Verint Enhances Impact 360

Verint announced enhancements to Impact 360 for Back-Office Operations, including advancements in volume and inventory management, as well as work item processing and tracking.

According to Blair Pleasant, UC Expert and co-founder of UCStrategies: "Verint has adapted its Impact 360 workforce optimization solution, which includes workforce management, call recording and quality monitoring, performance management, eLearning, coaching, and robust speech, data, desktop, and customer feedback analytics, to improve business processes that span an enterprise's customer service value chain."

The Impact 360 solution is comprised of software designed to enhance the effectiveness of back-office functions that evaluate the effectiveness of operations, determine system and process efficiencies, monitor workflow, reduce errors, identify trends, and implement changes to improve the experience for customers. With the enhancements, feedback from Verint's customers have been incorporated from a wide variety of industries.

"UC is increasingly being integrated with business process automation, particularly with pro-active, time-sensitive notifications to people," says Art Rosenberg, UCStrategies UC Expert. "This is enabling automated Communications Enabled Business Processes (CEBP) to reduce the inefficiencies of requiring traditional person-to-person communication contacts for time-sensitive issues. While UC flexibility has been heavily targeted towards direct customer care interactions, Verint's announcement for automatically monitoring and tracking various back-office operations will extend that capability into those back-office processes that indirectly impact customer care delivery."

Rosenberg adds, "Verint's announcement describes the need for back-office operations management to have access to the status of many such activities. What will improve back-office performance management, will be to enable UC and CEBP integrations to efficiently report any dynamic problems in back-office work flow metrics to the appropriate people involved or responsible. While some of the issues are strictly internal concerns, e.g., inventory volumes, other metrics such as 'Work Item Tracking,' could have a direct impact on specific customers who may or may not have to be notified accordingly. Such capabilities will require customized, detailed workflow analyses and user interface design that most organizations are not skilled at. That is why Verint has to offer professional consulting services to prospective customers, not just the software tools for analyses."

Impact 360 for Back-Office Operations is part of the Impact 360 Workforce Optimization suite. For more information, visit www.verint.com