Formed by the combination of Verint and Witness Systems, Verint Witness Actionable Solutions offers innovative solutions for contact center, branch, and back-office operations.
Impact 360, Impact 360 Express, and Audiolog: Powerful Solutions for Contact Centers and Public Safety Organizations
Verint® Witness Actionable Solutions® offers Impact 360®, Impact 360 Express, and Audiolog™ to help call centers and multimedia contact centers and public safety organizations with workforce optimization, recording, and a wide range of other customer-focused activities.
Impact 360: Analytics-driven, Enterprise Workforce Optimization
Impact 360 is part of the Verint Witness Actionable Solutions portfolio of innovative contact center solutions. The industry’s broadest suite of unified software and services for analytics-driven workforce optimization, Impact 360 is designed for large, multi-site contact centers, virtual centers, and outsourced or offshore operations.
Impact 360 can help organizations gain unprecedented visibility into performance, operations, and customer intelligence across the enterprise. By capturing information on workforce performance, customer interactions, customer service processes, and customer loyalty, Impact 360 Workforce Optimization can help your contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience.
Impact 360 provides a wide range of functionality:
Recording
Impact 360 Recording helps you capture, store, analyze, and manage your contact center interactions for compliance with industry regulations and reducing liability and loss.
Quality Monitoring
Impact 360 Quality Monitoring provides powerful agent evaluation and reporting capabilities, plus optional speech, screen, and performance analytics to improve agent performance, increase supervisor productivity, and focus quality programs on calls that have maximum business impact.
eLearning
Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages come with built-in, Web-based eLearning functionality that makes training available right from the agent desktop.
Impact 360 Coaching provides out-of-the-box workflow that ties agent coaching together with scorecards and training, helping contact centers provide employees with better guidance on how to develop and enhance their skills.
Speech Analytics
Impact 360 Speech Analytics analyzes call content to reveal the root causes of customer perceptions, business outcomes, and high call volumes. Impact 360 Speech Analytics helps you identify competitive threats and market opportunities and trends that might not otherwise be detected without listening to thousands of calls. To put speech analytics within the reach of smaller contact centers, Impact 360 Speech Analytics Essentials provides a flexible, out-of-the-box solution for searching, analyzing, and reporting on trends in recorded calls.
Data Analytics
Impact 360 Data Analytics mines the data associated with calls to reveal specific scenarios that can help or hurt your overall contact center performance. Used in combination with Impact 360 Workforce Optimization, Impact 360 Quality Monitoring, Impact 360 Speech Analytics, and Impact 360 Customer Feedback, Impact 360 Data Analytics is a key component of a multi-channel analytics strategy that can help surface the root cause of performance issues. It’s like having an army of analysts examine your contact center metrics to find the factors that can have the greatest impact.
Desktop and Process Analytics
Impact 360 Desktop and Process Analytics helps organizations address data privacy requirements while capturing employee desktop activity across different systems, applications, and processes.
Workforce Management
Impact 360 Workforce Management helps you simplify forecasting and scheduling, while providing performance management and eLearning capabilities.
Customer Surveys
Impact 360 Customer Feedback is a browser-based solution that uses short, context-sensitive, dynamic surveys to capture data on products, processes, staff performance, and customer satisfaction levels in real time.
Performance Management
Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solutions come with built-in performance management and scorecard functionality that enables you to track and analyze the performance of individuals, groups, and your contact center as a whole.
PCI and Recording Encryption
To protect your data when recorded, in transit, or in archives, optional functionality is available that uses AES-256 compliant encryption. This works with Impact 360 Recording and includes a separate key management system that enables you to move, archive, and store customer data, while protecting it from unauthorized access.
Application Analysis
By capturing desktop activities and application usage, Impact 360 Application Analysis helps you see employee workflow patterns and the root cause of inefficient internal processes that may cause unnecessary customer contacts into your contact center.
Impact 360 Express: Workforce Optimization for Small to Mid-sized Contact Centers
For small and mid-sized contact centers, Verint Witness Actionable Solutions offers Impact 360 Express. Available exclusively through our global channel partners, Impact 360 Express can help smaller centers reap the benefits of workforce optimization.
Audiolog: Mission-critical Recording for Compliance and Public Safety
Audiolog is designed for the public safety and compliance recording market. With Audiolog, control centers, emergency response centers, and similar organizations can meet mission-critical recording requirements and evaluate calls for quality. Audiolog is available exclusively through Verint Witness Actionable Solutions’ global channel partners.
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