Impact 360 Workforce Optimization
Capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and enhance the customer experience
Optimize Customer Service Delivery
In today’s business environment, customer service is everything. To stay ahead of the competition, you have to deliver first-rate service, consistently and cost-effectively, across different communications channels and locations.
Verint® Impact 360® Workforce Optimization is a workforce optimization solution combines software and services to help your business improve everything — from customer interactions in your contact center to underlying back-office business processes that impact the customer experience. With Impact 360 Workforce Optimization, you can gain a new level of visibility into processes, performance, and customer intelligence across your enterprise.
Impact 360 Workforce Optimization captures information on workforce performance, customer interactions, customer service processes, and customer loyalty to help your call center or multimedia contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience. It combines software and services into a single, unified contact center workforce optimization portfolio that includes:
- Quality monitoring
- Recording
- Speech analytics
- Data analytics
- Desktop and process analytics
- Workforce management
- Performance management
- eLearning
- Coaching
- Customer surveys
- Add-on options
- Best-practices consulting
Continually Improve Customer Service
Impact 360 Workforce Optimization provides a closed-loop system for continuous performance improvement, helping you to:
- Capture customer interactions in their entirety, selectively, on demand, or randomly.
- Analyze data from customer interactions to understand trends and root causes.
- Establish realistic forecasts and performance goals.
- Schedule and deploy the right number of staff with the appropriate skills.
- Collect customer feedback through IVR, Web, and email surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty in real time.
- Measure performance to identify execution issues and excellence.
- Make decisions that improve service delivery, efficiency, products, processes, and profits.
- Drive improvement by delivering targeted training and coaching or re-engineering processes.
- Refine your forecasts and performance goals based on key performance indicators and other valuable data you’ve collected.
Impact 360 is available as a comprehensive solution or in packages that target different areas of contact center operations. Complementary and optional functionality can be added to Impact 360 solutions to help you meet specific customer service requirements.
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