Verint: Impact 360 Express

Small call centers and multimedia contact centers face many of the same issues as larger centers — along with some extra challenges, such as operating in an environment in which a single agent can significantly affect service levels. To help meet these challenges, Verint Witness Actionable Solutions offers Impact 360 Express, a solution that helps smaller centers reap the benefits of workforce optimization.

Impact 360 Express Workforce Optimization
Impact 360 Express Workforce Optimization automates and simplifies key contact center activities that can impact workforce productivity, agent performance, and customer satisfaction, including:

Quality Monitoring/Recording—Impact 360 Express provides monitoring, evaluation, coaching, and development tools for improving the quality of your customer interactions. It can capture interactions and link all calls related to a single transaction together to provide a complete transactional record for compliance, liability, and risk management initiatives. You can monitor calls—including audio and screen activities—in real time and take rapid action to address issues before they escalate. You can even evaluate recordings from the perspectives of both the agent and the customer and flag interactions of interest, add comments, and forward them to agents and other users.

Forecasting, Scheduling, and Adherence Monitoring—Impact 360 Express automates forecasting, scheduling, and adherence monitoring, helping you reduce costs by staffing appropriately to meet your workload. You can produce optimal schedules down to the quarter hour and monitor adherence to see who’s following the schedule—and who’s not—and take corrective action right away.

Automated Training Assignment—Impact 360 Express incorporates automated training functionality that can help improve agent performance. Using Impact 360 Content Producer, you can edit captured interactions into “learning clips” that highlight best practices or areas for improvement. Supervisors can use Impact 360 Course Assigner to send these clips—and other eLearning materials—directly to the agent desktop to help agents build their skills.

To provide flexibility for small call centers and multimedia contact centers, Impact 360 Express is available in in three packages that provide different levels of functionality:

* Impact 360 Express Workforce Optimization provides a workforce performance and productivity solution that includes recording, quality monitoring (with voice and screen capture and real-time monitoring), forecasting and scheduling, adherence monitoring, Content Producer, and Course Assigner.
* Impact 360 Express Quality Monitoring includes recording, quality monitoring (with voice and screen capture and real-time monitoring), Content Producer, and Course Assigner.
* Impact 360 Express Workforce Management includes forecasting and scheduling and adherence monitoring.