Corporate Performance Management

Corporate Performance Management

May 03, 2011

Verint Introduces First '5th-Generation' Enterprise Workforce Optimization Solution

Within an organization, the effective Enterprise Workforce Optimization solution helps to solve multi- objective optimization problems with reliability, availability, maintainability. Verint (News - Alert) Systems has introduced the latest version of the Impact 360 Workforce Optimization software -- the industry’s 5th generation of enterprise workforce optimization (WFO). 

According to a press release, Impact 360 equips organizations to benefit from full range of WFO capabilities—enabling them to capture, analyze and act on customer, business and market intelligence; gain a singular and complete view of individual customer interactions, experiences and histories; maximize information and workflow across functions; and take a customer experience management approach that's real time.

Dan Brown, Chief Information Officer for CredAbility. "We needed help building daily work schedules for our contact center representatives, and the Impact 360 Workforce Optimization solution from Verint has allowed us to meet demand from people in financial distress, such as those trying to avoid foreclosure, yet meet our scheduling needs. Our goal was to deploy a solution that would further enhance our clients’ experiences, while also improving our ability to forecast and schedule our agents’ flexibility, and accurately and more routinely track and manage adherence. Each day is different for us, and call volumes vary throughout the day, but this solution helps us meet our contact center goals while best serving our clients”.

The fifth-generation Impact 360 Workforce Optimization solution offers a strategic architectural pathway that sets new standards in the market for unified, enterprise WFO—including real-time enterprise collaboration, navigation and ease of use, total cost of ownership, simplified system administration and depth of functionality.

Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, commented that the fifth-generation enterprise workforce optimization solution sets a new standard for WFO and what it can bring to organizations in the way of acquiring voice of the customer and other key business insight, and then putting that intelligence into action through the most mature WFO platform in the market.

Jim Davies, Gartner (News - Alert) Research Director, noted, “If there is one word customer service organizations need to try to avoid it’s the word ‘siloed.’ Whether talking about voice of the customer technology or any of the solutions that comprise workforce optimization, all should be viewed from a broader unified suite perspective, rather than a collection of siloed applications.”

 In other company news, TMCnet reported that Verint Systems, a provider of workforce optimization (WFO) solutions, has announced that Office Depot, a global supplier of office products and services, selected the Impact 360 Workforce Optimization suite from Verint Witness Actionable Solutions.

Mandira Srivastava is a TMCnet contributor. She works as a full-time writer, ghostwriter and blogger, and has more than two years of experience in print and Web media. She has also worked on company brochures, website content and product descriptions, as well as proofreading and editing content. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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