Operations Manager

Leverage CX Automation in the back office to improve efficiency and ensure service and quality goals are met.

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  • 91% Reduction in end-to-end processing times (from >35 days to 3 days) Capita

  • Wesleyan went from 2 day to 6 hour decision promise

  • Major UK Energy Provider substantial reduction in OT and increase in turnaround times

NEW! Verint Work Allocation Bot

The Verint Work Allocation Bot automates the prioritization and allocation of work for back-office operations, especially those that execute complex, multi-touch, multi-step processes. The bot ensures the right work is assigned to the right employee at the right time to meet your task and process service goals without any manual intervention.

work allocation bot

RSA transforms back-office productivity and effectiveness

Verint Operations Manager empowered RSA leadership with the actionable intelligence and business practices they needed to drive operational excellence.

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“We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand by the second. For the first time, the leadership team felt empowered.”

Enable a more agile, responsive back-office

Verint helps organizations tackle the top challenges in back-office operations:

  • Increase operational visibility and control.
  • Improve employee productivity and effectiveness.
  • Speed turnaround times and SLA achievement.

With Verint Operations Visualizer back offices can increase time spent in production. Verint Operations Productivity builds on that increase in productivity and helps improve the effectiveness of employees while in production. Verint Operations Manager enables organizations to dynamically rebalance and reprioritize workloads intraday to ensure end-to-end service goals are met.

Learn more about the Top 3 Challenges of Back-Office Operations

Time for a Fresh Take on Back Office: Road to Efficiency and CX Excellence

Back-office operations have been struggling for decades to improve efficiencies and CX.  In Aberdeen Strategy & Research’s latest report, learn how best-in-class organizations are taking a new approach to back-office automation that’s empowering them to achieve these business outcomes:

  • Increase customer retention by 82%
  • Improve year-over-year employee productivity by 16%
  • Decrease year-over-year back-office costs by 12%.
Learn how!
Aberdeen report: Time for a Fresh Take on Back-Office Automation

Prioritize and rebalance work in real-time

An accurate capacity plan in the back office is critical to ensuring you are not over-staffed (incurring unnecessary cost) or under-staffed (negatively impacting service goals). Yet even with a robust, accurate capacity plan, unexpected events can wreak havoc on your operations – take the pandemic for example. Some industries were inundated with new requests, while others had major drop offs.

Real-time activity data lets managers balance workloads across teams intraday. Operations Manager helps reduce overtime, increase resource utilization, speed turnaround times, and ensure organizations meet, or exceed service goals.

Hear how Capita’s “mission control” helped them improve turnaround times by 70%.

Meet end-to-end service goals

Reduce the amount of rework and the added cost of customer complaints with automated quality workflows for real-time routing of work for validation before moving on to the next step.

Operations Manager can help ensure compliance to process and regulatory standards with simplified quality sampling and spot-checking of in- process work, sending automated alerts to managers when errors or process deviations are detected.

5 Amazing Examples of Improved SLAs

Your back-office automation journey

Further optimize your operations with workforce engagement solutions available on the Verint Cloud for Back-office Operations.

Featured resources

Featured solutions

  • Operations Visualizer

    Gain visibility and control of your day to day operations and improve employee productivity
  • Operations Productivity

    Increase employee effectiveness with a real-time dashboard to manage employee time, work volumes, and SLA achievement.
  • Performance Management

    Give employees and managers visibility into performance to drive better service and greater job satisfaction
  • Workforce Management

    Forecast and schedule your team to help achieve service goals, maximize capacity, and reduce costs.
  • Desktop and Process Analytics

    Optimize productivity and capacity, improve processes and help ensure compliance.