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

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