October 26, 2012 — Verint® Systems Inc. (NASDAQ: VRNT) has announced new enhancements to its Impact 360® Enterprise Workforce Management™ software, designed to help optimize and manage people, processes, and workflow. Many organizations underestimate the inter-departmental impact back-office functions have on customer service and satisfaction. With the latest enhancements to Verint’s workforce management solution, customers have access to workflow process mapping capabilities that help companies optimize their staffing requirements.
Modeling Complex Work Queues for Back-Office Operations
Work performed across back-office departments can be much more complex than those found in traditional contact centers. One of the challenges that many organizations face is the inability to visualize the flow of complex work queues, modeling the time and effort required at each step in the queues and synchronizing the entire process to optimize staffing requirements. If not forecasted accurately, then staffing and scheduling problems will result in missed goals, customer dissatisfaction, adverse business and legal consequences, and unnecessary labor costs.
To address these challenges, Verint’s, fully browser-enabled, Impact 360 Enterprise Workforce Management solution models complex back-office operations and then produces optimized employee schedules based on, for example, end-to-end service goals across multiple work queue processes. To enhance visibility, the solution provides a “canvas” interface that can be used to graphically model and edit complex, multi-step, linked work queues. New linear programming techniques allow for dynamic forecasting and allocation of work proportions to different links in the work queues. Additionally, process scheduling capabilities optimize scheduled activities to ensure the entire multi-step process, such as a mortgage application, is completed in time to meet end-to-end process service goals.
According to DMG Consulting LLC’s 2011-2012 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report, “The ‘wall’ separating front and back-office operating groups is starting to come down. Workforce optimization suites are now available that are dedicated to improving the performance of back-office employees… The market is seeing a variety of new tools to enable front-office (contact center) staff to help out the back office during times of slow call volume, which are inevitable even in the best-managed groups due to variability of call arrival rates.”
“Working with enterprise customers has afforded Verint the opportunity to take our customer-centric solutions, which have been proven in the contact center, and successfully implement them across departments and back-office operations,” shares Nancy Treaster, general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “These latest enhancements will not only allow us to continue helping our enterprise customers address the more complex work queue process modeling, but also enable back-office teams to achieve and maintain operational excellence—leveraging a unified enterprise workforce management framework that provides singular visibility into and manageability of the work, people and processes across customer touch points.”
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
