Verint Systems, a specialist in Actionable Intelligence solutions and value-added services, announced its Impact 360 Workforce Optimization software for Contact Centers has been successfully implemented by the specialty retailer, Cabelas, Inc.
Impact 360 Workforce Optimization for Contact Centers manages, analyzes and optimizes contact center customer service. As indicated, Cabelas completed implementing Verint’s solution across its five contact center sites in Nebraska.
"We were looking for much more than a technology solution,” said Sharrell Keane, director of customer relations. “One of the main reasons we moved to Verint Impact 360 was to engage with a true workforce optimization partner. We found that through Verint's unique ability to understand our business and objectives, they could map a solution most fitting to our needs.”
"Verint's reputation and vision, trusted advisor role and unique suite were all key factors in Cabela's selection of Impact 360 as a go-forward part of our customer service operations," Keane added.
Cabelas officials also clarified that the company selected Verint Impact 360 based on its unified software solution approach, and complementary functionality across quality monitoring, speech analytics, desktop and process analytics, performance management, eLearning and coaching, along with encryption management.
Impact 360 helps organizations gain value in such areas as the ability to capture and analyze the quality of customer interactions; maximize resources; increase visibility into staff performance; experience process efficiencies; advance security, including through the payment card industry data security standards; and keep the customer experience at the forefront.
It helps organizations acquire deeper insights into customers' wants and needs, enabling faster, more informed decisions on products, services and processes.
Implementation of the software has helped Cabelas automate functionality, analytics and intelligence tools it required to expand its focus on the customer experience, and offer a wide, distinctive selection of high-quality outdoor products at competitive prices.
Related news reports Verint will host a series of webinars continuing through June 28. In these upcoming webinars, the company’s subject matter experts will share their views on topics ranging from insurance workforce optimization, to best practices in quality assurance and speech analytics, to essential aspects of the quality assurance program.