|[December 17, 2012]
Verint Targets Operational Excellence with Enhancements to Customer-Centric Workforce Optimization Software
MELVILLE, N.Y. --(Business Wire)--
Systems Inc. (NASDAQ: VRNT) today announced enhancements to its
Impact 360® Workforce Optimization™ suite,
including enhanced workflows that provide contact center staff with
access to critical customer information which requires immediate action.
Armed with this data, customer service operations teams can make faster,
better decisions to help fulfill customer requirements; enable better,
more efficient service delivery; and support performance improvements.
In today's contact center environments, it can be a challenge to
identify and understand the root cause of issues quickly, especially
those that result in decreased performance across service
representatives. Verint's (News - Alert) workforce optimization (WFO) suite helps
address this need by offering deep business process integrations that
facilitate the rapid and seamless exchange of information, using
analytics and real-time alerting and notifications across the platform.
With the addition of more efficient workflows, the enhancements1
help supervisors, managers and agents immediately identify and
understand root causes that are preventing contact centers from
achieving the highest level of performance, and give them the insights
they need to take corrective action.
"The future of workforce optimization requires advanced analytical
tools, along with software unification through alerts and notifications,
to meet the growing demands faced by today's enterprises," explains
Nancy Treaster, senior vice president and general manager, strategic
operations, Verint Enterprise Intelligence Solutions™. "With
Impact 360, users have a solution that enables them to gain an
unprecedented enterprise view of workforce performance by leveraging a
unified WFO suite to streamline processes, uncover opportunities and
enhance service, sales and satisfaction. The playing field is once again
evolving with Impact 360's customer-centric WFO capabilities, and our
forward-thinking customers are leading the way."
Improving Performance Through Customer Interactions
The latest enhancements to Verint's Impact 360 Workforce Optimization
software facilitate a greater and more rapid understanding of root
cause, such as saving valuable time and providing answers to improve
performance and change behavior.
One-click access to relevant customer interactions. Frontline
supervisors and managers can benefit from one-click access to the most
relevant recorded interactions from employee scorecards, and can then
assign coaching and eLearning as needed. This helps to identify agents
that are negatively impacting a customer satisfaction key performance
indicator (KPI) and provide development opportunities to improve agent
Instant replay of agent interactions. The popular
timeline report in Verint's Impact 360 Desktop and Process Analytics™
solution displays recorded interactions, providing context to help
understand the root cause of employee desktop behavior. By replaying
the relevant interactions, managersand supervisors can get a complete
picture of what users are doing to pinpoint anomalous behavior.
Visual cues from recorded calls. With a transcript that
provides visual identification of words and categories used throughout
a customer interaction, call evaluators can quickly navigate to
relevant parts without having to listen to the entire conversation.
Segmentation and interaction targeting. Users can
analyze customer interactions based on customer and/or business
segmentation that have been pre-defined to easily categorize calls
based on issues important to the organization-such as customer type,
customer lifetime value, product or services used and/or survey
Insight to process failures. Analysts can determine
where the actual execution of a process is failing or perhaps reaching
sub-optimal status. This can help organizations identify the correct
measures of performance and put metrics in place that drive success at
the overall operation level, as well as help ensure the optimal
Delivering Proactive Notifications to Provide Insight-Driven Action
Businesses can uncover valuable, previously undiscovered information by
using Impact 360 to investigate real-time alerts and notifications. Take
into consideration the thousands of transactions occurring every day, as
well as the multiple staff members across the enterprise. These groups
need to know how to manage information effectively and get it to the
right person and teams at the right time. Verint's robust alert
notifications provide organizations with a logical analytics-driven
method to identify areas that change or require rapid attention,
designate owners to guarantee action is taken and manage insights to
build predictive workflows.
Among the supporting enhancements and specific features are:
User-defined alerting. Based on user-defined
rules, an alert is triggered to notify designated users that a contact
or an evaluation was added or removed from a flagged workflow folder
requiring their attention.
KPI-driven alerting. When a KPI falls below an
acceptable threshold, an alert is triggered to notify designated users
that action is required.
KPI-driven coaching. When an employee's
performance KPI falls below an unacceptable level, an "out or range
alert" is triggered and a coaching session is automatically scheduled
for the employee via the software's workforce management scheduling
Speech-triggered alerting. When a specific word
or phrase is detected in a customer interaction, an alert is triggered
and the designated employees are notified. This real-time response
provides an opportunity to identify issues and create workflows to
immediately address the issues that impact customer satisfaction
before more customers are impacted.
For more information about Verint's customer-centric Workforce
Optimization and Voice of the Customer Analytics™ software,
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help
organizations of all sizes capture and analyze customer interactions,
sentiments and trends across multiple channels, improve performance and
optimize the customer experience. The solution portfolio includes the
Impact 360® Workforce Optimization™ suite and
Voice of the Customer software, which serve as strategic enterprise
assets for increasing customer satisfaction and loyalty, enhancing
products and services, reducing operating costs and driving revenue.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable
Intelligence® solutions and value-added services. Its
extensive portfolio of Enterprise Intelligence Solutions™ and
Security Intelligence Solutions™ helps worldwide
organizations capture and analyze complex, underused information
sources-such as voice, video and unstructured text-to enable more
timely, effective decisions. More than 10,000 organizations in 150
countries, including over 85 percent of the Fortune 100, use Verint
solutions to improve enterprise performance and make the world a safer
place. Headquartered in N.Y. and a member of the Russell 3000 Index,
Verint has offices worldwide and an extensive global partner network.
Learn more at www.verint.com.
This press release contains forward-looking statements, including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management's expectations
that involve a number of risks and uncertainties, any of which could
cause actual results to differ materially from those expressed in or
implied by the forward-looking statements. For a detailed discussion of
these risk factors, see our Annual Report on Form 10-K for the fiscal
year ended January 31, 2012 and our Quarterly Report on Form 10-Q for
the quarter ended October 31, 2012 and other filings we make with the
SEC (News - Alert). The forward-looking statements contained in this press release are
made as of the date of this press release and, except as required by
law, the Company assumes no obligation to update or revise them or to
provide reasons why actual results may differ.
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WITNESS, VERINT VERIFIED, VOVICI, GMT, AUDIOLOG, ENTERPRISE INTELLIGENCE
SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER
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CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks
mentioned are the property of their respective owners.
1 Generally available in March 2012
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