Verint Workforce Engagement (discontinued)

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:

• Demand forecasts, scheduling.
• Rotational shift planning.
• Time off management.
• Audit Trail.
• Pop-up alerts and email notifications.
• Real-time adherence.

Verint Workforce Optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service.

Verint WFM is used within GB and primarily in our biggest call center, we use it for all departments so we can track adherence and predominantly for the back office functionality. We widely use MY TIME in order to track all off-phone work that is being completed in order to quantify peoples' time worked and their primary Admin to be completed each day.

We use this for Workforce Management of our call center along with Quality Monitoring and Total Recording. It is in use across the entire organization, supporting approximately 1700 call center agents. Business problems addressed include scheduling of the call center reps, quality feedback and scorecards so agents know how well they are doing or where they need improvement. It also provides total recording for regulatory and contractual compliance obligations.

The applications are being used in support of call center management and quality monitoring by multiple business units. The applications help provide resource management and scheduling services along with monitoring and auditing of agent activities.

Across the board in our customer service department.

Used to develop a quality platform for over 6500 agents for call recording and quality assessment. We used it during training of new agents to help them hear how they sound on the phone, as well as, becoming aware of the mistakes they were making. On my own team I used it to perform the actual monitoring of agents (2 per week per agents) and on new employees we would perform at least 4 per week. We trained all departments in the organization to utilize the tool for more than quality assessment. We also used it to develop marketing analysis via performing call studies on various different teams.

I've used Verint in my previous role, we use it as a Call Recording system. Verint records all the incoming and outgoing calls and is used to address any customer service issues. We listen and verify the conversation via member id, this helps understand the situations and address them in efficient manner. Verint is a great tool for all the call centers across the globe.

Verint is used by one of the business units in the organization with a capacity of 120 users. We needed Verint for quality monitoring to improve customer experience.

We use the Workforce Management module, as well as Call Recording and Screen Capture. It is used across multiple Contact Centers, supporting about 1800 Agents. We are required to keep recordings for 3-10 years, depending on type. We use WFM as a scheduling & forecasting tool.