Verint Enhances Impact 360 Workforce Optimization Products

Verint (News - Alert) Systems has announced enhancements to its Impact 360 Workforce Management or workforce optimization software from Verint Witness Actionable Solutions.

Company officials said the new capabilities let contact centers “create more flexible scheduling options, monitor back-office work activities, manage backlog and model forecasts to meet service levels and processing deadlines.”

The software helps enable global requirements for Time Banking and Time Off Accrual management, adding new capabilities and flexibility to the forecasting and scheduling of staff.

For example, the product allows modeling and tracking of “annualized hour banks” mandated in employee contracts by government labor laws, combined with the ability in Impact 360 Strategic Planner to optimize schedules, overtime, hours per week, vacation, training, hiring and even attrition over annual periods.

The capability can factor in weekly minimum and maximum work hour constraints and can be used globally for both contact centers and back-office operations.

Earlier this month, Verint Systems added enhancements to Nextiva EdgeVR, the enterprise-class IP-based network video recorder series from Verint Video Intelligence Solutions.

“Users can send and play pre-recorded audio messages through Nextiva EdgeVR. With this capability, organizations can monitor their video systems remotely and send appropriate audio messages in response to security scenarios, reducing the need to send security personnel onsite,” Read wrote.

The Impact 360 Workforce Management software allows for modeling rules associated with how employees accumulate vacation, company officials say, and helps validate and process time off requests, “reducing managerial overhead in processing queries and improving employee satisfaction and productivity.”

There are also capabilities for back-office operations, with enhancements such as Work Item Tracking, which allows for 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,” company officials explain: “The result of these capabilities is more efficient and effective workflow throughout the organization.'