Verint Impact 360 WFM Verint Workforce Management

The Impact 360 Recording, Impact 360 Express and Audiolog applications provide a recording capability for contact centers and services of public security and also record of crucial data.

The Verint Witness Actionable Solutions applications provide the recording capabilities satisfying the broad range of business needs including: Continuous record – Record in the centers of calls and multimedia contact centers is a crucial component of observance of obligations and responsibility. These records contain information for the dispute resolution and check of transaction.

IP record - the logger with the software allowing to write, index and use for search up to 100 percent of customer interactions using traditional, IP and the mixed technology of telephone communication is Impact 360 Recording. Enciphering of records and PCI – For data protection at record, transfer and archiving the option using enciphering according to AES-256 is offered.

Records of services of public security and crucial events – to increase quality of work of abnormal services, services of public security, dispatching offices, Audiolog provides reliable record of calls, information search, quality management.

In Impact 360 functions of quality control, the record TDM-and IP information, the analysis of voice signals and data, human resource managements, performance managements, e-learning and management of a feedback with consumers are implemented. A system is in operation about four months. It covered more than 1000 employees and allows to see online who and in what is engaged. And each 15 min. it issues the general report. Thanks to its implementation it is possible to speak about sharp reduction of unauthorized breaks in work and an increase in labor productivity of employees already today.

The Verint company announced in the fall of 2012 expansion of functionality of the Impact 360 Enterprise Workforce Management software package which optimizes personnel management and workflows. The last improvements in the solution Verint for personnel management give the chance to model a flow of works, allowing to optimize requirements to staff.

The solution Impact 360 Enterprise Workforce Management for work with which the user needs only the browser, models difficult back office transactions and makes the optimal diagrams focused, for example, on the purposes of complex quality improvement of customer service within processes, the including several queues of tasks. For increase in visualization the special interface which allows to represent and edit graphically the difficult queues of tasks connected among themselves is provided. New methods of linear programming do possible dynamic forecasting and load distribution in turn of tasks. Besides, functions of creation of diagrams optimize the planned actions, providing timely accomplishment of such multi-stage processes as submission of the mortgage.

2012: Verint will provide personal recommendations in real time

In January, 2013 Verint Systems announced implementation of the patented technology of personal recommendations Personalized Guidance within the solution Impact 360 Workforce Optimization. Thanks to this technology the analytics in real time by which it is possible to define actual reasons of problems and to receive instant recommendations in the course of customer interaction is provided to employees. Thus, agents not only can react flexibly online, thereby increasing service quality, but also to receive analytical data which then can be used at customer interaction or for optimization of workflows within the global strategy of the enterprise for work with clients.

In the big organizations contact centers become not only the channel of a customer support, but also the strategic tool which provides competitiveness thanks to effective work with clients. From customer interactions it is possible to take valuable data thanks to which the company will be able to improve the relation of clients to a brand, to reveal and eliminate undesirable errors, to influence the direction of development of products, and the most important - to solve the arising problems. Therefore the advanced organizations select multi-stage approaches to optimize these interactions and to improve work with clients. Nevertheless, clients not always receive worthy service.

Ineffective interactions: how to change a situation?

The reasons for which the operator does not manage to service the client up to standard can be the most different. It both the unfamiliar topic of conversation, and a lack of time for personnel training, and irrevocably broken workflow as a result of which the average time of a conversation with the client increases. Because of untimely implementation of new solutions the problem cannot be fixed at once at the first call of the client.

Applying the solutions Verint, the companies will be able to reach a number of the important purposes. But to guarantee successful result of each customer interaction, recommendations should be accurately formulated and form the single integrated platform and also meet the following requirements:

Define an actual reason of a problem. Irrespective of a type of a problem, analytics tools which will help to reveal the most priority interactions are necessary for managers. The technology of personal recommendations allows to carry out the detailed analysis to find the reasons, and then to develop and to timely apply the necessary recommendations.

Provide personal recommendations in real time. Before purposefully interrupting a conversation of the agent and client, it is necessary to be convinced that the solution provides the necessary recommendations in due time. Otherwise the result will be the return, and the quality of interaction which the company so aims to improve will decrease even more.

Integrate results. After the end of a conversation it is necessary to estimate service quality and efficiency of recommendations. The analytical data received according to the results of a call allow to implement changes in an operating cycle, key performance indicators, training or processes in addition to optimize workflow and to improve customer interaction. If the organization does not manage to integrate these results, then it will not be able to determine the value of solutions on the basis of personal recommendations and to reveal areas for further improvement.

Advantages of solutions of Verint with personal recommendations

Personal recommendations in complex strategy allow to implement solutions of Verint. Having learned about their advantages, you will understand why it is so important to reveal the most suitable recommendations and to implement the analytical data received during telephone negotiations in corporate workflows.

Providing necessary recommendations. Implement the same order of service at telephone negotiations which works within all initiatives of customer interaction and optimization of labor resources that the provided recommendations helped to improve quality of interaction.

The most effective use of the available technologies. The tools used to improvement of customer interaction and optimization of labor resources (speech and desktop analytics, analytics of processes, estimated cards for performance management), will help to improve technology of personal recommendations and to solve other problems of business.

Active actions on the basis of single solution. The offer of personal recommendations includes speech and desktop analytics, analytics of processes and estimated cards for performance management which together with other software tools form a single platform for identification of actual reasons of a problem and the analysis of workflows. This platform will be valuable addition and help for implementation of other strategic initiatives in which many organizations are already engaged. Our solution does not compete with them during time and resources, and opposite, forms a complete and effective system.