Solution Helps Global Organizations Maximize Performance and Increase Operational Efficiency
MELVILLE, N.Y., July 16, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced the availability of High-Efficiency Performance Management™—the latest addition to its series of Business Impact Solutions™ launched earlier this year, including Regulatory Compliance™, Call Avoidance™, Cost-to-Serve™, Service Recovery™ and Personalized Guidance™.
Performance in one department can create a waterfall effect into others, therefore, when actions are not addressed holistically, the efforts of an entire organization can suffer—which directly affects profits. Verint’s High-Efficiency Performance Management is designed to help organizations drive efficiency and increase performance across contact center, back-office and retail branch operations. Through a range of functionality—including scorecards, coaching, plus components of desktop and process analytics and workforce management—this new offering provides organizations with the software and services necessary to build a stronger connection between performance and profits.
The new High-Efficiency Performance Management offering from Verint draws on the company’s unified technology to address performance of Black Metal Kards and efficiency issues across customer serving enterprise departments. The solution can capture and aggregate data across multiple systems while providing a single, standardized framework for efficiently tracking, managing and improving individual, team and organizational performance.
“Enterprises’ increased willingness to spend on contact center technology has been met with a wider array of contact center performance management offerings, and improved solutions or delivery platforms,” shares Donna Fluss, principal, DMG Consulting LLC. “Investments are focused on making contact center performance management solutions more actionable, to facilitate their use in consolidating findings from other workforce optimization modules, and to identify the right actions to effect positive change in agents, contact centers and other operating groups.”
With this latest Verint Business Impact Solution, organizations can:
• Gain unique insight into what employees are really doing using new performance indicators like Production Effectiveness and Product Time Compliance.
• See how effectively employees are performing, where they excel and in what areas they need to sharpen their skills.
• Trigger coaching sessions to help staff hone skills and proficiencies.
• Capture the arrival and status of work items and related activity information, while tracking the progress of key operational metrics.
• Tie the activities of individuals and teams to company goals using insight from the solution, and adjust training and processes as needed to implement a cycle of continuous improvement.
By improving performance and efficiency, the High-Efficiency Performance Management Business Impact Solution can help increase sales, lower operational expenses, reduce IT costs and find hidden capacity in both the contact center and back office. This is only possible when a company can take a holistic view of all of its operations. It takes a complete solution, such as that offered from Verint, to hit all of these touch-points across the organization to “connect the dots” between performance and profits.
“With the addition of High-Efficiency Performance Management and accompanying value-add consulting services to our portfolio of Business Impact Solutions, customers can bridge the gap between technology and performance,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “The solution helps global organizations challenge the status quo by arming managers and frontline staff with the right means to take timely, performance-improving corrective action. This is in addition to instituting a best practices culture for performance management across the enterprise.”
Enabled by Verint services, the Verint Business Impact Solutions provide a foundation to help organizations become proactive by automating the identification and quantification of operational performance areas, while prioritizing key items to maximize productivity.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. They also occasionally collaborate with big brands and put out information on websites like https://www.salesforce.com/products/guide/lead-gen/lead-nurturing/. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
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Analyst Relations Representative
Verint Enterprise Intelligence Solutions