Products and Solutions
Gain Visibility, Drive Operational Efficiency, Meet Service Goals, Improve Quality and Compliance
Many organizations underestimate the impact that your back-office operations — such as order processing, billing, and account management — can have on your overall performance. Inefficiencies in one department can ripple into others, dramatically impacting the speed and cost of transactions and the overall customer experience.
Verint Impact 360 for Back-Office Operations helps organizations transform the way you run your operations. The solution’s ability to automate the capture of real-time activity and performance data across functions and sites breaks down intra-organization and data barriers, enabling organizations to identify opportunities for efficiency, productivity and service gains. With Impact 360 you can:
- Gain visibility and insight into your day-to-day operations to now know who is doing what, when, and for how long.
- Improve operational efficiency and cost management by creating a holistic model of your entire enterprise, capturing all work types, activities and volumes, and aligning these with resources across functions to improve employee utilization and reduce costs.
- Meet service goals through real-time, comprehensive workload balancing, enabling managers to re-prioritize at-risk items to ensure customer commitments are met.
- Increase quality and compliance by monitoring processing steps, providing personalized guidance, and improving employee skills to decrease errors, speed turnaround and improve the customer experience.
Impact 360 Desktop and Process Analytics for Back-office Operations
Capture real-time data at the desktop across different systems, applications, and processes to measure and improve employee productivity, proficiency and process compliance. You can see which applications employees use, including how they use them, when and for how long. The activities performed can be associated with specific processes, giving you the ability to map process flows, streamline processes, identify variances, find best practices, and correct behaviors to improve consistency, efficiency and compliance.
Impact 360 Desktop and Process Analytics offers a broad range of functionality, including :
- Application Event Triggering: capture key “events” on the desktop to log an activity, , tag transactions for easier retrieval and focused quality analysis, trigger an action, and send an alerts to managers, helping eliminate non-compliant practices
- Application Analysis: improve productivity by understanding how employees use applications and systems to perform their work and identifying idle or non-productive time, recapturing this hidden capacity for improved utilization
- Data Propagation and Personalized Guidance: reduce cycle times, errors and rework by auto-populating repetitive data, performing simple automations and providing pop up guidance and next step reminders
- Process Discovery: assess current state of work flow with real-time processing maps, find best practices and reduce process variability with redesign of processes
- Process Analysis: gain visibility into the process steps and handling time for all users based on actual behavior data.
Available as a standalone solution, or integrated with the Impact 360 Workforce Optimization suite, Desktop and Process Analytics can increase back-office operational efficiency and effectiveness by feeding desktop activity data into the Impact 360 Workforce Management and Performance Management solutions.
Video Podcast: Verint Personalized Guidance
Impact 360 Performance Management for Back-office Operations
Performance Management is a culture and continuous process that involves setting goals, communicating them consistently to everyone in the organization, regularly measuring performance against goals and taking necessary corrective action to complete the loop. Impact 360 Performance Management provides a single, standardized framework for capturing, analyzing, presenting and monitoring organizational and employee performance. Role-appropriate employee scorecards display actual performance information compared to goals, peers, and past history, for pre-defined and custom Key Performance Indicators (KPIs).
The scorecards empower employees to self-correct behavior on an ongoing basis for higher performance ratings. In addition, executive dashboards can display actionable performance information on a single screen, with customizable views of trends, service-level achievement, and leader boards, making it easy to compare performance between individuals and teams across the enterprise.
When coupled with select components of the Impact 360 Workforce Optimization suite, Performance Management augments traditional productivity metrics with dynamic information on individual and team performance. The solution can capture activities on the employee desktop, monitor intraday workloads and service levels, track work-item and work-queue data across disparate systems, and alert managers automatically to rising and falling service levels, excess capacity, deviations from plan, and more.
Performance Management can tie directly into the Impact 360 Coaching solution, automatically alerting managers to the need for additional coaching should performance fall below thresholds. Because the solution aggregates data from multiple systems automatically, it can free your managers from time-consuming, manual reporting, helping them focus on developing employees and driving better performance.
Using insight from the solution, you can tie the activities of individuals and teams to company goals, adjust training and processes as needed, and implement a cycle of continuous improvement.
Impact 360 Workforce Management for Back-office Operations
Balancing workload, staffing, and other resources across your service operations can be critical for delivering effective customer service and bottom line profitability. Impact 360 Workforce Management for Back-office Operations can collect data from disparate systems and automatically log volume and activity as work is processed. Using this information, you can forecast demand and predict your ability to meet deadlines given resource availability, skills, and equipment constraints, and proactively act upon at-risk items.
In its 5th generation, the solution has a depth of functionality specifically designed to meet the unique challenges of back-office operations. The solution provides a wide range of functionality, including:
Data Capture to collect data from disparate systems and the ability to create real-time, electronic logs of manual volumes and staff activities for optimum forecasting, scheduling, and productivity measurement.
Forecasting and Scheduling to forecast staffing needs down to the activity and position level and enable managers to redeploy staff and work intraday. Impact 360 replaces time-consuming, manual scheduling with an automated process fully integrated with seasonal and intraday forecasts and driven by the service goals of the work to be performed.
Strategic Planning to help managers develop staffing scenarios and evaluate the impact of such variables as seasonality, turnover, new hiring timelines, and skill needs on staffing requirements and budgets.
Intraday Management and Workload Balancing to track volumes, backlog, and various metrics against forecast and send notifications when they deviate from plan.
Work Item Tracking (WIT) allows managers to track individual items and their aging and helps managers understand which items might not meet service goals through its predictive capabilities.
Reporting which automates many administrative tasks and includes many standard reports as well as the ability to create customized reports for more sophisticated analysis.
Impact 360 Quality Monitoring for Back-office Operations
Processing and quality problems in the back-office can contribute to customer dissatisfaction, call volumes and increased operating costs. It is more critical than ever to deliver consistent, accurate and thorough goods and services. Impact 360 Quality Monitoring for Back-office Operations automates the capture of employee transaction screens, and the administrative tasks associated with monitoring, tracking and measuring organizational and employee performance, while providing visibility into the quality of work performed.
The solution’s online evaluation forms make it easy to monitor and evaluate employee performance. You can view employee desktops and transactions in real time or define business rules to capture them automatically, enabling you to focus on interactions by customer type, escalations to supervisors, compliance issues, and more. Captured screen interactions are tagged and stored automatically for easy, intuitive search and replay. The automated and streamlined processes free up manager time for employee coaching and development. The solution also helps raise the bar on employee performance by using actual transactions and evaluations to clearly illustrate errors and opportunities for improvement to the employee.
Impact 360 eLearning for Back-office Operations
In the back office, as in other parts of the enterprise, ongoing training is critical to optimizing employee performance. Yet, few operations can afford to let service levels slide while staff attends classes. Additionally, many back-office employees may work from remote or home offices, making classroom training costly and impractical. Impact 360 for Back-Office Operations provides Web-based eLearning functionality that delivers training right to employee desktops.
With the solution you can develop interactive eLearning content in just a few hours using basic skills. You can also create and edit learning clips from interactions that your organization has recorded to highlight best practices and areas for improvement. Or you can use AICC-compliant courseware purchased off the shelf.
Impact 360 for eLearning for Back-Office Operations enables staff to complete training courses during down time and quiet periods without leaving their desks. Pop-up alerts and email notifications inform users about scheduled learning events, such as lesson assignments, lesson times, or lessons approaching a due date. Impact 360 eLearning augments classroom training and promotes best practices and desired behaviors throughout your back-office operations. The solution is a practical way to address employee skill gaps and bring staff up to speed on processes, programs, and regulations.
Impact 360 Business Assessment and Consulting Services
Verint’s goal is to help ensure customer success by providing world-class services that offer measurable results and a rapid return on investment. Our consultants have deep knowledge and experience in back-office production management, business processes, and change management programs across many industries, including financial services, insurance, retail, telecom, outsourcing, and more. Experts in back-office operational efficiency and effectiveness, they can help you transform the way you run your operations and drive operational excellence.
Our consultants work with you to baseline your operations, design an operating model specific to your needs, and create a change management program to help you achieve and sustain your strategic goals. In addition to custom consulting engagements, Verint provides specific services offerings.
Impact 360 Operational Analysis
A pre-implementation consulting service, this offering is designed to help your business understand the value of our Impact 360 Workforce Optimization software and services within the context of your own operations. Working with team members from your organization, our consultants gather information about your enterprise to define your business goals, practices, critical success factors and create a current picture of your operations. Based on this data, we create a detailed analysis on the specific ways in which Impact 360 solutions can deliver value and return on investment.
Impact 360 Post-installation Optimization Assessment
After completing major software rollouts, organizations can sometimes be challenged with leveraging their new applications effectively to realize optimal value. We can help your organization understand the depth and breadth of the functionality you’ve implemented, how effectively you’re using your Impact 360 solutions, and how you can further operationalize it to share information and drive decision making across your business.