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 20th Sep 2017

India needs to double cotton farmers’ income: top official

India needs to double the income of cotton farmers and non-farmers...

Textiles | On 20th Sep 2017

Pakistan seeks more JVs with China: textile minister

The Pakistani Government wants to forge more joint ventures (JVs)...

Apparel/Garments | On 20th Sep 2017

Egypt’s garment exports touch $941 million in 8 months

Egypt's garment exports touched $941 million in the first eight...

Interviews View All

Prabu Mohanram
Balavigna Weaving Mills Pvt Ltd

The biggest challenge that the weaving industry faces is high price

Veronique Lee
Modavanti

‘Sustainable fashion is trending upwards, slowly but surely, as people...

Shawn Honeycutt
Bolger & O'Hearn

‘The Indian market is interesting and rather persistent in seeking new...

Kevin Nelson
TissueGen

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

Marten Alkhagen
Swerea IVF AB

Marten Alkhagen, Senior Scientist - Nonwoven and Technical Textiles of...

Suresh Patel
Sidwin Fabric

Sidwin Fabric is a manufacturer and exporter of polypropylene textiles and ...

Pranav Mishra
Huemn

Designers Pranav Mishra and Shyma Shetty’s Huemn is known for its...

Prathyusha Garimella
Prathyusha Garimella

Hyderabad-based designer <b>Prathyusha Garimella</b> is known for blending ...

Aditi Somani
Aditi Somani

Aditi Somani specialises in luxury fusion wear with international cuts and ...

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

September 2017

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

news category


Related Categories:

Planning to Take the Leap towards
Sustainability?

Do you see sustainability as a route to business growth?

Yes No

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes No

Active Poll

Do you see sustainability as a route to business growth?

Yes
74.5%
No
12.8%
Skip
12.8%

Total Votes: 47

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes No

Active Poll

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes
61.7%
No
25.5%
Skip
12.8%

Total Votes: 47

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes No

Active Poll

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes
87.2%
No
6.4%
Skip
6.4%

Total Votes: 47

Thanks for your valuable feedback. Claim your free latest sustainability e-book.

Active Poll

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes
70.2%
No
10.6%
Skip
19.1%

Total Votes: 47


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