Verint's Workforce Optimization Software Deployed at Office Depot

Verint Systems, a provider of workforce optimization (WFO) solutions, has announced that Office Depot, a global supplier of office products and services, selected the Impact 360 Workforce Optimization suite from Verint (News - Alert) Witness Actionable Solutions.

Impact 360 will enable Office Depot to engage in a multi-phased, multi-country rollout of the unified, analytics-driven workforce optimization suite, company officials said.

By optimizing its contact center network with Impact 360, Office Depot is targeting benefits such as more effective forecasting and scheduling, comprehensive operational reporting through Impact 360's integrated dashboard, and increased insight and market intelligence with customer feedback surveys and speech analytics, according to company officials.

The pan-European contract was secured by Sabio, Verint’s U.K. partner and specialist contact center systems integrator. Sabio is deploying and supporting the Impact 360 solution in Office Depot's contact centers in the U.K., Ireland and the company's DACH/Benelux region.

“At Office Depot, we're committed to providing the highest standards of customer service and dedicated to optimizing performance across our European contact center network by deploying best practice solutions and processes,” said Alexander Jaross, senior manager, Customer Service and Teleaccount Management Europe at Office Depot, in a statement.

The company selected Verint after realizing that Verint and its Impact 360 software could offer a completely integrated workforce optimization approach across all the different components, Jaross added. Additionally, Sabio has a strong reputation in the industry and has proven its ability to deliver comprehensive workforce optimization projects for many of Europe's largest organizations.

In addition to leveraging workforce optimization and integrated reporting capabilities of Verint solution, Office Depot is also deploying Verint technologies such as integrated customer focus surveys and advanced speech analytics to give us a greater understanding of their customers' needs.

“We're particularly excited about the rollout of speech analytics in the U.K. and Ireland, as we're convinced that the ability to capture real-time actionable intelligence from calls can give us real competitive differentiation,” Jaross said. 

David Parcell, managing director, EMEA, Verint Systems, commented, “Given the breadth of Office Depot's pan-European customer contact operation, it was important for the company to have a workforce optimization approach that could be configured to meet specific demands for different European countries.”

Impact 360, according to Parcell, allows organizations to access as much next-generation functionality as it requires. “We look forward to Office Depot reaping the benefits from deploying Impact 360 in its contact center operations, including all the value that comes from a unified workforce optimization solution -- such as the ability to increase quality of service through fewer resources and at a lower cost.”

Back in December ,Verint announced its Impact 360 for Public Safety Powered by Audiolog solution passed interoperability testing with the OpenSky R7 and P25 R6 Trunked Radio Systems from Harris Corp., a provider of advanced critical radio communication systems for government and industry, according to a TMCnet report.