Operations Productivity

Create a single source of operational truth to empower managers and improve performance

Download the Ebook

Increase employee efficiency and effectiveness by quantifying “time earned”, improving the cadence of work processed, and ensuring there are enough back-office resources to execute the work

Back-Office Webinars Now Available On-Demand

Hear how customers transformed their back-office operations into customer care centers and improved employee productivity.

Hear Their Stories

20%
20% Increase in employee effectiveness
29%
29% Available capacity identified
105%
Increased employee effectiveness from 75% to 105%

Customers

Verint partners with iconic brands to balance back-office costs while improving service and close the Engagement Capacity Gap

Customer Success Stories

Create a Comprehensive Operational Dashboard

Eliminate inefficiencies created by organizational and data silos by creating a single source of truth for operational data.

Building on the employee activity data captured by Verint Operations Visualizer, Verint Operations Productivity (formerly Work Manager) connects the work, processes and people, regardless of source system or location, into a single operational dashboard. This “mission control” helps back-office managers cost effectively meet their service goals.

Hear How Capita’s “Mission Control” Helped Them Improve Turnaround Times by 70%

Understand Workload and Skill Requirements

To meet their service goals, managers of back-office operations not only need to understand the workload (work types, volumes, handle times and service goals), but also the availability and skill levels of their resources.

Verint Operations Productivity captures all these data points and helps managers juggle new volumes and existing backlog as well as peaks and valleys in demand to ensure SLAs are being met.

HEAR HOW RSA REDUCED ITS BACKLOG BY 40%.

Increase Back-Office Employee Effectiveness

Verint Operations Productivity captures all these data points and helps managers juggle new volumes and existing backlog as well as peaks and valleys in demand to ensure SLAs are being met.

Hear the Nationale Nederlanden Success Story

Create Accurate Capacity Plans

Prevent over or understaffing with more accurate capacity plans. Operations Productivity captures all work volumes, handle times and service goals, regardless of source system – even manual work items, to create a comprehensive demand forecast.

The solution then calculates the number and skill sets of resources you’ll need to execute the work. Accurate capacity plans can help you maximize resource utilization and meet your service goals at the right cost.

Watch The Video: THE RIGHT COST OF SERVICE

The [Verint] solution manages work, people, and end-to-end processes wherever they are undertaken. The technology is making a vital difference at Wesleyan, ensuring we deliver great service – every time and at a lower operational cost.
Wesleyan Planning and Reporting Manager

Prior to the implementation of Verint® Work Manager™, it was a challenge to consistently track a customer’s end-to-end experience from request to fulfilment. We can now track and optimise the end-to-end customer experience, ensuring we consistently deliver better outcomes for our clients and their customers.
Capita Life & Pensions Managing Director

We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand by the second. We use this unrivalled insight to improve performance and more effectively plan and balance workloads. For the first time, the leadership team felt empowered.
RSA Rebecca Henry, Operations Director

We partnered with Verint to deliver a modern back-office workforce optimization platform and industry-recognized management development program to help deliver future business objectives and mitigate business risks.
NHSBSA Theresa Britton, Head of Service – Pensions

Expand Your Capabilities

Operations Visualizer gave you real-time visibility. Operations Productivity helped you improve the productivity and effectiveness of your employees.

The next step in your back-office evolution is to:

Automate the allocation of work to increase resource utilization
Improve the quality and consistency of the work
Remove any processing bottlenecks that prevent you from hitting your SLAs/service goals.

Learn how Verint Operations Manager solution can help you level up to best-in-class operations.

Learn More

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Whether your contact center is big or small, effectively managing your workforce can be challenging. Rising customer and employee expectations have made the task of forecasting and scheduling staff exponentially harder. With modern tools for scheduling managers and contact center agents, you can balance employee flexibility with customer experience demands.

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