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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

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