Verint® Systems Inc. (NASDAQ: VRNT) today announced that a managed care health plan provider is implementing its Impact 360® Workforce Management™ (WFM) in a number of its back-office and contact center operations 1. The software—which includes advanced solutions for staff forecasting and scheduling, scorecards and strategic desktop and process analytics—will help the organization plan, forecast demand and build more accurate staffing models to effectively manage resources and workflow, reduce costs and increase productivity. As an existing Verint customer, these capabilities will serve as a complement to the organization’s current use of Impact 360 Workforce Optimization™ in its contact centers.
The managed care health plan provider looked to Verint to help address its need for more in-depth insight and reporting capabilities to support its growing back-office operations departments. While the provider had internal resources pulling reports on key performance metrics, volume forecasts and projected staffing needs, an automated Actionable Intelligence ® solution was what it sought to take its nurse case management, service operations, claims processing and customer experience to the next level.
With automated scheduling based on service levels, the health plan provider will be able to align resources to work types, helping ensure it has the most appropriately-skilled staff available to meet workload requirements, patient needs and broader business objectives. This is especially critical in its case management function, where highly skilled nurses are managing patient care. Putting Verint’s workforce management suite to work in contact center and back-office operations helps decrease errors, identify trends and allows an opportunity for the organization to implement process changes—which can enhance and drive operational efficiencies.
As part of its deployment, the organization also is implementing Verint’s desktop and process analytics capabilities, which provide real-time visibility into employee desktop activities across different systems, applications and processes. With this functionality, it can measure productivity, proficiency and process adherence, and gauge system and application use and effectiveness.