;
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

Textile-garment park inaugurated in Ethiopia's Jimma

Textiles | On 15th Dec 2018

Textile-garment park inaugurated in Ethiopia's Jimma

President Omar al-Bashir of Sudan, President Ismail Omar of Djibouti...

Some trying to create unrest over wages: Bangla minister

Textiles | On 15th Dec 2018

Some trying to create unrest over wages: Bangla minister

Some people are trying to create unrest in Bangladesh over the...

India's Mufti to expand footwear retail to over 500 stores

Apparel/Garments | On 15th Dec 2018

India's Mufti to expand footwear retail to over 500 stores

Indian denim brand Mufti recently announced expansion of its footwear ...

Interviews View All

Vasanth Kumar, Max Fashion India

Vasanth Kumar
Max Fashion India

‘Traditional high-street retailers are now willing to offer franchisees to ...

Veronique Lee, Modavanti

Veronique Lee
Modavanti

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

Top executives, Textile industry

Top executives
Textile industry

GST has levelled the playing field to an extent

Marcello Galvanin,

Marcello Galvanin

Galvanin has more than 50 years of experience in the production of textile ...

Lin Jing,

Lin Jing

Jiangsu New Victor is a Chinese mechanical equipment manufacturing...

Abhishek Pachauri,

Abhishek Pachauri

Reckon Industries is into manufacturing of textile process house machines, ...

Melissa Tate, University of New South Wales

Melissa Tate
University of New South Wales

<div><div><div><div><b>Melissa Tate</b>, a well-known scientist currently...

Eamonn Tighe, Nature Works LLC

Eamonn Tighe
Nature Works LLC

Eamonn Tighe, Fibres and Nonwovens - Business Development Manager of...

Robin Grankvist, OrganoClick AB

Robin Grankvist
OrganoClick AB

Robin Grankvist talks about PFCs, additives and various chemicals used in...

Divvya and Nidhhi Gambhir, Walnut

Divvya and Nidhhi Gambhir
Walnut

<b>Divvya and Nidhhi Gambhir</b> started their career with the launch of...

Judy Frater, Somaiya Kala Vidya

Judy Frater
Somaiya Kala Vidya

Among the many honours showered on Frater, including Fulbright and Ford...

Pranav Mishra, Huemn

Pranav Mishra
Huemn

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

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

Leave your Comments


December 2018

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

news category


Related Categories:

Advanced Search