This Day On The Street
Continue to site right-arrow
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Cramer's Action Alerts PLUS - See his portfolio and get alerts BEFORE every trade. Learn more NOW!

Verint Targets Operational Excellence With Enhancements To Customer-Centric Workforce Optimization Software

Verint® 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 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 enhancements 1 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 performance.
  • 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, managers and 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 response scores.
  • 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 customer experience.

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.

1 of 3

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Try it NOW
Only $9.95
Try it NOW
14-Days Free
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
SYM TRADE IT LAST %CHG

Markets

DOW 17,776.12 -200.19 -1.11%
S&P 500 2,067.89 -18.35 -0.88%
NASDAQ 4,900.8850 -46.5560 -0.94%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs