China CITIC Bank Implements Impact 360 Workforce Management Software from Verint
July 28 2011 - 8:30AM
Business Wire
Verint® Systems Inc. (NASDAQ: VRNT) today
announced that China CITIC Bank, one of China’s largest financial
services organizations, has deployed Impact 360® Workforce
Management™ from Verint Witness Actionable Solutions®. As an
existing user of Verint’s recording software, this additional
investment in workforce management (WFM)—made in March 2011—is
being used across China CITIC Bank’s contact center in Beijing. The
technology is supporting more than 1,200 employees that serve over
nine million customers, with a focus on further advancing center
efficiency, optimizing service levels, and enhancing customer
experiences and staff satisfaction.
The advanced WFM solution combines the power of forecasting and
scheduling with strategic planning, adherence and time off
management capabilities—along with a host of performance management
and eLearning functionality—all of which are part of Verint’s
single, unified Impact 360 software suite.
By automating and simplifying workload forecasts and staff
schedules, China CITIC Bank is improving resource alignment based
on customer demand and corporate objectives, and benefiting from a
robust solution that enables multi-skilled contact center
operations to perform long-term planning. The solution also is
helping the financial services organization develop “what if”
scenarios to determine optimum trade-offs among cost, service
level, revenue and staffing.
With performance management included as part of Impact 360
Workforce Management, China CITIC Bank has role-appropriate
scorecards and an extensive set of predefined key performance
indicators, with the ability to create customized KPIs. With these,
employees can quickly see how they’re performing against goals, and
management can gain a rapid view into how team and center
performance roll up to support customer service and company-wide
objectives. When used in combination with eLearning—such as content
producer, lesson management, desktop learning libraries and
interaction skills courseware—China CITIC Bank is making lessons
available right at the agent desktop at the most opportune time,
and measuring knowledge acquisition, skill application and
development.
“China CITIC Bank is among the many customers in the financial
services industry that use our software to maximize workforce
efficiency and customer satisfaction,” says Nigel Hewett, senior
vice president, APAC, Verint Systems. “Impact 360 has not only
enabled the China CITIC Bank contact center to simplify
increasingly complex agent management processes, but has also
seamlessly integrated with existing technology allowing center
managers to remain focused on their business goals of constantly
improving the customer experience.”
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.
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 and our Quarterly Report on Form 10-Q for the
quarter ended April 30, 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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