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Contact Center Solutions

Contact centers come in many sizes and have a wide range of requirements. To help meet these needs, Verint Witness Actionable Solutions offers workforce optimization solutions that can provide unprecedented visibility into customer service processes, workforce performance, and customer intelligence. Our solutions portfolio includes offerings for multi-site, virtual, and outsourced contact centers of all sizes.

Solutions for Large, Multi-Site, Virtual, and Outsourced Contact Centers 
The Impact 360 Workforce Optimization suite is a unified, analytics-driven solution that enables the contact center and enterprise systems involved in critical customer service functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience.

With Impact 360 Workforce Optimization, organizations can capture and analyze customer interactions, uncover business trends, discover the root cause of employee and customer behavior, and make decisions that impact the quality and efficiency of customer service. In fact, Impact 360 Workforce Optimization can help organizations improve workforce performance and optimize service processes beyond the contact center, extending into branch and back-office operations.

Impact 360 combines Witness Systems’ innovative workforce optimization software and services with the functionality of ULTRA, Verint’s industry-leading solution for recording, quality monitoring, and analytics. This powerful combination of products and services provides solutions for:

• Workforce optimization
• Call recording
• IP recording
• Quality monitoring
• PCI and recording encryption
• Speech analytics
• Data analytics
• Workforce management
• Performance management
• eLearning 
• Customer surveys
• Application analysis 

Impact 360 is available as a comprehensive solution or in packages that target specific areas of contact center operations. Optional, add-on functionality provides an even greater set of functionality to help meet contact center needs.

• Impact 360 Workforce Optimization provides a complete workforce optimization solution that can translate into a lower total cost of ownership and a faster return on investment. It provides functionality for workforce management, quality monitoring, analytics, performance management, customer feedback surveys, and eLearning.
• Impact 360 Workforce Management provides forecasting, scheduling, adherence monitoring, performance management, and eLearning capabilities.
• Impact 360 Quality Monitoring combines call recording functionality with performance management and eLearning capabilities.
• Impact 360 Recording captures, indexes, and retrieves all customer and caller interactions in traditional and IP telephony environments.

Optional, add-on functionality provides an even greater set of functionality to help meet contact center needs.

Solutions for Small and Mid-sized Contact Centers

Verint Witness Actionable Solutions provides powerful recording, quality, and transaction management solutions for small and mid-sized contact centers.

• Audiolog is a powerful solution for mission-critical recording. Audiolog features highly reliable and flexible recording capabilities, remote live monitoring and playback from the desktop, and a powerful interactive assessment tool. By providing rapid access to recordings with instant recall and incident-based or call data-based retrieval, Audiolog can help facilitate regulatory compliance.
• Impact 360 Express is a workforce optimization solution designed for small to mid-sized contact centers. Impact 360 Express automates and simplifies key contact center activities that impact workforce productivity, agent performance, and customer satisfaction.

Events

Verint’s award-winning contact center solutions enhance the quality of your customer-focused operations, with innovative products built by the leaders in contact center performance and analytic technology, plus world-class delivery, service, and support.