Call Center Scheduling Featured Article
Verint Enhances Impact 360 Workforce Management Software
Verint Systems Inc. has announced enhancements to its next-generation Impact 360 Workforce Management (WFM) software from Verint (News - Alert) Witness Actionable Solutions. The solution now enables the contact center to create more flexible scheduling options, monitor back-office work activities more efficiently, manage backlog and model forecasts to meet service levels and processing deadlines.
This software from Verint is designed to help enable global requirements for Time Banking and Time Off Accrual management. At the same time, the solution adds new capabilities and flexibility to the forecasting and scheduling of staff.
For instance, time banking enables modeling and tracking of annualized hour banks mandated in employee contracts; and time off accrual that allows for the detailed and flexible modeling of rules associated with how employees accumulate vacation. For those staff members with exact matching skills, the software offers further functionality to enable the swapping and bidding for shifts.
New capabilities for back-office operations extend Verint’s strength in the back office workforce optimization market. Work Item Tracking is one enhancement that simplifies set-up, viewing and drill-down into workloads by age of individual items. Linked Queue Forecasting expands on existing multi-queue forecasting by defining linkages based on workflow from one queue to the next.
This is especially beneficial in back-office environments where it is common for a given work item to pass through many steps, often involving many people. The result of these capabilities is more efficient and effective workflow throughout the organization.
'Workforce management solutions continue to deliver attractive and demonstrable rates of return. In today's economic climate, executive management teams are placing greater emphasis on the features and functionality provided by the technology because it provides an exceptional business case,' said Dick Bucci, principal, Pelorus Associates, in a statement.
'Forward-thinking vendors are also extending and offering workforce management software beyond the contact center, and Verint Witness Actionable Solutions is showing substantial growth in this area. In fact, the organization experienced the strongest gain in overall market share over the last couple of years in workforce management.'
The user interface has been enhanced through workforce management, performance management, coaching and eLearning solutions, all accessible to users with disabilities to meet Section 508 guidelines. The solution also supports Job Access With Speech (JAWS), a software program created to eliminate barriers in information technology.
'Striking a balance between managing multiple sites, staff schedules and customer expectations has only compounded the challenges an enterprise already experiences. These enhancements to the next-generation Impact 360 Workforce Management solution are in response to customer needs and compliance standards, and are designed to keep pace with where the industry is headed in respect to scheduling practices and trends,' said Nancy Treaster, general manager and senior vice president, Verint Witness Actionable Solutions.
'These WFM additions also serve as a reflection of our extensive experience and understanding of the unique challenges of managing workloads, performance and productivity in back-office operations.'
In other Verint news, the company announced last month that it had acquired Iontas, a privately-held provider of desktop analytics solutions for approximately $14.8 million. Iontas’ desktop analytics solutions will be tightly integrated into Verint’s Impact 360 Workforce Optimization suite.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Patrick Barnard