Call Center -- Workforce Optimization
Verint Witness Impact 360
For today's busy call center managers, it's more important than ever to make the most of agents, processes and information. Workforce optimization (WFO) software technology is one way to achieve those goals. The WFO market is not a new one, but there was increasing customer interest in WFO technology this year, thanks partly to product improvements in usability.
Not surprisingly, there was plenty of competition this year in the Call Center – 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 Witness 360 product, giving the product high marks for functionality, ease of integration and ease of use.
Following Verint's acquisition of Witness in spring 2007, the company did extensive integration work to bring together the best components of each portfolio, according to one of our judges.
Impact 360 unifies performance management, workforce management, full-time recording, quality monitoring, and eLearning under one platform and one user interface. The product simplifies forecasting and scheduling while providing insightful reporting capabilities and valuable learning tools.
"[The combined product is] a very strong market offering for WFO that has potential to excel in both the front and back office," one judge said.
Additions to the latest version of Impact 360 include a single integrated solution for dedicated inbound, outbound and blended contact center operations; more intelligent strategic forecasting techniques; and extended capabilities into enterprise back-office operations.
Customers using the product reported more efficient schedules with reduced staffing hours, reduced need for overtime, identification of time-off opportunities, and reduction in shrinkage. Impact 360 automates routine administrative tasks, freeing up time for critical 1:1 coaching.
The workforce management technology includes a tool called Impact 360 Forecasting and Scheduling, which considers each agent's individual skill and proficiency rather than grouping agents as members of skill groups. Using the Impact 360 Forecasting and Scheduling tool, managers can gain greater insight into each agent's individual skills and make it easier to match workload with the skills of the workforce, which should improve service level.
The following pricing example is for a 250-seat center.* (*List price -- prior to any discounts)
Software License $149,000
Services $42,000 (excluding $7,500 for hardware)