Contact Center Solutions
Verint® offers workforce optimization software and services for contact centers
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Workforce Optimization Solutions for Traditional and IP Contact Centers
Today’s contact centers come in many sizes and have a wide range of requirements. That’s why Verint offers workforce optimization solutions with functionality for different types of contact centers, including single- and multi-site, virtual, outsourced, and offshore centers.
From traditional, telephone-based call centers to complex, multichannel contact centers, our workforce optimization solutions are proven and practical. They capitalize on Verint’s rich technical heritage, which encompasses solutions developed by Verint Systems, Blue Pumpkin Software, Witness® Systems, Mercom, and Iontas , and Vovici™, a Verint Company.
In fact, Verint is the first provider in the industry offering a 5th generation enterprise workforce optimization solution. Our software sets new standards for total cost of ownership, depth of functionality, system administration, real-time enterprise collaboration, navigation, and ease of use.
Impact 360 Workforce Optimization for Larger Contact Centers
Designed for larger contact centers, the Impact 360® Workforce Optimization suite enables contact center and enterprise systems involved in critical customer service functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience.
This 5th generation solution enables organizations to capture and analyze customer interactions, uncover business processes and trends, discover the root cause of employee and customer behavior, and make decisions that impact the quality and efficiency of customer service. In fact, Impact 360 Workforce Optimization can help organizations improve workforce performance and optimize service processes beyond the contact center, extending into branch and back-office operations.
Impact 360 provides unified functionality to address critical contact center functions, including:
- Workforce optimization
- Recording
- Quality monitoring
- Voice of the customer analytics
- Speech analytics
- Text analytics
- Enterprise feedback management
- Desktop and process analytics
- Data Analytics
- Workforce management
- Performance management
- eLearning
- Coaching
- Customer feedback surveys
- Add-on options
Because this functionality works together, contact centers can benefit from simpler, more economical administration and maintenance—along with the convenience of working with a single solution provider.
Solutions for Small and Mid-sized Contact Centers
Verint provides powerful recording, quality, and transaction management solutions for small and mid-sized contact centers.
- Audiolog™ is an advanced, digital recording, evaluation, and archiving solution designed to help multimedia contact centers enhance customer service, efficiency, and compliance. Audiolog offers full-time, on-demand, scheduled, and criteria-driven recording, along with rapid access to recordings to help identify opportunities for improved customer service, expedite dispute resolution, and reduce liability. Its flexible storage capabilities allow large volumes of calls, text messages, emails, and Web chat sessions to be retained using industry-standard storage technologies. Customizable evaluation forms, powerful interactive assessment tools, and synchronized audio, text, and screen replay can help increase supervisor productivity and enhance agent performance.
- Impact 360™ Express is a workforce optimization solution designed for small to mid-sized contact centers. Impact 360 Express automates and simplifies key contact center activities that impact workforce productivity, agent performance, and customer satisfaction.
For more information about Verint contact center solutions, call your local Verint office or contact us via our online form.
