Press Release Summary:
Impact(TM) 360 extracts and analyzes critical information from customer interactions to optimize workforce performance and improve customer service operations. It features quality monitoring, call recording, speech and data analytics, customer feedback, eLearning, as well as performance management. Users can combine their strategic forecasts with tactical forecasts to increase forecast accuracy.
Original Press Release:
Verint Witness Actionable Solutions Launches Next-Generation, Unified Workforce Optimization Suite
Unveils the Industry's First Analytics-Driven Workforce Optimization Software for Customer-Centric Enterprises
MELVILLE, N.Y., December 4, 2007 - Verint® Systems Inc. today unveiled the first end-to-end solution for analyzing customer service effectiveness and optimizing workforce performance. The company's next-generation Impact 360(TM) analytics-driven workforce optimization software and services break new ground for organizations striving to analyze and extract critical information from customer interactions to optimize workforce performance and improve the overall effectiveness of customer service operations to enhance the customer experience.
As a unified, analytics-driven workforce optimization offering, Impact 360 helps organizations improve the entire customer service delivery network - from contact centers to branch stores and remote offices to back-office operations. The next-generation Impact 360 suite includes a multitude of new functionality across quality monitoring and call recording, speech and data analytics, workforce management, customer feedback, eLearning and performance management to help improve the customer experience across virtually every customer touch point across an organization.
"We are very proud to be able to offer our customers and the market at-large a unified suite in such a short period of time after announcing the Verint combination with Witness® Systems," says Dan Bodner, president and CEO, Verint Systems. "The new combined business remains strongly committed to all legacy solution sets - so much so that we unified capabilities from across our portfolio to create the next-generation Impact 360 suite."
Adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, "It's clear that by capturing customer intelligence and improving workforce performance, organizations have the greatest opportunity to leverage technology to optimize the customer experience and achieve competitive advantage. Building on our base of industry leadership and experience, Verint and our partners are squarely focused on delivering tangible business outcomes for our customers. We are engineering the components customers want and expect from a single provider to work together in a unified way."
"Regardless of an organization or contact center's size and requirements, we have an offering designed to meet its specific needs today, as well as a path for growth as the company advances its customer service objectives," explains Treaster. "We designed the next-generation Impact 360 with our global customers' needs in mind."
In fact, the new analytics-driven Impact 360 workforce optimization suite is accessible along two paths with a common look and feel, and unified workflow for existing customers. The new solution serves as a simple upgrade path for Verint Witness
Actionable Solutions customers regardless of which legacy product they have installed.
1. For existing Witness Systems customers: The new Impact 360 suite includes enhanced versions of all of the unified Witness call recording, quality monitoring, workforce management, eLearning, performance scorecards and customer feedback surveys previously offered, converged with integrated new speech analytics functions, as well as new back-office operations features.
2. For existing Verint customers: The new Impact 360 suite includes enhanced versions of all of the integrated ULTRA(TM) enterprise quality management and analytics offerings, converged with integrated new workforce management, eLearning, performance scorecards and customer feedback survey functions.
Organizations can deploy the next-generation, enterprise-enabled Impact 360 offerings to capture customer intelligence, optimize the customer experience, increase customer satisfaction, improve customer retention, achieve customer loyalty, seize revenue growth opportunities and reduce costs across multiple customer contact center channels and into remote office, branch and back-office operations.
Significant new features, many of which are patent-pending, include call recording functionality that supports customers in meeting Payment Card Industry (PCI) data security standards; enhanced, integrated automated speech engine results for root cause analysis; intelligent strategic forecasting techniques; outbound forecasting and scheduling capabilities; integrated desktop application adherence; and extended workflow capabilities across the unified workforce optimization suite.
Verint Witness Actionable Solutions has outlined several key trends that underscore how focusing on analytics and optimizing workforce performance will enable organizations to take advantage of changing global business conditions, including the move to IP infrastructures; the ability to uncover the root causes of customer dissatisfaction using analytics; the shift towards remote agents and virtual contact center models; and the move to workforce optimization in the contact center and across the enterprise.
Industry experts are concluding that the customer service industry is maturing and that leading companies are demanding more integrated and robust software and services. Now, more than ever, analytics-driven workforce optimization is a focal point of successful contact centers, as well as thriving enterprises. As a result, capturing the customer experience and analyzing its effectiveness, as well as managing to excellence through forecasting and scheduling, is critical.
Uncovering Valuable, Previously Undiscovered Information
With the next-generation Impact 360 workforce optimization solution from Verint Witness Actionable Solutions, organizations can uncover valuable, previously undiscovered information, gaining a new level of visibility into contact center and enterprise performance for faster, improved decision-making.
The analytics-driven workforce optimization solution enables organizations to streamline processes and ensure consistency in new ways for maximum customer service effectiveness. Global businesses can deploy Impact 360 to:
o Detect unknown trends through enhanced, proactive, integrated speech analytics
o Better understand contact center growth trends through tighter links between strategic planning and tactical daily forecasting and scheduling functions, so users can combine their strategic forecasts with their tactical forecasts to increase forecast accuracy
o Save time and reduce errors by automatically sending learning requests to schedulers and assigning learning automatically based on evaluation scores
As companies evolve and mature, whether they are global organizations or small- to medium-sized businesses (SMBs), Verint Witness Actionable Solutions has the foundation-level and strategic offerings to help them progress through the customer service continuum to extend business value. For example, the company's simplest solutions are comprised of functionality to help reduce risk and optimize agent performance, and are designed to help organizations:
o Decrease average handle time
o Improve quality scores
o Drive down average speed to answer
o Manage occupancy
o Enhance service levels
More advanced solutions focus on further optimizing contact center performance and using analytics designed to:
o Increase first call resolution
o Improve upselling and cross-selling
o Heighten contact center customer satisfaction
o Rebalance work across all channels based on employee availability and skills
Additional analytical functionality is available for organizations that work to differentiate themselves through customer service and/or strive to create seamless customer service across the enterprise. These functions help companies:
o Perform root cause analysis
o Grow overall customer satisfaction
o Increase customer loyalty
Integration and Architecture
Building upon the company's flagship platforms for recording and workforce management, the next-generation Impact 360 software and services offer robust functionality, including recording and quality monitoring in IP telephony and back-office environments, as well as advanced strategic planning, adherence management and outbound scheduling. With a unified workforce optimization solution, customers can benefit from easier installation and implementation, and reduced learning curves and training expenses - all of which translate into lower cost of ownership and a faster return on investment. Couple that with solutions and services that draw on a structured upgrade path and single support organization, and users gain significant advantages from the next-generation Impact 360 suite.
The next-generation Impact 360 analytics-driven workforce optimization solutions are available today. Because companies have different needs, Verint Witness Actionable Solutions offers solutions that provide different levels of functionality at attractive price points that companies would expect from a single, best-in-class provider. Organizations currently evaluating workforce optimization, quality monitoring, call recording, and workforce management applications should contact Verint for more information on how they can extend the value of these products to include unified speech analytics, performance management, contact center eLearning and customer feedback survey software and services.
About Verint Witness Actionable Solutions
Verint® Witness® Actionable Solutions was formed as a result of the company's successful combination with workforce optimization provider Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer/caller interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring and call recording, workforce management, eLearning, performance management and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 5,000 organizations in over 100 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.