Contact Center Solutions Featured Article

Verint's Impact 360 WFO Unifies Contact Center Technologies for a Global Customer

May 07, 2014

The features of the Impact 360 Workforce Optimization (WFO) suite from Verint (News - Alert) Systems are being used by a global information and measurement company to unify its contact center technologies.

Verint stated that its new customer—which remained unnamed in the announcement—understands the value of gaining visibility into employees across roles, levels and functions and that is reason it is standardizing its contact center software with Verint’s offering.

The Impact 360 is termed as a suite of enterprise workforce optimization software and services that can help an organization improve everything that impacts the customer experience, from interactions in contact centers to operations in branches, marketing and customer care, and the back-office.

Using the Impact 360, one can enhance internal processes and workflow performance, sort out patterns in customer and employee behavior and build customer-centric strategies that should help improve customer loyalty and retention.

The solution lets users to extract critical information from customer interactions to optimize workforce performance and also delivers the analytics to convert raw data to actionable insights that would enable them to know what’s happening but also why it is happening which should lead to faster and better decisions. It also lets users to uncover business trends and competitive advantages, in addition to helping connect customer care operations more tightly with the rest of the enterprise.

Verint’s customer should able to heighten its insight, satisfaction and performance using the quality monitoring, workforce management, scorecards and eLearning features that come packed with the Impact 360 suite along with added benefits like simplified and centralized administration and maintenance, and lower total cost of ownership.

Verint’s workforce optimization solutions will also ensure that businesses are able to serve customers better via more secure and cost effective means while at the same time realize deeper insights into the areas that impact customer experience.




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!