UC3 News — 14 June 2017
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Verint Launches Workforce Optimization Packages for Contact Centers by Robbie Pleasant

Verint Systems Inc. has announced the availability of packaged workforce optimization solutions, designed for and aimed at small and mid-sized contact centers. These mid-market packages are available through its channel partner network, both on-premises and in the cloud, and are stated to include the best-of-breed capabilities of the Verint Workforce Optimization solution.

The mid-market solutions from Verint are designed to integrate with leading automatic call distributors (ACDs), and can be leveraged to provide more insight into improving their customer interactions, engagement, and employees’ workforce performance while keeping costs manageable. They offer robust functionality, streamlined navigation, and an intuitive interface, so as to allow for a quick uptake and low cost of ownership.

There are currently three solution packages from Verint:

  • The Verint Quality Management package is designed to help contact centers move away from random call sampling. It evaluates large amounts of interactions across business channels, which it selects based on relevance and business drivers, as well as employee performance and customer input.
  • Verint Workforce Management offers a web-enabled solution designed to simplify staff forecasting and scheduling, without needing thick-client solutions.
  • The Verint Workforce Optimization package uses quality management, workforce management, performance engagement, and e-learning capabilities to improve business performance and customer experience. It captures and analyzes customer interactions, measures and manages employee performance against goals, and helps deliver targeted learning and development to improve employee skills.

Verint has an extensive network of channel partners, which are dedicated to supporting the mid-market. Customers can access the new Verint Workforce Optimization solution packages through any of its partners, either on-premises or in the cloud.

For more information, visit www.verint.com


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