Verint® Systems, Inc. today announced that hhgregg has implemented its Impact 360® workforce management (WFM) solution for retail operations. As an existing Verint Witness Actionable Solutions® customer, the company has a history of success with the software in the Appliance and Home Theatre Departments of its key stores, where it has helped optimize the allocation of sales consultants, meet customer demand and provide consistent, high-quality customer experiences. hhgregg extended its investment in October 2010 to include use of the software across all 175 of its stores.
hhgregg is a leading specialty retailer of premium video products, brand name appliances, audio products and accessories. The company is focused on providing customers with a superior experience—from the first steps into a store to the purchase, delivery and installation of a product. To distinguish itself in the market, hhgregg employs an extensively trained, commissioned sales force dedicated to delivering a consultative and educational customer experience.
Traditional approaches to WFM use historic transaction volumes to forecast future demand and then schedule staff to meet that demand as cost effectively as possible. hhgregg’s approach is different in that it creates forecasts based on external data—such as demographics, market opportunities and planned promotions. It feeds this information into the forecasting engine, which then calculates staffing requirements. As a result, store managers can access the forecasts for their specific retail locations to create optimal schedules. Further, the Impact 360 solution employs an auto-scheduling function that reduces the time managers spend on schedules, while still enabling them to make adjustments to account for local anomalies. hhgregg also uses the solution to monitor adherence to schedule to help maximize the customer-facing time of its sales consultants.
“Part of the hhgregg customer service strategy is to ensure we have the right number of trained sales consultants at each store to answer customer questions,” explains Stephen Nelson, CIO, hhgregg. “With Verint’s Impact 360 software, we can readily identify gaps and proactively make adjustments before it ever impacts the customer experience.”
“We’re delighted to have extended our relationship with hhgregg. Implementing Impact 360 in retail locations offers great benefits from efficiency gains, to the ability to better anticipate customer demands, to building positive experiences and growing revenue,” says Steve Weller, senior vice president, Americas, Verint Witness Actionable Solutions. “Impact 360 continues to demonstrate its value as customers like hhgregg extend their investments in the technology, and as organizations experience the software’s versatility in enterprise environments—from the contact center to the back office, to retail and branch locations.”
hhgregg is a specialty retailer of consumer electronics, home appliances and related services operating under the name hhgregg™. hhgregg currently operates 175 stores in Alabama, Delaware, Florida, Georgia, Indiana, Kentucky, Maryland, Mississippi, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee and Virginia.
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.”
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.
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