Workforce Optimization for Smarter Engagement, Real-Time Guidance, and Employee Productivity
Imagine having insight into your customers’ wants and needs—insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors.
Imagine knowing how effectively your organization delivers a pleasing customer experience—not only in the contact center, but across all the areas of the enterprise that “touch” customers in some way.
Imagine having visibility into your day-to-day operations, understanding who’s doing what, when, and how, giving you the information you need to drive operational efficiencies, meet service goals, minimize risk, and improve processing quality and effectiveness.
Now, imagine being able to put all of this information together into a comprehensive, unified approach for managing the customer experience.
Verint Workforce Optimization solutions can help you do all this, and more.Our customer-centric workforce optimization solutions can work across your entire enterprise, as well as in contact centers, branch operations, marketing and customer care, back-office operations, and financial compliance.With Verint Workforce Optimization solutions, you can capture and manage information about your customers and performance, then use it develop predictive insights for driving measurable, sustainable business results.
Verint offers workforce optimization solutions that work across the enterprise, helping organizations gain deeper visibility into organizational performance and customer needs.By leveraging this intelligence, your business can better engage customers, deliver a more consistent customer experience, and gain valuable insight for continually refining products, services, processes, operations, and staffing.
Today’s contact centers come in many sizes and have a wide range of requirements.That’s why Verint offers workforce optimization solutions for different types of contact centers, including single- and multisite, virtual, outsourced, and offshore centers.
From traditional, telephone-based call centers to complex, multichannel contact centers, to omnichannel customer engagement centers, our workforce optimization solutions are proven and practical.They capitalize on Verint’s rich technical heritage, which encompasses solutions developed by Blue Pumpkin Software, Witness Systems, Mercom, Iontas, Vovici, and KANA Software.
Verint Enterprise Workforce Optimization offers a wide range and depth of capabilities, along with pre-built, unified business process workflows, a centralized view across applications, simplified system administration, and a lower cost of ownership than point solutions.It can help organizations drive smarter customer engagement, provide real-time guidance to improve the quality and security of customer interactions, and enhance employee productivity and performance.
Branch Operations Solutions
Financial institutions and other organizations depend heavily on brick-and-mortar branch offices to provide a local presence for their customers—and must balance branch productivity and performance with revenue generation, service quality, customer satisfaction, cost containment, and staff retention.Verint provides a range of products and services to help retail banks optimize branch operations.
Our portfolio of solutions for retail financial services includes:
- Verint Branch Workforce Optimization to enable accurate forecasting, planning, and scheduling of branch staff, and much more.This retail branch solution is available via a traditional software deployment, as well as through managed, hosted, and subscription services designed to meet the needs of smaller, community banks.
- Verint Branch Desktop and Process Analytics to assist with sales effectiveness, promote best practices, and measure application usage and adherence.
- Verint Advanced Scorecards and Coaching to measure branch and employee key performance indicators and trigger training to improve performance.
- Branch Experience Surveys to capture customer feedback on their sales or service experience in the branch to drive decision-making.
- Branch Time Studies and Consulting Services to provide actionable data to banks, implement best practices, and increase sales volume and productivity of branch staff.
Back-Office Operations Solutions
Back-office performance can have a significant impact on customer loyalty and business profitability, but can be highly complex to capture and analyze.With Verint Back-Office Workforce Optimization, you can gain unprecedented visibility into your back-office operations, helping you improve quality, productivity and process consistency; meet service-level agreements; and reduce resource and processing costs.
Verint Back-Office Workforce Optimization is a comprehensive portfolio for addressing many facets of back-office operations, with:
Desktop and Process Analytics to promote best practices and measure application usage and process adherence.
Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards.
Workforce Management to align your staff with your workload and reduce resource costs.
Quality Management to automate the capture of employee screens and the administrative tasks associated with monitoring, tracking and measuring employee and organizational performance.
eLearning to rapidly address skill gaps and changes in processes, programs, and regulations.
Consulting Services to baseline your operations, design an operating model specific to your needs, and create a change management program to help you achieve your goals.
Financial Compliance Solutions
Financial institutions and trading rooms are typically required to record and archive their voice interactions to ensure compliance with requirements from local and international central banks, security commissions, and government regulations.
Verint for Financial Trading is a proven, reliable system for capturing, indexing, and retrieving trader calls quickly and appropriately, regardless of where they were recorded in the organization.
The solution can be deployed with Verint’s Speech Analytics, Text Analytics, and encryption management offerings, as well as with KANA Case Management, to facilitate trade surveillance across large volumes of interactions.
Verint mobile applications are designed to help busy executives, managers, and employees gain on-demand access to critical business information using their smartphones and tablets.Our mobile solutions can enable employees across the enterprise to capitalize on the powerful functionality of Verint Workforce Optimization and Customer Analytics solutions, both within and outside the workplace.
Verint mobile applications include:
Verint Mobile – Provides the benefits of Verint Workforce Optimization to users of mobile devices, with capabilities available for contact centers, branch operations, and back-office operations.With this native mobile app, users can:
- View daily and weekly schedules for individuals and teams.
- Submit, edit, waitlist, withdraw, approve and deny time off requests.
- View key performance indicator (KPI) scores and related information from Verint Advanced Scorecards.
Verint Enterprise Feedback Management Mobile – Offers an immediate, convenient, and engaging way to collect customer feedback at the point of experience.You can capture customer feedback anytime, anywhere by easily deploying mobile surveys offline or online using the mobile browser, or SMS, in device-friendly formats, on a range of mobile devices.
With Verint mobile apps, organizations can capture the voice of the customer—anytime and anywhere—and operationalize that feedback to enhance customer service and the overall customer experience.
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