Autoglass to deploy quality monitoring

Autoglass plans to deploy the Impact 360 solution for quality monitoring across 250 contact centre agent seats at its head office at Priory Business Park in Bedford.

Autoglass selected Impact 360 following an internal review to assess how its existing solution was performing. This prompted the company to look at other vendors. Replacing technology from a prior supplier, Autoglass is working in partnership with IP Integration, a Verint business partner that will also implement and support the solution. Autoglass selected Verint for its unified, analytics-driven workforce optimisation vision. Leveraging Impact 360 Quality Monitoring, the organisation will benefit from synchronised voice and data recording, as well as performance management scorecards and eLearning functionality that will enable the company to create custom training and best practice learning content from its customer interaction recordings.

“At Autoglass, we understand that what our agents say and how they say it leaves a lasting impression with our customers, so we’re committed to giving our team all the tools, training, encouragement and confidence they need to do a great job. That’s why investing in a high-performance quality monitoring solution was so important for us,” explains Ian Stewart, telecoms manager, Autoglass. “After a comprehensive analysis of the different offerings available, it was clear that Impact 360 from Verint Witness Actionable Solutions was the best suited to help us deliver on our promise in providing outstanding service and high quality customer experiences.”

“Our contact centre team was impressed with Impact 360’s integrated approach to recording, performance management and eLearning, and we could see how the company’s unified workforce optimisation and analytics-driven vision can support our long-term strategic goals. We believe Impact 360 will play a key role in our overall customer contact strategy,” continues Stewart.

Steve Walker, managing director, IP Integration comments, “Working alongside Verint, we initially met with a range of operational staff at Autoglass to get a better understanding of the company’s challenges and goals. Based on its focus areas and technical requirements, Impact 360 proved to be an excellent fit.”

Adds David Parcell, managing director in EMEA for Verint Systems, “We’re delighted that Autoglass will be implementing Impact 360, and look forward to growing our partnership. It was clear that Impact 360’s analytics-driven approach was a good match for the organisation as its integrated workforce optimisation capabilities provide a platform for continued development now and into the future.”

Serving more than 1.5 million motorists each year, 24 hours a day, 7 days a week, 365 days a year, Autoglass is committed to service convenience at its customers’ preferred locations, quality workmanship and a high quality customer experience from start to finish. With these focuses, among others, the organisation believes the Impact 360 software will deliver critical insights through active agent performance assessments and focused agent training and development, along with the solution’s ability to help gauge business process effectiveness and other internal operations efficiencies.

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