Company’s Impact 360 Suite Features WFO Market-First Single, Consolidated Server for Complete Solution.
Verint® Systems, Inc. today announced the availability of the enterprise workforce optimization (WFO) market’s first and only “fifth-generation” suite. The latest version of the Impact 360® Workforce Optimization™ software from Verint Witness Actionable Solutions® became generally available in Q1 2011.
With Impact 360, organizations can benefit from a solution set that is truly unified across the full range of WFO capabilities—enabling them to capture, analyze and act on customer, business and market intelligence; gain a singular and complete view of individual customer interactions, experiences and histories; maximize information and workflow across functions; and take a customer experience management approach that’s Real Time at the Right Time™. By mastering the balance between efficiency and effectiveness, organizations can drive customer loyalty, top-line revenue, customer service operating margins and compliance through continuous performance improvement.
The fifth-generation Impact 360 Workforce Optimization solution represents a strategic architectural release that sets new standards in the market for unified, enterprise WFO—including real-time enterprise collaboration, navigation and ease of use, total cost of ownership, simplified system administration and depth of functionality. This latest version of Impact 360 will integrate with the company’s new Voice of the Customer Analytics platform that combines all sources of customer interaction data into a single holistic platform for cross-channel analysis and individual customer tracking capabilities.
“Our fifth-generation enterprise workforce optimization solution sets a new standard for WFO and what it can bring to organizations in the way of acquiring voice of the customer and other key business insight, and then putting that intelligence into action through the most mature WFO platform in the market,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.
According to analyst firm Gartner,“Interest in contact center workforce optimization (WFO) is increasing as organizations are drawn to the associated value proposition (cost of ownership, single-vendor relationship, cross-function workflow).”1 Notes Gartner Research Director Jim Davies,“If there is one word customer service organizations need to try to avoid it’s the word ‘siloed.’ Whether talking about voice of the customer technology or any of the solutions that comprise workforce optimization, all should be viewed from a broader unified suite perspective, rather than a collection of siloed applications.” Adds Davies,“Voice of the Customer Analytics as part of a broader enterprise workforce optimization suite represents a dynamic area that’s really super-charging WFO.”
Verint Workforce Optimization in Action
"As a national nonprofit credit counseling agency, we answer calls from people in financial distress across the country 24 hours a day, 365 days a year," says Dan Brown, Chief Information Officer for CredAbility. "We needed help building daily work schedules for our contact center representatives, and the Impact 360 Workforce Optimization solution from Verint has allowed us to meet demand from people in financial distress, such as those trying to avoid foreclosure, yet meet our scheduling needs. Our goal was to deploy a solution that would further enhance our clients’ experiences, while also improving our ability to forecast and schedule our agents’ flexibility, and accurately and more routinely track and manage adherence. Each day is different for us, and call volumes vary throughout the day, but this solution helps us meet our contact center goals while best serving our clients.”
Since 1964, CredAbility has been helping people in financial distress move from crisis to control by providing compassionate service with innovative, yet practical solutions. CredAbility provides counseling and education 24/7, in both English and Spanish, online (CredAbility.org) and by telephone. It also offers in-person counseling at 25 offices located across the southeastern U.S.
According to Brown, the feature-rich fifth-generation solution, as well as the thorough implementation process, were key to deploying the Impact 360 solution from Verint. “Our staff was particularly impressed with the final optimization step in Verint’s five-step implementation process, seeing it as key to the success of our deployment,” adds Brown.
Setting New Standards; Raising Usability and End Benefits with Enterprise WFO
Verint’s fifth-generation Impact 360 solution can bring significant usability, efficiency and productivity gains to businesses with all WFO solutions and capabilities on the single, unified Verint platform. Benefits include having a single point of access to all WFO functions, locations and data; single system administration; a single agent database; a single security model; and a single graphical user interface (GUI) for easy navigation across WFO applications.
With fifth-generation Impact 360 come a host of advances across the software’s architecture and core functionality including:
• Real Time at the Right Time Enterprise Collaboration
Impact 360 presents organizations with data that is Real Time at the Right Time to support rapid, informed decision making. It also provides visibility and intelligence to employees across roles, levels and functions—from agents and off-phone/back-office staff, supervisors and managers; to analysts and system administrators; to coaches, training and development personnel; to marketing and business unit leaders. With such views come greater insight, a look into the big picture, and the ability to simplify information sharing across functions and departments.
Taking Real Time at the Right Time further, capabilities—such as those included in Impact 360 Desktop and Process Analytics™—can help front-line agents and back-office staff with guidance during customer interactions and/or back-office transactions. Pop-up suggestions and alerts recommend best next steps based on desktop screen events and sequences. The result is an accurate, practical, IT-light, real-time guidance solution.
• Enhanced Navigation and Ease of Ease
Impact 360 is now even simpler to view and use through a new unified dashboard. It features a single entry point that allows users to move from one WFO function to the next with ease using a central navigation bar that provides cascading solution drop-downs and a centralized view across all applications. Where most WFO solutions in the market require users to open multiple point solutions and jump from one to the next to get to the information they need, Verint’s fifth-generation WFO provides easy navigation across functions, making it efficient to use and resulting in a shorter learning curve. As the suite grows to include new functionality, customers benefit from familiar user interfaces and administration, simplifying the ability for agents, training and management, as well as customer experience executives, to operate it with ease and confidence.
• Reduced Total Cost of Ownership (TCO)
Impact 360 delivers a robust, enhanced enterprise architecture featuring new levels of scalability; an advanced technology stack, including support for the Windows 2008 operating system; virtualization; resiliency; redundancy; a single consolidated server; simplified installation and maintenance; and a clear path to add new applications as organizations’ needs change and grow.
Impact 360 provides a structure that enables its customers to benefit from easier installation and implementation, reduced learning curves and training expenses, a structured upgrade path and single support organization, and lower maintenance and software expenses—all of which translate into lower total cost of ownership and a faster return on investment. It also enables customers to add additional Verint workforce optimization modules to those they already use by simply activating a license key, eliminating the need for subsequent installation logistics and costs. Further, the company provides a host of professional services and programs specifically designed to help drive a holistic view of customer service performance, maximize investments and ensure ongoing success.
• Simplified Administration
With simplified administration has come the ability to manage users through a single organizational hierarchy with role-based security, centralized enterprise management, and archiving that is rules-based, distributed and features scheduled data transfers. As a result, organizations benefit from a faster and more consistent way to administer their user and system components, and a flexible archival system that can match the demands of both centralized and distributed infrastructures.
• Industry-Leading Depth of Functionality and Application Convergence
The latest version of Impact 360 more tightly unifies WFO, in particular with Quality Monitoring (QM) and Recording, Voice of the Customer Analytics, Workforce Management (WFM), Performance Management, Coaching and eLearning. For QM/Recording, the converged technology features triple the recording capacity, unified recording management and centralized administration, and reporting across TDM, IP and mixed telephony environments. Coaching functionality, being synergistic to QM, now comes standard as part of the company’s QM packaged solution, and eLearning now features question-level tracking and lesson analysis. Performance management scorecards offer greater flexibility, more granularity and an added dimension to performance data.
Building on the success of its unique Impact 360 business integrations across WFO functions and processes, the software features new screen pop-up alerts, additional alert rules, and notification capabilities that further strengthen the industry’s most comprehensive and configurable workflow, alerts and notification solution for intra-day management within WFM and across the company’s full WFO suite.
From an enterprise WFM perspective, the solution features advancements to front-office contact center, branch and back-office operations staff scheduling. Back-office enhancements include further analytical capabilities, enabling users to model a broader range of back-office environments and requirements based on rich industry expertise and feedback. Enhancements include “cell or pod”-based scheduling to support smaller teams in back offices that work as a group in a mini manufacturing assembly line fashion; analytics that identify and alert employees and managers about individual work items at risk of missing service level agreements (SLAs); and an extensible key performance indicator (KPI) dimension for more detailed queue-level information, and for managing and analyzing performance in different ways using additional productivity reports. Contact center and general WFM enhancements include an even richer Time Off Manager module with time off pools for greater flexibility in allocating time off, additional rules to control and improve shift swaps, more shift assignment rules and several usability enhancements.
Verint’s Voice of the Customer Analytics platform will deliver a new addition to the Impact 360 suite, and together, bring customers a broader unified framework for customer experience management. The offering combines all sources of customer interaction data into one holistic platform for cross-channel analysis and single customer experience and history tracking. Applications included in the platform are Speech Analytics, Text Analytics and Customer Feedback Surveys, as well as the ability to integrate data from web analytics, social media channels and other customer interaction points.
Pricing and Availability
With Verint’s fifth-generation Impact 360 solution, customers can deploy a complete unified, analytics-driven WFO solution on a single, consolidated server for up to 250 agent seats—and benefit from attractive pricing that provides the ability to achieve a rapid return on their investment. Customers with existing maintenance agreements receive like-for-like software, including new features and functions that have evolved the solution based on customer ideas and requests, all at no additional license cost. Attractive up-buy packages and promotions also are available. As organizations grow, Verint offers a broad suite of enterprise WFO solutions to support their expansion.
To learn more about Verint’s fifth-generation Impact 360 Workforce Optimization suite, visit verint.com/.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market’s first 5th-Generation WFO solution, its unified Impact 360® suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences. Impact 360 Workforce Optimization™—comprised of quality monitoring and recording, voice of the customer analytics (including speech analytics, text analytics and customer feedback surveys), desktop and process analytics, workforce management, performance management, eLearning, coaching and more—serves as a strategic asset across front- and back-office sales and service operations that help shape the customer experience. Used by thousands of organizations around the globe, Verint solutions help improve the entire customer service delivery network, powering decisions Real Time at the Right Time™ to advance service excellence across today’s customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 85 percent of the Fortune 100—use Verint solutions to capture, distill and analyze complex and underused information sources, such as voice, video and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
1 Gartner,“Magic Quadrant for Contact Center Workforce Optimization,” October 27, 2010
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2011. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.