Operations Productivity

Create a single source of operational truth to empower managers and improve performance

Increase employee efficiency and effectivenessĀ by quantifying ā€œtime earnedā€, improving the cadence of work processed, and ensuring there are enough back-office resources to execute the work

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Back-Office Webinars Now Available On-Demand

Hear how customers transformed their back-office operations into customer care centers and improved employee productivity.

Hear Their Stories
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  • 20%

    20% Increase in employee effectiveness

  • 29%

    29% Available capacity identified

  • 105%

    Increased employee effectiveness from 75% to 105%

CustomersĀ 

Verint partners with iconic brands to balance back-office costs while improving service and close the Engagement Capacity GapĀ 

Create a Comprehensive Operational Dashboard

Eliminate inefficiencies created by organizational and data silos by creating a single source of truth for operational data.

Building on the employee activity data captured byĀ Verint Operations Visualizer,Ā Verint Operations ProductivityĀ (formerly Work Manager) connects the work, processes and people, regardless of source system or location, into a single operational dashboard. This ā€œmission controlā€ helps back-office managers cost effectively meet their service goals.

Hear How Capitaā€™s ā€œMission Controlā€ Helped Them Improve Turnaround Times by 70%

Understand Workload and Skill Requirements

To meet their service goals, managers ofĀ back-office operationsĀ not only need to understand the workload (work types, volumes, handle times and service goals), but also the availability and skill levels of their resources.

Verint Operations Productivity captures all these data points and helps managers juggle new volumes and existing backlog as well as peaks and valleys in demand to ensure SLAs are being met.

Hear How RSA Reduced Its Backlog by 40%

Increase Back-Office Employee Effectiveness

To meet their service goals, managers ofĀ back-office operationsĀ not only need to understand the workload (work types, volumes, handle times and service goals), but also the availability and skill levels of their resources.

Verint Operations Productivity captures all these data points and helps managers juggle new volumes and existing backlog as well as peaks and valleys in demand to ensure SLAs are being met.

Hear the Nationale Nederlanden Success Story

Create Accurate Capacity Plans

Prevent over or understaffing with more accurate capacity plans. Operations Productivity captures all work volumes, handle times and service goals, regardless of source system ā€“ even manual work items, to create a comprehensive demand forecast.

The solution then calculates the number and skill sets of resources youā€™ll need to execute the work. Accurate capacity plans can help you maximize resource utilization and meet your service goals at the right cost.

Watch the Video: The Right Cost of Service

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Expand Your Capabilities

Operations VisualizerĀ gave you real-time visibility.Ā  Operations Productivity helped you improve the productivity and effectiveness of your employees.

The next step in your back-office evolution is to:

  • Automate the allocation of work to increase resource utilization
  • Improve the quality and consistency of the work
  • Remove any processing bottlenecks that prevent you from hitting your SLAs/service goals.

Learn howĀ Verint Operations ManagerĀ solution can help you level up to best-in-class operations.

Learn More
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