Verint Workforce Optimization for a global company
Use Cases and Deployment Scope
Verint Impact 360 Workforce Management application enables our customer service throughout the business to deliver lean and accurate forecasts and schedules across multiple teams with varying requirements. The solution is global and provides forecasting and tracking functionality for the company worldwide. All employees from agents to managers have access to the application which assists with the day to day management of resources as well as improves forecasting team schedules. The solution is fed from diverse CRM systems and provides the following functionality:
<ul><li>Demand forecasts, scheduling.</li><li>Rotational shift planning.</li><li>Time off management.</li><li>Audit Trail.</li><li>Pop-up alerts and email notifications.</li><li>Real-time adherence.</li></ul>
Pros
- Blended forecasting – shift variety.
- Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
- Automated task scheduling - educated planning.
- We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
- Scorecard reporting –Visibility over performance.
- Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
Cons
- Ease of implementation and integration to get the feeds from other systems.
- High availability and disaster recovery.
Likelihood to Recommend
<ul><li>Easy to scale up, especially for a company with staff in different locations. </li><li>Real-time adherence, compatible with non-telephony systems, particularly webchat and email.
</li><li>Highly customizable system for administrators and resource planners.
</li><li>Time off management including automated holidays, shift swap. </li><li>Requires specialist support to get the system working.</li></ul>
