Workforce Management Feature Article
December 19, 2012
Verint Targets Operational Excellence with Enhancements to Workforce Optimization Software
By Amanda Ciccatelli, TMCnet Web Editor
In contact center environments, it can be a challenge to identify the cause of issues quickly, especially those issues that result in decreased performance across agents. The thousands of transactions that occur every day, as well as the numerous staff members in the enterprise need to know how to manage information effectively and get it to the right person at the right time.
Fortunately, Verint (News - Alert) Systems Inc., a provider of actionable Intelligence solutions and value-added services, has introduced enhancements to its Impact 360 Workforce Optimization (WFO) suite, including enhanced workflows that provide contact center staff with quick, easy access to critical customer information.
“The future of workforce optimization requires advanced analytical tools, along with software unification through alerts and notifications, to meet the growing demands faced by today’s enterprises,” explains Nancy Treaster, senior vice president and general manager, Strategic Operations, Verint Enterprise Intelligence Solutions, in a statement
Today, Verint Enterprise Intelligence Solutions help any sized organization analyze customer interactions and trends across multiple channels, improve performance as well as optimize the customer experience. The solution portfolio includes the Impact 360 WFO suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction, enhancing services, reducing operating costs and driving revenue.
Verint’s WFO suite offers business process integrations that facilitate the exchange of information, using analytics and real-time notifications. Additionally, the enhancements help managers and agents immediately identify root causes that are preventing contact centers from reaching the high level of performance, and give them the insights they need to take action.
“The playing field is once again evolving with Impact 360’s customer-centric WFO capabilities, and our forward-thinking customers are leading the way,” continued Treaster.
The enhancements to Verint’s Impact 360 WFO software facilitate a rapid understanding of root cause, such as saving valuable time and providing answers to improve performance. Managers can benefit from access to the recorded interactions from employee scorecards, and can then assign coaching as needed, helping to identify agents that are negatively impacting a customer satisfaction KPIs and provide development opportunities for improvement.
So, businesses can uncover valuable information by using Impact 360 to investigate real-time alerts and notifications. Verint’s alert notifications provide organizations with an analytics-driven method to identify areas that require attention and designate owners to guarantee action is taken to build predictive workflows. Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Jamie Epstein