Contact Center Solutions
Solutions for Customer-Inspired Excellence
Calls. Emails. Web forms. Surveys. Mobile apps. Today’s contact center is going far beyond its call center foundation to become the hub of an enterprise, multichannel customer experience strategy.
But regardless of the ways in which customers conduct their interactions with the contact center, they still want personalized, efficient, and secure service—delivered by knowledgeable, skilled employees. And that’s where Verint can help. Our software and services enable contact centers and other areas of the enterprise to capture and analyze customer interactions across multiple communication channels, then use this information to uncover trends and sentiments, improve staffing and performance, minimize risk and fraud, and optimize the customer experience.
Impact 360 Workforce Optimization
The Verint Impact 360 Workforce Optimization suite enables the systems and people involved in critical customer service functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience.
Impact 360 provides unified functionality to address a broad range of contact center functions, including:
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.Verint also offer Business Impact Solutions—predefined combinations of our solutions and services that address targeted business needs.
Because this functionality all works together, it can provide your contact center with far more value than individual, standalone applications. And your contact center can benefit from simpler, more economical administration and maintenance—along with the convenience of working with a single solution provider.
The result? Your contact center can go beyond just capturing the “voice of the customer”—you can use it to drive change across the areas of your enterprise that impact the customer experience, including branch and back-office operations. With Impact 360 Workforce Optimization, you can implement a cycle of customer-inspired excellence and continuous improvement. It's customer-centric workforce optimization, and it can help your organization reduce costs, enhance performance, and ultimately deliver a better customer experience.
Audiolog for Contact Centers
Audiolog is a multimedia recording, evaluation, and archiving solution that provides contact centers with a flexible solution for full-time, on-demand, scheduled, and criteria-driven recording. With Audiolog, contact centers can address compliance, risk management, and quality management requirements with a robust, scalable recording platform.