Pharmaceutical Health Care Provider Implementing Enterprise Workforce Optimization Software from Verint Witness Actionable So...
July 15 2010 - 8:30AM
Business Wire
Verint® Systems Inc. (NASDAQ: VRNT) today
announced that one of the largest North American prescription
fulfillment providers is implementing its next-generation Impact
360® Workforce Optimization suite. As part of a large-scale,
virtual enterprise strategy, the organization sought a unified,
enterprise solution that would enable it to plan, manage and
maximize its company-wide, pharmaceutical mail order operation.
Specifically, it wanted to apply best resource forecasting and
scheduling business practices into its mail order workforce
planning.
To meet its customer service and mail order fulfillment
requirements, the organization selected Impact 360 Workforce
Optimization from Verint® Witness Actionable Solutions® for use
across its mail order back-office operations, as well as its
contact center. With the software, the pharmacy health care
provider will use the solution to combine traditional forecasting,
scheduling, resource planning and strategic planning, with
monitoring, reporting, variance measurement, and desktop and
process analytics. These capabilities make it a practical solution
for gaining real-time insight into day-by-day, hour-by-hour
activities and workload, actual throughput, and employee
productivity to both enhance the customer experience and help
ensure accuracy in the order fulfillment process.
According to the organization, it will leverage Impact 360 to
create optimized resource scheduling to better manage service level
goals, while keeping operating costs in check. Based on inputs—such
as business forecasts, job assignments, and employee availability
and efficiency rates—it can identify resource scheduling
deficiencies and opportunities, as well as forecast future demand.
Verint’s Impact 360 suite also will enable dynamic scheduling
adjustments, schedule adherence monitoring, and analytics-driven
reporting of historical and real-time attainment of service levels
within its mail order customer service operation.
“Verint’s enterprise workforce optimization solutions enable
organizations to gain a more holistic view and take a more pointed
approach to customer service operations,” explains Nancy Treaster,
senior vice president and general manager, Verint Witness
Actionable Solutions. “We’re pleased that this industry-leading
organization is deploying workforce optimization across the
enterprise.”
Today’s customer-facing contact center and the back-office
departments—such as order fulfillment, claims processing and
billing—are vital in helping shape the customer experience. These
parts of a company house a vast and constant flow of data and
intelligence into the efficiency and effectiveness of
organizations’ people, processes and technologies. Through a
unified contact center and back-office solution, like Impact 360,
businesses have the tools to help them make more rapid, fact-based
decisions to increase efficiency; maximize time and resources;
align staff scheduling and skills to actual demand; identify flawed
and/or inefficient processes; achieve service level agreements with
lower costs, backlog and overtime; and train and retain
employees.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in
enterprise workforce optimization software and services. Its
solutions are designed to help organizations of all sizes capture
customer intelligence, uncover business trends, discover the root
cause of employee and customer behavior, and optimize the customer
experience. From contact centers to remote office, branch and
back-office operations, its award-winning, next-generation Impact
360® Workforce Optimization suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech analytics, data
analytics and customer feedback surveys), desktop and process
analytics, performance management, eLearning and coaching. Impact
360 helps improve the entire customer service delivery network,
powering the right decisions to help ensure service excellence and
transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. 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 80 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.” Visit us at our website
www.verint.com.
This press release contains "forward-looking statements" within
the meaning of the Private Securities Litigation Reform Act of
1995, 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, 2010. 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.
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