Impact360 Desktop Process Analytics for Back-Office Operations
Analysis of back-office process and application usage for increasing back-office productivity and decreasing costs
Improve Productivity, Proficiency, and Process Adherence
In most organizations, back-office efficiency and accuracy impact both the cost and quality of customer service. Unfortunately, work can slow to a crawl when back-office systems are cumbersome, applications complex and unintuitive, or business processes are flawed. When you also consider employee-specific issues, such as inadequate training or time spent on non-work activities — including games, personal email, and Web surfing — the impact on cost and staff productivity can be significant.
Verint Impact 360 Desktop and Process Analytics captures and measures employee desktop activity to help improve productivity, proficiency, and process adherence.
Verint's Application Event Trigger automatically captures transactions and data across communications channels and systems, including email, Web, and business applications. Transactions are recorded through user-defined, screen-based triggers, which enable capture of specific business functions based on the values of individual application fields.
For example, a trigger can be set to record all interactions in which an employee has opened the complaint window within a CRM application or when employees access a particular customer's account. Screen triggers can also be used to stop recording sensitive parts of interactions for compliance purposes. Application events — such as the launch or closing of a particular application — can be used to capture workload information for measuring employee productivity.
Application Analysis reports and analyzes the employee desktop activity, providing an analytical view of desktop workflow in a graphical timeline format. Application Analysis helps back-office managers accurately measure real-time desktop productivity and compare it to scheduled productivity. With Application Analysis, managers can also assess employee workflow patterns and productivity, isolate processes or applications for re-engineering, and reinforce policies for company IT use. Armed with this insight, back-office managers can determine if their business applications and employee productivity tools are correctly configured for optimum use and take appropriate follow-up action.
Desktop Application Tracker extracts information on employee desktop application usage, which is used to display actual employee activity compared to their schedules on workforce management adherence screens — a particularly helpful feature in non-phone-based environments, which typically lack systems for tracking and reporting on employee activity.
Process Analysis recognizes processes based on the application usage patterns of employees. By adding a business definition layer over the data collected by Application Analysis and Application Event Trigger, Process Analysis helps track process time, match individuals to specific processes, track steps against standards or compliance with regulated processes, and identify training needs. By isolating specific processes, back-office managers can identify best-practice examples or opportunities for process improvement. Targeted elearning can also be sent to specific staff using the Impact 360 eLearning solution.
Impact 360 Desktop and Process Analytics is fully integrated with the Impact 360 Workforce Optimization portfolio for back-office operations. Find out how these solutions can help your back-office operations. Contact Verint today.