Verint® Systems Inc. (NASDAQ: VRNT) 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 (www.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 who 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 www.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. 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.” Visit us at our website
www.verint.com.
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.
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