Work Manager
Uncover business intelligence for back-office operations to gain deep insights, increase capacity, and meet service goals.
Uncover business intelligence for back-office operations to gain deep insights, increase capacity, and meet service goals.
Customer support and back-office areas are plagued with operational siloes, legacy systems that don’t integrate, and complex, multi-touch processes. Organizations need a simple and intuitive dashboard that provides a single view of all work being processed, no matter of system, department, individual or work type.
Verint Work Manager is a business intelligence solution that provides operational transparency and gives managers, team leads and individuals the insights they need to improve their performance and achievement of production goals. The data enables organizations to be more agile in moving resources to meet customer demand and service goals.
Work Manager captures and prioritizes work, regardless of sources system, and presents the next best work item to the employee with the right skills and capacity to execute the task. Automating work allocation helps organizations create efficiencies by improving employee utilization and productivity, while reducing:
In complex processing environments, where work is passed off between individuals and departments, organizations struggle to track work items against their service goals. It is not uncommon for
Verint Work Manager tracks work against individual process step and end-to-end service goals, sending managers automated alerts should a work item be at risk of missing its deadline. Managers can now proactively balance and reassign the work to ensure service goals are met.
"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."
"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."
"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."
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Verint Systems UK Ltd.
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+44 (0)1932 839500
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