Technology Deployment Helps Enhance Processes, Workforce Performance, and Customer Experiences and Engagement
MELVILLE, N.Y., April 13, 2016 – Verint® Systems Inc. (Nasdaq: VRNT) today announced that a leading global healthcare diagnostics company extended its investment in and is deploying key Verint Workforce Optimization™ solutions, including workforce management and desktop analytics across multiple departments in its organization. Leveraging the technology, it will extend its ability to capture customer data, enhance employee performance and develop predictive insights to drive measureable business results.
Initially, the healthcare organization used Verint solutions to enhance its contact center operations, and in doing so, has been able to reduce cycle times and costs, improve process performance, increase productivity and accelerate cash collections. Based on these successes, the company is taking the Verint solutions into its back-office departments.
This multi-phase deployment brings Verint Workforce Management™ (WFM) across the company’s operations and supply chain, branch, logistics, IT contact center and patient service centers. Having the right number of employees, with the right skills in place at the right time, is critical to delivering superior customer service, managing costs, and striking an optimal balance between workload and staffing.
Together with Verint Desktop Analytics™, the healthcare organization can understand how employees are using applications and systems to perform their work in the back office. Another key benefit is the ability to deliver real-time guidance on next-best actions across different systems, applications and processes to enhance the customer experience and enable more effective and efficient engagement.
The company furthered its investment in Verint’s solutions in December 2015. Click here to learn more information about Verint Workforce Optimization solutions.