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Back-Office Operations Solutions

Verint Witness Actionable Solutions offers Impact 360 for Back-office Operations to help organizations improve the quality and productivity of back-office functions.

Many organizations underestimate the impact that their back-office operations — the areas that support the delivery of products and services sold — can have on their overall enterprise efficiency. Often, back-office processes such as data entry errors, workflow delays, and billing mistakes can be the underlying cause of inquiries to customer service departments, such as the contact center, branches, remote offices, or stores.

Impact 360 for Back-Office Operations is a workforce optimization solution that helps organizations improve employee productivity, volume management and forecasting, achieve service-level agreements (SLAs), retain staff, and enhance the customer experience.

Impact 360 for Back-Office Operations combines traditional forecasting and scheduling and resource planning software with volume management, quality assurance and reporting, adherence, variance measurement, employee productivity management, performance management, eLearning, and consulting. A true enterprise solution, it helps improve efficiencies across multiple functional areas, including:

• Claims processing
• Order fulfillment
• Customer administration
• Billing
• Retail and commercial banking
• Mortgage banking
• Lending
• Insurance
• Securities
• Bank card servicing
• Transaction processing

With Impact 360 for Back-office Operations, you can audit critical business functions to better understand the inter-departmental impact that back-office functions have on customer service and satisfaction. The solution also helps you address root causes of inquiries into your contact center, enabling you to uncover data entry errors, compliance issues, and ineffective processes that adversely impact customer service. Managers can readily identify performance and process variances to proactively improve employee productivity and process efficiencies.

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Impact 360 for Back-Office Operations is a practical solution for improving throughput, achieving service-level agreements (SLAs), and enhancing the customer experience.