Workforce Management Feature Article
September 16, 2010
Travianet GmbH Implements Verint's Impact 360 Workforce Management Software
By Deepika Mala, TMCnet Contributor
The Impact 360 Workforce Management software from Verint (News - Alert) Witness Actionable Solutions has been implemented by Germany-based travianet GmbH, a premier provider of travel booking and fulfillment services.
To support 170 agents, Verint partner Tele'Train deployed the solution, which includes forecasting and scheduling, advanced adherence and reporting functionality, in three travianet contact centers. The travianet staff have also been trained by Tele'Train on the solution and provided consulting on process change management for best practice workforce management.
Holiday booking services for consumers, travel management services for companies, and booking fulfillment services for travel portals, shipping lines, airlines, hotels and other travel operators, are offered by travianet, with more than 2,000 active affiliates nationally. The organization, in order to accommodate its rapid growth, has opened two new service centers in the last year, making a total of three centers in Germany.
The company also plans to invest in a feature-rich and highly scalable WFM solution that would help anticipate customer and workforce staffing needs, schedule the right staff to meet demand and maintain a core focus on customer service excellence.
These objectives, coupled with its technology requirements, led to the selection of Verint and the purchase of Impact 360 Workforce Management in June 2010. "We have always adopted new technology to enable us to operate more efficiently. Now that we are expanding our business, we need more intelligent and time saving tools like Impact 360 to stay ahead in a rapidly changing environment," Bernd Kienle, managing director at travianet, shares. "Impact 360 will help us optimize and automate forecasting and scheduling, and its intuitive dashboard will enable seamless management of our agents."
For a real-time view into forecasted, actual and predicted volume--including the ability to establish profiles to model contact center volume behavior for marketing measures of its clients, the organization will be able to apply historical data. The company, through the Verint solution, also can configure email alerts and screen notifications to ensure that staff schedules are quickly adjusted to meet changing needs.
"Verint engineered Impact 360 Workforce Management to include key traditional functionality, along with adherence and performance management capabilities--all to help organizations reduce costs by simplifying processes and staffing to meet workload," Gerhard Wenzig, managing director of Tele'Train Germany, explains.
"At Verint, we're focused on providing robust workforce management technology in a simplified fashion--making it easier for our customers to deploy and achieve a tangible ROI from our solutions, while reducing risk and accelerating their time to benefit," David Parcell, managing director EMEA for Verint Systems, adds.
In related news, Telvista, an American call center outsourcer, is leveraging the next-generation Impact 360 program and value-added services from Verint Witness Actionable Solutions.
Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny