Home / Knowledge / News / Information Technology / Impact 360 WFM supports contact center expansion
Impact 360 WFM supports contact center expansion
09
Jul '09
Verint Systems Inc announced that a leading U.S.-based mail order company has deployed the next-generation Impact 360 Workforce Management software from Verint Witness Actionable Solutions. The implementation includes forecasting and scheduling, advanced adherence, time off management and reporting.

With millions of customers nationally, the company offers a full line of apparel and accessories for men and women. To accommodate business growth, the organization moved its primary contact center into a new facility, as well as opened a branch contact center location. In conjunction with the relocation, it sought to invest in a feature-rich and highly scalable workforce management (WFM) solution that would help anticipate customer and workforce staffing needs, schedule the right staff to meet demand, and maintain a core focus on customer service excellence.

These objectives, coupled with its technology requirements, led to the selection of Verint and the implementation of Impact 360 Workforce Management. The solution helps the mail order company automate and simplify forecasting and scheduling, as well as benefit from the software's intuitive dashboard that allows seamless monitoring and management of hundreds of agents.

In addition, the organization can now apply historical data for a real-time view into forecasted, actual and predicted volume — including the ability to establish profiles to model contact center volume behavior for reoccurring orders and catalog sales. Using the solution, it also is able to configure email alerts and screen notification so staff schedules can be quickly adjusted to meet changing needs. Further, the addition of time off management has introduced new agent self-service capabilities, empowering them — as well as automating the process, saving supervisors time that can now be used for more regular, focused staff coaching.

“By engineering our next-generation Impact 360 Workforce Management to include key performance management and strategic planning functions, customers benefit from a reduced total cost of ownership and simplified processes by leveraging a single provider for services, support and maintenance,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “At Verint, we're focused on providing robust WFM technology in a simplified fashion — making it easier for our customers to deploy and achieve a tangible ROI from our solutions, while also reducing their risk and accelerating their time to benefit.”

Verint Systems Inc

Must ReadView All

Textiles | On 29th Apr 2017

Textile sector may have uniform GST rate: Irani

The textile sector could have a uniform Goods and Services Tax (GST)...

Textiles | On 30th Apr 2017

Government revamping tech mission on cotton

Indian Government is working to revamp the technology mission on...

Apparel/Garments | On 30th Apr 2017

Columbia Sportswear records Q1 net sales of $543.8 mn

Columbia Sportswear Company has announced record net sales of $543.8...

Interviews View All

Siddharth Biyani
Mangalam Industries Pvt Ltd

‘The manufacturing sector is improving day-by-day, becoming better in...

Amit Jain
Shingora Textiles Ltd

‘In terms of fabric, the fastest growing category for us is a blend of...

Smita Murarka
Amanté

‘There is huge demand in the Indian lingerie market for non-wired styles.’

Larry L Kinn
Suominen Corporation

Larry L Kinn, Senior Vice President - Operations Americas of Suominen...

Kevin Nelson
TissueGen

Kevin Nelson, Chief Scientific Officer, TissueGen discusses the growing...

Lynda Kelly
Suominen Corporation

Suominen Corporation is a manufacturer of nonwovens as roll goods for...

Mike Hoffman
Gildan Activewear SRL

Gildan Activewear, a manufacturer and marketer of branded clothing and...

Madhu Jain
Madhu Jain

She grew up in the walled city of Old Delhi, completed her studies, and...

Bani Batra

Bani Batra’s couture wedding collection is inspired by traditional Indian...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH

news category


Related Categories:
April 2017

April 2017

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

SUBSCRIBE


Browse Our Archives

GO


E-News Insight
Subscribe Today and Get the
Latest News Update in Your Mail Box.
Advanced Search



X