, standardized framework enabled by Verint unifies the insurance company’s businesses and serves customers via a single shared services support group.

Besides WFO, other customer service solutions from Verint include volume and data capture, capacity modeling, case management, work item tracking, knowledge management, forecasting and scheduling, strategic planning, application analysis and process analysis. All are used by companies in their back offices, contact centers and other departments to improve operations and ultimately have a positive impact on customer engagement.