Call Center Scheduling Feature Article
December 27, 2012
Verint Intros Enhancements to 360 Workforce Optimization Software
By Rajani Baburajan, TMCnet Contributor
Verint (News - Alert) Systems, a provider of Actionable Intelligence solutions and value-added services for call center scheduling, has upgraded its Impact 360 Workforce Optimization suite, offering advanced analytical tools along with software unification through alerts and notifications, to meet the growing demands faced by today’s enterprises.
The enhanced software provides contact center staff with access to critical customer information which requires immediate action. This helps them identify and understand the root cause of issues quickly, especially the ones affecting the performance across service representatives.
Verint’s workforce optimization (WFO) suite offers deep business process integrations that facilitate the rapid and seamless exchange of information, using analytics and real-time alerting and notifications across the platform.
The company has added more efficient workflows to help supervisors, managers and agents immediately identify and understand root causes that are preventing contact centers from achieving the highest level of performance, and give them the insights they need to take corrective action.
With the latest upgrades, Verint’s Impact 360 Workforce Optimization software facilitates a greater and more rapid understanding of root cause, such as saving valuable time and providing answers to improve performance and change behavior.
The new capabilities include one-click access to relevant customer interactions, instant replay of agent interactions, visual cues from recorded calls, segmentation and interaction targeting, insight to process failures and delivering proactive notifications to provide insight-driven action. Some of the supporting enhancements and specific features include user-defined alerting, KPI-driven alerting, KPI-driven coaching and speech-triggered alerting.
“With Impact 360, users have a solution that enables them to gain an unprecedented enterprise view of workforce performance by leveraging a unified WFO suite to streamline processes, uncover opportunities and enhance service, sales and satisfaction,” said Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions, in a statement.
“The playing field is once again evolving with Impact 360’s customer-centric WFO capabilities, and our forward-thinking customers are leading the way,” Treaster added.
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Edited by Amanda Ciccatelli