Verint solution helps CTI to expand range of On Demand services
CTI expands On Demand service ecosystem: customers now have a unique opportunity to optimize resources in their contact centers with solution Impact360 Workforce Optimization from Verint, a world leader in optimization solutions for call centers, back offices and branch networks.
The service is delivered on SaaS model and allows customers to record screen activity and conversations of contact center employees, to monitor the quality of customer service. It also includes workload forecasting system and workforce planning, performance monitoring and reporting system.
CTI is an exclusive Verint partner on cloud services in Eastern Europe, Russia and CIS countries. CTI highlights the following advantages of On Demand service for workforce optimization: no capital investment costs, no technical support costs, minimum installation time. WFO solution allows customers to focus on service quality instead technology.
«Forecast and Planning (WFM-F&S) is a smallest possible component of WFM systmen available for order,» explains Dmitry Brednev, manager responsible for CCaaS and WFOaaS. «A customer can add the following options: self-service, traffic management, KPI management, training management. So, customers can choose the size of WFM system according to their needs (to take full advantage of SaaS model, to pay only for what you use, without paying for unused features as in most on-premise solutions). When ordering a set of services, customer receives additional benefit as subscription fee is lower.»
«Moreover, WFOaaS service (On Demand optimization) is integrated with another our service CcaaS (On Demand Contact Center), says Dmitry. «These solutions can be delivered as a single all-in-one solution to those customers who need a full-featured modern flexible and reliable tool to attract and retain their customers, increasing loyalty and improving service quality.»
«Verint is working on development of solutions to improve customer service,» says Dmitry Kondratiev, Regional Sales Director at Verint Systems in Russia and CIS countries. We hope that companies that choose Impact360 Workforce Optimization for the development of their staff will benefit from automated quality control and get a full understanding of customer satisfaction.»
About Verint Systems
Verint® (NASDAQ: VRNT) is global leader in Actionable Intelligence® solutions. There are solutions for ensuring security (Enterprise Intelligence Solutions™ и Security Intelligence Solutions™) that help organisations to leverage big data (Make Big Data Actionable™) enabling recording, analysing and processing rich, complex, and often not sufficiently considered data from voice and video recording, unstructured text. Verint offers products and additional services that help organizations of any sizes to make better, faster decisions. Today, Verint solutions are used by more than 10,000 organizations in 150 countries, including more than 80% of the Fortune 100. Verint is headquartered in New York state, with offices worldwide and extensive parnter network around the globe. More information is available at www.verint.com.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ helps oragnisations of any size to collect data on customer interactions, their emotions and behavior trends, to analyze this data, improve efficiency and optimize the service quality. The solution portfolio includes Impact 360 ® Workforce Optimization ™ and Voice of the Customer allowing to achieve competitive advantage by improving customer satisfaction and loyalty, improving products and services, reducing costs and increasing profits.