Following the
December launch of its next-generation, enterprise workforce optimization (WFO) suite, Verint Systems Inc. today announced Impact 360 Express, which delivers world-class WFO to contact centers in the small and medium sized business (SMB) market. Part of the Verint Witness Actionable Solutions business line’s WFO solution set, Impact 360 Express is available exclusively through the company’s broad, global distributor and reseller partners.
Verint’s Kristyn Emenecker, Principal Consultant, Solutions Marketing, says, “The crux of this announcement is that we’re bringing workforce optimization, this ‘WFO’ concept, to the small-to-midsize business market. We’re defining this SMB market as the sub-200 seat market. So we’re looking at contact centers having 200 seats or less, approximately.”
“I worked in this marketplace quite a bit, and companies in this space have often had either recording and quality management offered to them, or they’ve had some other components of a workforce optimization suite,” says Emenecker, “but not all of it was robust, or not all of the components were offered by the same company. Oftentimes, what happens is that you’ve got a small company which produces recording or QM technology, and perhaps it partners with somebody else for workforce management or e-learning capabilities if they happen to even have such a partnership that provides that. And because they can’t get into the ‘higher-scale’ enterprise-level of the market, they offer their products that have achieved maybe two dozen implementations to the SMB market. The market sees a lot of these companies.”
“What’s exciting about what we’ve doing is that Verint is obviously a market leader and thousands of enterprise implementations are being done,” says Emenecker. “Verint offers a product that is mature, a vetted, award-winning, and cutting-edge. We’re taking that Workforce Optimization Suite and we’re scaling it down to a single server solution that is targeted, both from implementation and learnability standpoints as well as from a price standpoint, to the small-to-midsize business.”
Today’s contact centers continue to be challenged with striking the balance between driving sales, managing operating costs and ensuring high-caliber customer experiences. This can be particularly true for SMBs where resources can run tight. Impact 360 Express is designed for smaller companies in the healthcare, financial services, telecommunications and other key vertical industries with contact centers, all of which increasingly face the same business requirements as their larger competitors.
Impact 360 Express is a WFO solution designed to capture customer intelligence and optimize workforce performance. It features quality monitoring/recording and workforce management embedded with complementary software components that enable companies to manage performance and focus on staff training and development. As a result, businesses can record, evaluate and store customer interactions; automate and simplify forecasting and scheduling; turn recorded customer interactions into best-practice training scenarios; and deliver skills-improving courses and feedback to agents.
With Impact 360 Express, SMBs can benefit from comparable functionality, performance and productivity gains as large, multi-site, distributed enterprises. The solution can help identify trends, spot potential problems, and proactively address them, as well as streamline business processes, satisfy compliance and regulatory requirements, better manage disputes and minimize losses, and help deliver world-class customer experiences.
Designed for rapid results through streamlined implementation and training, Impact 360 Express further reinforces Verint Witness Actionable Solutions’ ongoing investment in and commitment to building and enabling its global channel partners.
“We understand how important it is for small and medium sized businesses to maintain a competitive edge, and no competitive offering on the market today comes close to delivering WFO software and services to SMBs at this price,” says Nancy Treaster, Senior Vice President and General Manager, Verint Witness Actionable Solutions.
“For customers seeking an affordable, leading-edge solution — one they can get up-and-running quickly from a single provider — the search ends with Impact 360 Express,” adds Treaster. “The solution makes it possible for companies of all sizes to boost productivity, reduce attrition, and capture and evaluate interactions, as well as satisfy compliance and risk management requirements. Delivering a robust WFO solution to SMBs is critical for our global partners and the customers they serve. This is, and will continue to be, a key area of focus for us.”
Impact 360 Express allows companies to select specific capabilities for use in their contact centers today, with the flexibility to add additional functionality as their needs change and operations grow. The solution can be implemented quickly without expensive hardware or middleware
. For more information about Impact 360 Express, visit www.verint.com or call 1-800-4VERINT.
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Richard Grigonis is Executive Editor of TMC’s IP Communications Group. To see more of his articles, please visit his columnist page.
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