Optimize Performance and Delight Your Customers
Imagine having insight into your customers’ wants and needs—insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors.
Imagine knowing how effectively your organization delivers a pleasing customer experience—not only in the contact center, but across all the areas of the enterprise that “touch” customers in some way.
Imagine having visibility into your day-to-day operations, understanding who’s doing what, when, and how, giving you the information you need to drive operational efficiencies, meet service goals, and improve processing quality and effectiveness.
Now, imagine being able to put all of this information together into a comprehensive, unified approach for managing the customer experience.
Verint Workforce Optimization solutions can help you do all this, and more. Our customer-centric workforce optimization solutions can work across your entire enterprise, as well as in contact centers, branch operations, marketing and customer care, back-office operations, and financial compliance. With Verint Workforce Optimization solutions, you can capture and manage information about your customers and performance, then use it develop predictive insights for driving measurable, sustainable business results.
Enterprise Workforce Optimization
Verint offers workforce optimization solutions that work across the enterprise, helping organizations gain deeper visibility into organizational performance and customer needs. By leveraging this intelligence, your business can better engage customers, deliver a more consistent customer experience, and gain valuable insight for continually refining products, services, processes, operations, and staffing.
Verint’s portfolio of enterprise workforce optimization products includes:
- Impact 360 Workforce Optimization
- Impact 360 for Retail Financial Services
- Impact 360 for Back-Office Operations
- Impact 360 for Financial Trading
Brochures:
- Impact 360 Workforce Optimization
- Impact 360 for Retail Financial Services
- Impact 360 for Back-Office Operations
Datasheet:
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Contact Center Solutions
Today’s contact centers come in many sizes and have a wide range of requirements. That’s why Verint offers workforce optimization solutions for different types of contact centers, including single- and multisite, virtual, outsourced, and offshore centers.
From traditional, telephone-based call centers to complex, multichannel contact centers, our workforce optimization solutions are proven and practical. They capitalize on Verint’s rich technical heritage, which encompasses solutions developed by Blue Pumpkin Software, Witness Systems, Mercom, Iontas , and Vovici, a Verint Company.
In fact, Verint is the first provider in the industry offering a fifth-generation enterprise workforce optimization solution. Our Impact 360 suite sets new standards for total cost of ownership, depth of functionality, system administration, real-time enterprise collaboration, navigation, and ease of use. It can help organizations improve workforce performance and optimize service processes.
For smaller contact centers, our Impact 360 Express and Audiolog solutions offer robust functionality for capturing calls and data, monitoring quality, and more.
Brochures:
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Branch Operations Solutions
Retail financial institutions depend heavily on branch offices to provide a local presence for their customers—and must balance branch productivity and performance with revenue generation, service quality, customer satisfaction, cost containment, and staff retention. Verint provides a range of products and services to help retail banks optimize branch operations.
Our portfolio of solutions for retail financial services includes:
- Impact 360 for Retail Financial Services workforce optimization suite to enable accurate forecasting, planning, and scheduling of branch staff, and much more. This retail branch solution is available via a traditional software deployment, as well as through managed, hosted, and subscription services designed to meet the needs of smaller, community banks.
- Impact 360 Desktop and Process Analytics for Retail Financial Services to assist with sales effectiveness, promote best practices, and measure application usage and adherence.
- Impact 360 Advanced Scorecards and Coaching to measure branch and employee key performance indicators and trigger training to improve performance.
- Branch Experience Surveys to capture customer feedback on their sales or service experience in the branch to drive decision-making.
- Branch Time Studies and Consulting Services to provide actionable data to banks, implement best practices, and increase sales volume and productivity of branch staff.
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Marketing and Customer Care Solutions
Today, it’s more important than ever to engage with customers, capture and analyze their feedback, and use it to make better decisions across your enterprise. Verint’s Voice of the Customer Analytics solutions can help you achieve this goal. Marketing and customer care executives in a broad range of industries rely on our solutions to better understand the customer experience, drive satisfaction, optimize operations, and increase revenue.
Verint Voice of the Customer Analytics solutions offer powerful functionality for marketing and customer care, including:
- Impact 360 Speech Analytics for analyzing recorded calls
- Impact 360 Text Analytics for analyzing text-based communications, including email and social media
- Verint Enterprise Feedback Management for capturing customer feedback across different channels of interaction, including Web and mobile devices
- Impact 360 Customer Feedback for capturing customer feedback through IVR and email surveys
Datasheets
- Impact 360 Speech Analytics
- Impact 360 Text Analytics
- Verint Voice of the Customer
- Impact 360 Customer Feedback
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Back-Office Operations Solutions
Back-office performance can have a significant impact on customer loyalty and business profitability, but can be highly complex to capture and analyze. With Impact 360 for Back-Office Operations, you can gain unprecedented visibility into your back-office operations, helping you improve quality, productivity and process consistency; meet service-level agreements; and reduce resource and processing costs.
Impact 360 for Back-Office Operations is a comprehensive, workforce optimization portfolio for addressing virtually every facet of back-office operations, with:
Desktop and Process Analytics to promote best practices and measure application usage and process adherence.
Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards.
Workforce Management to align your staff with your workload and reduce resource costs.
Quality Monitoring to automate the capture of employee screens and the administrative tasks associated with monitoring, tracking and measuring employee and organizational performance.
eLearning to rapidly address skill gaps and changes in processes, programs, and regulations.
Consulting Services to baseline your operations, design an operating model specific to your needs, and create a change management program to help you achieve your goals.
Datasheets:
- I360 for Back-office Operations
- Impact 360 for Desktop and Process Analytics for Back-Office Operations
- Impact 360 Performance Management
- Impact 360 Quality Monitoring for Back-office Operations
- Impact 360 eLearning
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Financial Compliance Solutions
Financial institutions and trading rooms are typically required to record and archive their voice interactions to ensure compliance with requirements from local and international central banks, security commissions, and government regulations. Impact 360 for Financial Trading is a proven, reliable system for capturing, indexing, and retrieving trader calls quickly and appropriately, regardless of where they were recorded in the organization.
Financial institutions and trading rooms are typically required to record and archive their voice interactions to ensure compliance with requirements from local and international central banks, security commissions, and government regulations. Impact 360 for Financial Trading is a proven, reliable system for capturing, indexing, and retrieving trader calls quickly and appropriately, regardless of where they were recorded in the organization.
In addition to Impact 360 for Financial Trading, Verint offers optional encryption functionality to help ensure compliance with the Payment Card Industry Data Security Standard (PCI DSS) and other security requirements.
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INFOGRAPHIC
See the new Infographic built from results of the 2012 customer satisfaction survey conducted by Ipsos-Mori. Click here.
