Verint workforce optimization solutions 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 offers quality monitoring solutions to meet a wide range of contact center needs. From simple to sophisticated, contact centers around the world rely on our quality monitoring solutions to help them increase revenue, enhance customer satisfaction, and manage performance, processes, and costs.

Organizations around the globe rely on Verint recording solutions for full-time and compliance recording. We offer recording solutions for call centers, contact centers, and trading rooms of all sizes, whether they use traditional time-division multiplex (TDM) recording or Internet protocol (IP) recording—or both.

Having the right number of employees—with the right skills—in place at the right time is a critical link in delivering superior customer service and managing costs.  Verint offers enterprise workforce management (WFM) solutions to help organizations strike the optimal balance between workload and staffing—in contact centers and across the enterprise, including  branches and back-office operations.

Managing performance and productivity is no easy task, given the multiple functions, disparate systems, and complex processes typical of the enterprise customer service environment.  Impact 360 Performance Management provides a single, standardized framework for efficiently tracking, managing, and improving individual and team performance across your enterprise, from contact centers and branches to back-office operations.

The cost and quality of customer service depend heavily on employee efficiency and accuracy. Work can slow to a crawl when systems are cumbersome, applications are complex and unintuitive, or business processes are flawed.  That’s why Verint offers Impact 360 Desktop and Process Analytics, a solution that provides insight into how employees use applications and systems to perform their work in contact centers, branches, and back-office operations.

Building and keeping employee skills sharp can be a continual challenge for many organizations, particularly as products, services, processes, and staffing change over time. That's why many of our Impact 360 solution packages come with built-in, Web-based eLearning functionality that can deliver training right to the employee desktop.

Impact 360 Coaching is a practical solution to help contact centers and back-office operations make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking employee coaching, helping organizations offer employees better guidance on developing and enhancing their skills.

Nothing can tell you more about your business than the voice of your customers, but the sheer number of recorded customer conversations in your contact center can easily exceed your ability to review and analyze them. With Impact 360 Speech Analytics, you can glean valuable intelligence from thousands—even millions—of customer calls quickly, so you can take action quickly.

Collecting, analyzing, and acting on what your customers say is critical for improving satisfaction—and for ensuring the ongoing success of your organization. With Impact 360 Text Analytics, you can capture feedback from multiple channels, interpret it in the context of business objectives, and empower your organization to drive change.

The relationship you have with customers and employees is constantly evolving. To stay ahead of the competition, progressive organizations actively listen—they gather, analyze, and act on feedback that helps enhance products, improve loyalty, and increase revenue. With Verint Enterprise Feedback Management, organizations can centralize customer and employee feedback across multiple channels of interaction, then take action quickly.

What do customers really think about your business? With Impact 360 Customer Feedback, your contact center can solicit valuable input from customers via short, context-sensitive, dynamic surveys delivered over the IVR. With Impact 360 Customer Feedback, you can gain insight into the effectiveness of your people, products, and processes, helping you take action quickly. So you can do more than simply measure customer satisfaction—you can influence it.