Verint Work Allocation Manager

Work Allocation Manager is the corporate software created for performance improvement of back offices and the mixed working groups (the front - and back offices), executions of articles of agreement about the service level (SLA – Service Level Agreement) by means of increase in productivity of work.

On January 29, 2015 the Verint Systems company announced an exit of addition to a solution portfolio for optimization of work with clients - Verint Work Allocation Manager.

Software collects data of several production systems and services for work with clients and distributes the current tasks between employees. These are common features for processing of claims, service of the credits and in other mixed and back office functional areas.

Verint Work Allocation Manager automatically places tasks of their priority, informing the organizations that their employees work on the necessary tasks in time suitable for this purpose, achieving the necessary goals. Work Allocation Manager helps to increase productivity and operational efficiency, reducing dead times and not allowing emergence at employees of uncertainty in to what task to start.

Using Verint Work Allocation, managers can control course of execution of tasks, volume of the forthcoming work and will have an opportunity to proactively reassign a task to other employee, to introduce necessary amendments. It can help to minimize need of crisis management and to reduce the need for expensive overtime works, to reduce quantity of errors and time of processings.

With distribution of the mixed working environments importance of automatic arrangement of a priority of tasks and the employees assistance in switching between different work types, such as call acceptance from clients, meeting online, work with e-mail and other tasks which are not connected with customer service increased.

Verint Work Allocation Manager provides to workers the list of the tasks assigned to them placed on a priority in the single interface on personal computers. It is based on:

• skills of the employee, his experience and current load. Many standard systems of routing distribute tasks between workers on the basis of their skills and certain business rules, but at the same time the load of the employee often is not considered.
• purposes and priorities of each task. Verint Work Allocation Manager helps managers to keep track of the relevance of tasks and terms required for their accomplishment and also to control observance of time frames at service of buyers.

Work Allocation Manager is the last addition to Verint Back-Office Workforce Management. It represents special opportunities for service of work of a back office: measurement of volume of a scope, forecasting of the possible extent of queue, tracking of working tasks, daily management and balancing of labor loading.

Verint announced availability of Work Allocation Manager, 2015