Verint® Systems Inc. (NASDAQ: VRNT) today announced that a leading global information and measurement company will leverage its Impact 360® Workforce Optimization™ (WFO) suite to unify the company’s contact center technologies. Operating on a single, unified WFO solution, it stands to gain greater value than deploying point solutions, as well as benefit from simplified and centralized administration and maintenance, and lower total cost of ownership.
Impact 360 Workforce Optimization helps organizations such as this one improve the overall customer experience—from interactions in contact centers to operations in branches, marketing and customer care, as well as in back-office environments. According to Gartner, “Buying all components of a WFO suite as a stand-alone purchase will result in a TCO that is at least 20% higher over five years than buying WFO as an integrated suite solution.” 1 The powerful enterprise solution 2 offers unprecedented visibility into performance, captures and analyzes customer interactions, uncovers business trends and competitive advantages, in addition to helping connect customer care operations more tightly with the rest of the enterprise.
This global customer specializes in understanding consumer sentiment and trends. To standardize its contact center software with Verint’s solution only reinforces the fact that the organization understands the value of gaining visibility into employees across roles, levels and functions—and also capturing customer interactions for insight into products, services and more.
With functionality such as quality monitoring, this information and measurement organization has access to audio and screen recording to help increase operational effectiveness. Combined with workforce management, the added visibility into staffing, processes and work across areas of the enterprise that impact the customer experience can result in benefits tied to enhanced performance and reduced costs. eLearning capabilities help automate training, making it available right at the desktop at the most opportune time. This empowers and encourages companies of all sizes to build employee skills and drive awareness of new regulations, products, programs and more.