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Workforce Optimization

Gain Unprecedented Visibility into What Customers Want and How Well Your Enterprise Delivers It

What if your organization could improve everything about how it delivers customer service? What if you could serve customers better, more securely, and more cost effectively while gaining deeper insight into the areas of your business that either directly or indirectly impact the customer experience, including:

With Verint workforce optimization software and services, you can. Our portfolio of unified workforce optimization and business impact solutions works in these different functional areas or across your entire enterprise, capturing customer interactions and sentiments in multiple channels while providing insight on the performance of your people, processes, and technologies. Armed with this information, you can make better, more strategic decisions and use the “voice of the customer” to increase service efficiency and effectiveness, reduce costs and fraud, build customer loyalty and competitive advantage, and deliver an improved customer experience.

Discover how Verint workforce optimization solutions can help you implement a culture of customer-inspired excellence across your enterprise.

Workforce Optimization

Verint offers workforce optimization products and services designed to help organizations of all sizes reduce operating costs, identify revenue opportunities and competitive advantages, and improve performance, profitability, and the customer experience.

Our portfolio of workforce optimization products includes:

  • Impact 360 Workforce Optimization for larger contact centers. This solution provides functionality for quality monitoring; recording; workforce management; performance management; desktop and process analytics; eLearning; coaching; speech analytics; text analytics; enterprise feedback management; and customer feedback surveys. To provide employees and managers with the core benefits of Impact 360 Workforce Optimization from their mobile devices, Verint offers Impact 360 Mobile, a native mobile application.
  • Impact 360 for Retail Financial Services for branch banks. This solution provides functionality for workforce management; performance management; and desktop and process analytics—available through traditional licensing, as well as through hosted, managed, and subscription services.
  • Impact 360 for Back-Office Operations for claims processing, order fulfillment, billing, and other back-office functions. This solution provides functionality for recording and quality monitoring; workforce management; performance management; desktop and process analytics; and eLearning.
  • Impact 360 for Financial Trading for trading rooms. This solution provides an enterprise compliance recording and encryption solution that works across trading floor, branch office, and back-office operations.
  • Audiolog for Contact Centers. This solution provides multimedia recording; evaluation; and archiving.
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Impact 360 for Financial Trading

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Audiolog for Contact Centers

Impact 360 for Retail Financial Services

Impact 360 Workforce Optimization

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Quality Monitoring

Verint offers quality monitoring products to meet a wide range of contact center needs. From simple to sophisticated, organizations around the world rely on our quality monitoring products to help them increase revenue, enhance customer satisfaction, and manage performance, processes, and costs.

Our solutions include:

  • Impact 360 Quality Monitoring is a comprehensive solution that combines quality monitoring and recording with performance management, eLearning, coaching, and customer survey capabilities. Part of the Impact 360 Workforce Optimization solution, Impact 360 Quality Monitoring provides a wide range of functionality that can help contact centers improve agent performance and customer satisfaction.
  • Audiolog Interaction Qualityis browser-based quality monitoring software that enables contact center supervisors to play back captured interactions, evaluate agent performance, build new scoring forms, and access a broad selection of quality management reports, on site or remotely, from their desktops.

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Recording

Verint offers a variety of products for full-time and compliance recording. Our recording software is designed for contact centers and trading rooms of all sizes, regardless of whether they use traditional time-division multiplex (TDM) recording, Internet protocol (IP) recording, or both. We also offer optional encryption functionality to facilitate compliance with PCI DSS, the Payment Card Industry Data Security Standard.

Verint’s full-time and compliance recording solutions include:

  • Impact 360 Recording for larger contact centers. This robust, full-time recording solution addresses a range of call center needs, from compliance recording and liability management to agent performance monitoring. Impact 360 Recording can capture, index, and retrieve up to 100 percent of customer and caller interactions in traditional TDM, IP, mixed telephony, and mobile phone environments.
  • Audiolog Interaction Quality. This high performance, multimedia recording platform provides remote live monitoring and playback from the desktop; agent evaluation functionality; and optional encryption management functionality.
  • Impact 360 for Financial Trading for trading floors. Designed to meet the unique recording requirements of trading rooms, it can capture, index, and retrieve trader calls across thousands of channels and multiple sites, with a single point of administration and open standards storage.
  • Impact 360 PCI and Recording Encryption solutions for compliance with the PCI DSS. This optional functionality uses AES 256-compliant encryption help protect data when recorded, in transit. A separate key management system (included) enables customer data to be moved, archived, and stored, while protecting it from unauthorized access.

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Workforce Management

Verint enterprise workforce management (WFM) solutions help organizations strike the right balance between workload and staffing by accurately forecasting workload and creating schedules to meet service levels, consistently and cost effectively.

Our portfolio of workforce management products capitalizes on a rich heritage of proven solutions from Blue Pumpkin, Witness Systems, and GMT—as well as the unified architecture of Verint’s Impact 360 Workforce Optimization suite. It includes web-based applications tailored specifically for the enterprise, contact centers, and branch and back-office operations. Our products include:

  • Impact 360 Workforce Management for larger, multi-site operations. With Impact 360 Workforce Management, contact centers and other areas of the organization can reduce costs by staffing appropriately to meet their workload, enhance service by scheduling employees with the appropriate skills at the right time, and improve staff effectiveness and retention with eLearning, performance management, and employee self-service capabilities.

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Performance Management

Managing employee performance and productivity is no easy task, given the multiple functions, systems, and processes typical of the enterprise customer service environment. Verint High-Efficiency Performance Management can capture and aggregate data across multiple systems while providing a single, standardized framework for efficiently tracking, managing, and improving individual, team, and organizational performance.

This innovative Business Impact Solution not only provides insight into what employees are doing, but also shows how effectively they’re performing and where they excel or need to sharpen their skills—and can trigger coaching sessions to help them do so. Using insight from the solution, you can tie the activities of individuals and teams to company goals, adjust training and processes as needed, and implement a cycle of continuous improvement.

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Desktop and Process Analytics

Impact 360 Desktop and Process Analytics captures employee desktop activities across systems, applications, and processes to provide insight into application usage and internal processes, as well as facilitate compliance with company policies and data privacy restrictions. By enabling desktop activities to be tracked, measured, analyzed, and refined, Impact 360 Desktop and Process Analytics can help organizations improve efficiency, reduce costs and liability, enhance productivity and costs, and more.

Impact 360 Desktop and Process Analytics addresses a range of needs across the enterprise:

  • In contact centers it helps protect private information; provide visibility into non-phone activities; identify agent and system behaviors that do not comply with industry regulations and company practices; and detect unusual application usage. Learn More
  • In branch operations, it offers insight for improving staff productivity, performance, and sales; enhancing process compliance; and driving better, more accurate staffing plans.  Learn More
  • In back-office operations, it helps improve employee productivity and efficiency; reduce cycle times, errors, and rework; and provide insight into the current state of specific processes to help ensure employees are meeting expected service-level targets. Learn More

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eLearning

For many organizations, building and keeping employee skills sharp can be a continual challenge. That’s why many of our Impact 360 solution packages come with built-in, Web-based eLearning functionality that can help your organization gain control over training — and then excel at it. Our Impact 360 eLearning solutions can deliver training right to the desktop, to help familiarize employees with new processes, programs, and regulations. It’s a practical, powerful solution that can deliver measurable results.

With Impact 360 eLearning, supervisors can assign courses and other training content to individuals or groups manually based on their own observations about employee strengths and weaknesses. Training can also be triggered automatically by scorecard results and quality monitoring performance evaluations. With the click of a mouse, employees can even assign lessons to themselves to proactively to improve their skills. Content can include materials created in-house, as well as off-the-shelf, AICC-compliant courseware. It’s delivered directly to the employee desktop at the most opportune time, to help minimize impact on service levels, and sessions

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Coaching

Impact 360 Coaching is a practical solution to help contact centers and back-office operations make employee coaching a part of daily operations. It provides out-of-the-box workflow for scheduling, delivering, and tracking agent coaching that’s integrated with individual quality monitoring evaluation scores and key performance indicators (KPIs).

By tying coaching together with scorecards and training and making this information available right on the desktop, Impact 360 Coaching can help your organization provide employees with better guidance on how to develop and enhance their skills.

Impact 360 Coaching is included as part of our Impact 360 Workforce Optimization and Impact 360 Quality Monitoring solutions. With Impact 360 Coaching, you can better coach your staff, gain a clearer picture of employee performance and supervisor effectiveness, improve employee retention, and—ultimately—deliver better service to your customers.

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Speech Analytics

Nothing can tell you more about your business than the voice of your customers, but the sheer number of recorded customer conversations in your contact center can easily exceed your ability to review and analyze them. With Impact 360 Speech Analytics, you can glean valuable intelligence from thousands—even millions—of customer calls quickly, so you can take action quickly.

Impact 360 Speech Analytics can surface the intelligence essential for building effective cost containment and customer service strategies. Used in combination with our Impact 360 solutions for workforce optimization, quality monitoring, and recording, it can help you pinpoint cost drivers, trends, and opportunities; identify strengths and weaknesses with processes and products; and understand how your offerings are perceived by the marketplace.

Verint offers Impact 360 Speech Analytics solutions to meet a variety of needs, including:

  • Impact 360 Advanced Speech Analytics for larger contact centers.  This solution offers a robust feature set for analyzing and categorizing contact center recordings to better understand why customers call; reveal the root cause of customer perceptions and high call volumes; and uncover competitive threats and opportunities.
  • Impact 360 Speech Analytics Essentials for smaller contact centers. This solution provides out-of-the-box functionality for surfacing and analyzing trends that might otherwise go undetected — without users having to listen to thousands of calls.
  • Impact 360 Speech Analytics Essentials for Audiolog. Designed specifically for contact centers that have deployed Verint Audiolog,  this solution distills valuable insights from customer interaction recordings to help reduce costs and improve the customer experience. 

Impact 360 Speech Analytics is part of Verint’s portfolio of Voice of the Customer Analytics solutions for capturing customer feedback across different channels of interaction. Other solutions in this portfolio include Impact 360 Text Analytics, Verint Enterprise Feedback Management, and Impact 360 Customer Feedback

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Text Analytics

What do customers think about your products and services? What are they saying on Facebook and Twitter, in blogs and surveys, and in customer email and chat sessions? With Impact 360 Text Analytics, you can collect, analyze, and act on customer feedback from a variety of text-based communication channels, enabling you to discover what customers think, surface issues and opportunities, and take action quickly.

What do customers think about your products and services? What are they saying on Facebook and Twitter, in blogs and surveys, and in customer email and chat sessions? With Impact 360 Text Analytics, you can collect, analyze, and act on customer feedback from a variety of text-based communication channels, enabling you to discover what customers think, surface issues and opportunities, and take action quickly.

Impact 360 Text Analytics can capture and analyze customer feedback from a variety of text-based communication channels, including:

  • Social media outlets, including Facebook and Twitter
  • Survey comments
  • Call center notes
  • Customer email and chat sessions
  • Online news and review sites
  • Other internal and external sources

With Impact 360 Text Analytics, you can share customer feedback across your organization to drive better decisions on products, services, programs, and staffing. The solution is part of Verint’s portfolio of Voice of the Customer Analytics solutions for capturing customer feedback across different channels of interaction. Other solutions in this portfolio include Impact 360 Speech Analytics, Verint Enterprise Feedback Management, and Impact 360 Customer Feedback.

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Enterprise Feedback Management

Many organizations are implementing “voice of the customer” programs to capture and assess customer comments and sentiments across multiple communications channels.  But it’s a complex job. Often, each area of the enterprise conducts its own programs, independent of the others, without sharing the information. Verint® Enterprise Feedback Management helps organizations manage this complexity by centralizing and automating critical voice of the customer activities, enabling a programmatic approach to assessing customer experiences across channels of interaction.

Verint Enterprise Feedback Management includes comprehensive survey management, panel management, and online community solutions. It can help you create, deploy, and analyze online and mobile surveys; analyze and share data; and harness the power of online communities to build an ongoing dialogue with your customers. It’s part of Verint’s portfolio of Voice of the Customer Analytics solutions for capturing customer feedback across different channels of interaction. Other solutions in this portfolio include Impact 360 Speech Analytics, Impact 360 Text Analytics, and Impact 360 Customer Feedback.

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Customer Feedback Surveys

What do customers really think about your business? With Impact 360 Customer Feedback, your contact center can solicit valuable input from customers via short, context-sensitive, dynamic surveys delivered over the IVR.

By gathering data that might otherwise be overlooked or lost, Impact 360 Customer Feedback offers insight into the effectiveness of your people, products, and processes, helping you take action quickly. So you can do more than simply measure customer satisfaction—you can influence it.

Impact 360 Customer Feedback is part of Verint’s portfolio of Voice of the Customer Analytics solutions for capturing customer feedback across different channels of interaction. Other solutions in this portfolio include Impact 360 Speech Analytics, Impact 360 Text Analytics, and Verint Enterprise Feedback Management

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Engagement Analytics

Today’s customers use multiple communication channels—often simultaneously—to interact with your business. With Verint Engagement Analytics, you can capture, analyze, and correlate massive amounts of data on customer interactions, journeys, and profiles to help enhance customer and employee engagement and drive better business strategies.

Verint Engagement Analytics capitalizes on solutions from KANA, A Verint Company. It’s part of Verint’s portfolio of Customer Analytics solutions for capturing customer interactions, feedback, and journeys across multiple channels; analyzing and interpreting them in the context of business objectives; and responding more effectively to customer, business, and market demands. Other solutions in our Customer Analytics portfolio include Impact 360 Speech Analytics, Impact 360 Text Analytics, and Verint Enterprise Feedback Management.

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