Verint provides unprecedented visibility into back-office operations, with powerful solutions for optimizing your workforce and reducing costs.

Workforce Optimization Solutions for Back-Office Operations

Impact 360 back-office solutions for improving quality and productivity and reducing costs

At A Glance
Comprehensive back-office workforce optimization portfolio: forecasting and scheduling, strategic planning, application usage and process adherence, performance management, and eLearning Helps improve staff productivity, process adherence, SLA compliance, and the customer experience Identifies bottlenecks, inefficient processes, underutilized resources, and misuse of company systems and data Automates forecasting, scheduling, and quality/process analysis across teams and divisions Quantifies the impact of changes prior to implementation Designed to work seamlessly with leading BPM solutions

At A Glance

Comprehensive back-office workforce optimization portfolio: forecasting and scheduling, strategic planning, application usage and process adherence, performance management, and eLearning
Helps improve staff productivity, process adherence, SLA compliance, and the customer experience
Identifies bottlenecks, inefficient processes, underutilized resources, and misuse of company systems and data
Automates forecasting, scheduling, and quality/process analysis across teams and divisions
Quantifies the impact of changes prior to implementation
Designed to work seamlessly with leading BPM solutions

Impact 360 Workforce Optimization Overview

Verint^® Impact 360^® for Back-Office Operations provides powerful tools for enhancing back-office quality, productivity, and process consistency, while reducing resource and processing costs.

The Verint Impact 360 for Back-Office Operations portfolio includes:

Forecasting and Scheduling to align your staff with your workload and reduce resource costs. Impact 360 can forecast staffing needs down to the activity and position level and enables managers to redeploy staff and work intraday based on a unique mix of location-specific requirements. Impact 360 replaces time-consuming, manual scheduling with an automated process fully integrated with seasonal and intraday forecasts.

Desktop and Process Analytics to promote best practices and measure application usage and process adherence. Impact 360 captures and analyzes staff desktop application usage to help you understand who is working, the activities that they’re handling, and the time they spend on each task. Impact 360 provides valuable insights on whether your business applications and processes are easy to use and whether your staff is using them properly.

Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards. Verint works with you to define key performance indicators (KPIs) that are meaningful to your business and the processes, staffing requirements, and skills necessary to achieve these goals. Drawing on data captured in Impact 360 Back-Office solutions and your other business systems, Impact 360 provides a real-world, graphical view of employee performance that is meaningful to both managers and employees.

Strategic Planning to determine the optimal mix of full-time, part-time, and flex-time resources to accommodate current and future demand. Using Impact 360 Forecasting and Scheduling data, Impact 360 Strategic Planning creates “what if” modeling to help managers evaluate the impact of such variables as turnover, new hiring timelines, and skill requirements on staffing requirements and budgets.

eLearning to rapidly address skill gaps and changes in processes, programs, and regulations. Impact 360 Web-based eLearning lets you automatically assign and deliver targeted or just-in-time training to staff desktops, enabling employees to improve their knowledge and skills as their schedules permit, minimizing impact on service levels. With Impact 360 eLearning, you can create content in house, use AICC-compliant “off-the-shelf” courseware, or develop best practice learning clips from recorded interactions or transactions.

What Industries Use Impact 360 for Back-Office Operations?

Verint has implemented Impact 360 for Back-Office Operations for financial services, insurance, transportation, retail, healthcare, and utilities organizations worldwide. Read how Impact 360 for Back Office Operations has helped our customers achieve significant performance improvements. And find out how Impact 360 can help your organization. Contact Verint today.