Verint launches Impact 360 Express for small and medium size businesses
Following the December launch of its next-generation, enterprise workforce optimisation (WFO) suite, Verint Systems has announced Impact 360 Express, which delivers world-class WFO to contact centres in the small and medium sized business (SMB) market.
Part of the Verint Witness Actionable Solutions business line’s WFO solution set, Impact 360 Express is available exclusively through the company’s broad, global distributor and reseller partners.
Today’s contact centres continue to be challenged with striking the balance between driving sales, managing operating costs and ensuring high-calibre customer experiences. This can be particularly true for SMBs where resources can run tight. Impact 360 Express is designed for smaller companies in the healthcare, financial services, telecommunications and other key vertical industries with contact centres, all of which increasingly face the same business requirements as their larger competitors.
Impact 360 Express is a WFO solution designed to capture customer intelligence and optimise workforce performance. It features quality monitoring/recording and workforce management embedded with complementary software components that enable companies to manage performance and focus on staff training and development. As a result, businesses can record, evaluate and store customer interactions; automate and simplify forecasting and scheduling; turn recorded customer interactions into best-practice training scenarios; and deliver skills-improving courses and feedback to agents.
With Impact 360 Express, SMBs can benefit from comparable functionality, performance and productivity gains as large, multi-site, distributed enterprises. The solution can help identify trends, spot potential problems, and proactively address them, as well as streamline business processes, satisfy compliance and regulatory requirements, better manage disputes and minimise losses, and help deliver world-class customer experiences.
Designed for rapid results through streamlined implementation and training, Impact 360 Express further reinforces Verint Witness Actionable Solutions’ ongoing investment in and commitment to building and enabling its global channel partners.
“We understand how important it is for small and medium sized businesses to maintain a competitive edge, and no competitive offering on the market today comes close to delivering WFO software and services to SMBs at this price,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.
“For customers seeking an affordable, leading-edge solution - one they can get up-and-running quickly from a single provider - the search ends with Impact 360 Express,” adds Treaster. “The solution makes it possible for companies of all sizes to boost productivity, reduce attrition, and capture and evaluate interactions, as well as satisfy compliance and risk management requirements. Delivering a robust WFO solution to SMBs is critical for our global partners and the customers they serve. This is, and will continue to be, a key area of focus for us.”
Impact 360 Express allows companies to select specific capabilities for use in their contact centres today, with the flexibility to add additional functionality as their needs change and operations grow. The solution can be implemented quickly without expensive hardware or middleware. For more information about Impact 360 Express, please visit www.verint.com
