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Intelligence : Verint® Enterprise Workforce Optimization Solutions

Verint’s workforce optimization solutions are designed for small to very large organizations in traditional contact centers and other areas of the enterprise, such as the back office, remote offices, and branches, as well as by public safety centers. They can provide business and financial benefits, enable a foundation for continuous improvement through a closed-loop feedback process, and help improve collaboration among various functions throughout the enterprise.

Verint is a leader in the workforce optimization market with Impact 360®, the market’s first and only “fifth-generation” suite. With Impact 360, organizations can benefit from a solution set that is truly unified across the full range of capabilities—enabling them to capture, analyze and act on customer, business and market intelligence; gain a singular and complete view of individual customer interactions, experiences and histories; maximize information and workflow across functions; and take a Real Time at the Right Time™ approach to customer experience management. By mastering the balance between efficiency and effectiveness, businesses can drive customer loyalty, top-line revenue, customer service operating margins and compliance through continuous performance improvement.

Solution

Description

Quality Monitoring

Records multimedia interactions based on user-defined business rules and provides sophisticated interaction assessment functionality, including intelligent evaluation forms and automatic delivery of calls for evaluation according to quotas or contact-related criteria, to help enterprises evaluate and improve the performance of customer service staff.  Has available encryption to support the Payment Card Industry Data Security Standard.

Full-Time and Compliance Recording

Provides contact center recording for compliance, sales verification, and monitoring in IP, traditional TDM, and mixed telephony environments.

Workforce Management

Helps enterprises forecast staffing requirements, deploy the appropriate level of resources, and evaluate the productivity of their customer service staff.  Also includes optional strategic planning capabilities to help determine optimal hiring plans.

Voice of the Customer Analytics (Speech Analytics, Text Analytics,  and Customer Feedback Surveys)

Our speech analytics analyze call content for the purpose of proactively identifying business trends, enabling effective cost containment and customer service strategies, and enhancing quality monitoring programs.

Our text analytics enable business users to analyze customer interactions and feedback from a variety of internal and external sources, including,email, web chat, and social media channels.

Our data analytics apply our data mining technology to call-related information (metadata) and call content, as well as to productivity, quality, and customer experience metrics, to help enterprises identify hidden service and quality issues, determine the causes, and correct them. 

Our customer feedback analytics help enterprises efficiently survey customers via Interactive Voice Response (“IVR”), Web, or email in order to gather customer feedback on products, processes, agent performance, and customer satisfaction and loyalty.
Data Analytics Our data analytics apply our data mining technology to call-related information (metadata) and call content, as well as to productivity, quality, and customer experience metrics, to help enterprises identify hidden service and quality issues, determine the causes, and correct them. 

Performance Management

Provides a comprehensive view of key performance indicators (“KPIs”), with performance scorecards and reports on customer interactions, customer experience trends, and contact center, back office, branch, remote office, and customer service staff performance.

eLearning and Coaching

Enables enterprises to deliver Web-based training to customer service staff desktops, including learning clips created from recordings and other customized materials targeted to staff needs and competencies.

Desktop and Process Analytics

Captures employee desktop activity  and workflow across different applications, systems, and processes for visibility into  application usage, process bottlenecks, and more.

Workforce Optimization for Small-to-Medium Sized Businesses (“SMB”)

Designed for smaller companies (with contact centers), which increasingly face the same business requirements as their larger competitors.  Enables companies of all sizes to boost productivity, reduce attrition, capture and evaluate interactions, and help satisfy compliance and risk management requirements in a cost-effective way. 

Workforce Optimization for Public Safety

Includes quality monitoring, speech analytics, and full-time and compliance recording solutions under the brand Impact 360® for Public Safety Powered by Audiolog™.  Allows first responders (police, fire departments, emergency medical services, etc.) to record, manage, and act on incoming assistance requests and related data.