BPA Featured Article

Enhanced Verint WFO Unveiled

By Maurice Nagle, Web Editor
October 11, 2017

The demands of the modern, digital consumer require exceptional service. Extraordinary customer service begins with a mindset and team in place. Pair the customer service team with a robust workforce optimization solution, and gain an engaged squad of professionals eager to go above and beyond customer expectations.

This week, Verint (News - Alert) unveiled the new and improved Verint Workforce Optimization (WFO) offering. Embracing mobile, the enhanced solution brings secure mobile access to WFO applications, which means in the office or on the go, team members maintain productivity.

With a library of open APIs, the WFO’s automatic call distributor neutrality expands. Now customer engagement gains a boost from an augmented list of communications channels with an additional platform in place to support Skype (News - Alert) audio, chat, video, texts and call recording. Leveraging real-time analytics, the solution seeks ways to improve the customer journey and compliance.

“Verint’s new workforce optimization suite will take organizations a giant step forward in the quest to modernize their customer engagement approach with simple, open solutions that share intelligence to improve employee engagement and customer satisfaction,” says John Goodson, Verint SVP and general manager of products. “There are exciting new details within this enhanced WFO suite that display our passion for innovation and for our customers, and that provide the comprehensive, easy-to-use tools they need to satisfy today’s employees and consumers alike.”  

Data is the most valuable commodity in business today. The value of evaluating call, text and chat recordings cannot be overlooked. Tapping this lightning in a bottle, a company increases employment satisfaction and engagement while simultaneously delivering customers the same. Our data-driven, real time world demands only the best.

What WFO are you working with?

Edited by Erik Linask