Impact 360
(from Verint, Witness Actionable Solutions)
An Industry-Defining business combination: Verint & Witness Systems...Creating a new vision for the customer-centric enterprise
From the contact center to branch and back-office operations through to the enterprise, Verint and Witness Systems have come together—creating the leading global provider and innovator of the industry's broadest workforce and enterprise solution set:
- Quality monitoring
- IP recording
- Speech and data analytics
- Performance management
- Contact center and enterprise workforce management
- Learning and eCoaching
- Customer feedback management
- A full range of strategic professional and consulting services
Now you can: Capture and analyze customer interactions. Improve workforce performance. Optimize service processes. Uncover business trends. Discover the root cause of employee and customer behavior. Power the right decisions. Ensure service excellence. And achieve continuous performance improvement across every aspect of customer operations.
Workforce Optimization—Removing the barriers between customer service functions
As companies evolve and mature, they are continually challenged to maximize customer satisfaction and increase revenue while minimizing the cost of customer service. Managing this balance is extremely difficult, particularly since many different and often siloed functions within the enterprise—including the contact center and remote and back offices—all play a role in servicing the customer.
Increasingly, enterprises are turning to workforce optimization applications to help them increase their efficiency and effectiveness by getting the best possible performance from their people, processes and technologies. These applications enable them to capture information on workforce performance, customer interactions, and customer service processes to make decisions, change processes, or adjust staffing as needed.
The effectiveness of workforce optimization applications, however, depends heavily on how well they work across the enterprise's customer service functions, locations, and communication channels. Otherwise, they provide only a narrow view of operations, or—worse yet—they deliver information that lacks proper context.
With Impact 360, Witness Systems provides organizations with a next-generation, end-to-end workforce optimization solution that removes the barriers between siloed customer service functions, enabling organizations to capture, analyze, and act on cross-functional information on workforce performance, customer interactions, and customer service processes. Impact 360 brings together workforce management, quality monitoring, full-time recording, eLearning, performance management, and customer feedback surveys under a single architecture and user interface. As a result, organizations can access information—including actual recorded interactions—more quickly, easily and confidently than ever before.
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