Verint® Systems Inc. (NASDAQ: VRNT) today
announced enhancements to Impact 360® for Back-Office Operations,
part of its comprehensive, next-generation Impact 360 Workforce
Optimization suite from Verint® Witness Actionable Solutions®--and
the industry’s most complete back-office workforce optimization
(WFO) offering for four years running. New functionality includes
advancements in volume and inventory management and in work item
processing and tracking, both of which can help managers address
and counter the complexities of managing workloads across
back-office functions and departments.
The Impact 360 solution is comprised of software uniquely
designed to enhance the effectiveness of back-office functions that
help evaluate operational effectiveness, determine system and
process efficiencies, monitor workflow, reduce errors, identify
trends, and implement changes to enhance the customer experience
and drive profitability. The latest enhancements incorporate
feedback from Verint’s customers spanning an array of industries,
including insurance, healthcare, banking, pharmacy benefits
management and transportation.
“Workforce optimization in the back-office is relatively new for
us. Verint has not only invested in developing functionality to
meet the specific needs of back-office operations, but it provides
critical back-office consulting expertise,” shares the vice
president of customer service operations at a large financial
services firm. “Verint worked closely with us to make sure the
solution fit our requirements and was successfully incorporated
into our management approach and methodologies.”
Leveraging Inventory Management
Impact 360 for Back-Office Operations helps meet the unique
inventory management needs of operational processing groups, such
as order fulfillment, payments and claims. The nature of the work
completed in back-office operations demands greater flexibility
across technologies leveraged. Managers need visibility into actual
volumes being processed, as well as the ability to manage inventory
levels to meet processing deadlines. The Verint solution includes a
volume management tool, referred to as Pulse, which enables
managers to monitor actual volumes and throughput intra-day against
forecasted volumes, in addition to processing targets or goals.
This functionality helps ensure that service level agreements
(SLAs) are met by recognizing the impact of outstanding work, along
with new work items, to determine optimal staffing
requirements.
The latest enhancements also provide managers with new
flexibility for how they wish to set up and report on their
inventory. For example, a manager can set an inventory start for
one or all work queues based on the ending inventory or backlog
from the previous scheduling period, or the current inventory from
within Pulse.
They can also customize how they report on their inventory --
either at the current moment, or by end of day or end of week. The
solution captures and enables managers to view not only average
volumes per day, but actual volumes intra-day and by end-of-day.
While averages have been the industry norm for managing volumes,
they limit a manager’s ability to accurately plan and forecast
capacity. Using actual volumes in managing inventory creates
greater operational efficiencies by matching resources to volumes
and minimizing idle time.
Enabling Work Item Tracking
In back-office operations, items processed -- such as orders,
payments, claims or applications -- have varying deadlines for
completion, some within hours, others within days or even weeks. It
can be challenging to monitor the progress and aging of them across
multiple departments and touch points through to completion. With
such new functionality as Work Item Tracking, managers can track a
single item through the processing steps, report on the aging of
items, and identify those at risk of missing deadlines or
threatening SLA. Armed with this actionable intelligence, managers
can proactively re-prioritize work to meet targeted service
goals.
“Managing workloads to service deadlines, and following work
items across multiple functions and touch points, requires
solutions and capabilities that do not exist in traditional,
contact center workforce optimization suites,” explains Nancy
Treaster, senior vice president and general manager, Verint Witness
Actionable Solutions. “Verint has heavily invested in developing
the capabilities needed, both in technology and expertise, to help
our customers optimize the workforce in their back-office
environments.”
About Impact 360 for Back-office Operations
Impact 360 for Back-Office Operations is part of the Impact 360
Workforce Optimization suite. Designed specifically for such
back-office functions as billing, claims processing and order
fulfillment, it combines robust forecasting, scheduling, and
resource planning functionality, with adherence, scheduling to
deadlines and the ability to build and analyze what-if capacity
scenarios. Performance management, which encompass advanced
scorecards and executive dashboards, as well as quality management,
reporting and training comprise additional and integral
capabilities within the solution. Key to overcoming the data
challenges in back-office environments, the Impact 360 solution
features variance measurement functionality and multiple means of
capturing volume and activity data, as well as in-depth desktop
analytics, including application and process analysis, process
guidance and data propagation.
Verint’s Impact 360 for Back-Office Operations is a practical
solution for helping organizations improve throughput, achieve
service level agreements (SLAs), retain staff, and enhance the
customer experience.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in workforce
optimization software and services. Its solutions are designed to
help organizations 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, speech and data
analytics, customer feedback surveys, 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, including the risk that we are
unable to introduce quality products which achieve market
acceptance or the risk that our intellectual property rights may
not be adequate to protect our business or that others may make
claims on our intellectual property or claim infringement on their
intellectual property rights. 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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