Call Center - Workforce Optimization (WFO)
Gold Award:
Verint Witness Actionable Solutions Impact 360 v 7.8
There was ample competition this year in the Call Center -- Workforce Optimization (WFO) category for SearchCRM.com's Product of the Year awards. Ultimately, our judges gave the honor to Melville, N.Y.-based Verint Witness Actionable Solutions for its Impact 360 v 7.8 product, giving the product high marks for innovation, functionality and usability.
"The clear winner is Impact 360 Workforce Optimization from Verint," one judge said. "There has been a consolidation in the last few years between the formerly separate areas of quality monitoring (QM) and workforce management (WFM), and WFO implies the best of both worlds. Impact 360 is the only entry with a 'best of breed' offering in both areas, as well as a core understanding of how agent performance impacts employee schedules."
The software is designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.
The product's capabilities include those of traditional call center applications as well as tools for nontraditional uses aimed at knowledge workers and remote staff. Impact 360 integrates tools for managing many aspects of call center staffing and performance, including workforce management, quality monitoring, IP recording, customer feedback surveys, speech analytics, data analytics, application analysis, performance management reporting, and e-learning tools.
Judges also praised Impact 360 for innovative features such as complex data and voice analytics, and the ability to identify trends and hot topics among captured recordings. The product also includes many new patent-pending features, including integrated automated speech engine results for root-cause analysis, intelligent strategic application adherence, and extended workflow capabilities across the suite.
"The Impact 360 Workforce Optimization product is one of the market's most robust product suites," one judge said.
Verint 360 customers reported increased agent proficiency and greater satisfaction among their customers and staff, according to the company's submission form. They also like having a full range of workforce optimization tools with a single look and feel. Some 360 customers reported using the tool to mine their customer interactions and gain greater insight into customer perceptions and agent behaviors.
Version 7.8 offers quality monitoring in IP and TDM telephony and back-office environments, as well as more advanced planning tools, adherence management and outbound scheduling.
Pricing for Impact 360 is typically based on number of seats, with discounts as seat-number volumes increase. The starting price for the Impact 360 Workforce Optimization suite is approximately $1,000 per seat.