Verint (News - Alert) Systems recently announced that one of its customers, an un-named “cellular phone operator,” will be implementing the next-generation Impact 360 workforce optimization (WFO) solutions from Verint Witness Actionable Solutions.

According to a release, the ooperator provides its customers with a variety of flexible cell phone programs. By implementing these solutions from Verint, the organization seeks to create a workforce optimization strategy, as well as invest in contact center technology that can help sharpen its focus on service quality and consistency.

The organization will be implementing an upgrade to Impact 360 Quality Monitoring, along with two additional WFO solutions –  Impact 360 Workforce Management and Impact 360 Customer Feedback, Verint sources said.

Describing the features of the Impact 360 Quality Monitoring system, officials explained that it included advanced audio and screen recording capabilities, synchronized voice and data capture, agent evaluations and reporting. The solution also offers built-in performance scorecards and eLearning functionality which enhance employee effectiveness.

Impact 360 Workforce Management solutions is expected to help organizations improve agent performance, reduce costs by staffing appropriately to meet workload, increase supervisor productivity, and administer focused quality programs in order to achieve maximum business impact, officials added.

Additionally, organizations are likely to find that their service is improved as the system allows them to schedule agents with the right skills during the most optimal shifts.

Explaining the Impact 360 Customer Feedback solution, officials said it offered organizations first-hand customer intelligence on its people, processes and offerings thus providing the information necessary to take action quickly and focus on the accounts or customers that require more attention.

By providing for short, context-sensitive, dynamic surveys, Impact 360 Customer Feedback captures real-time data on products, staff performance, and customer loyalty and satisfaction levels which enhance the efficiency of an organization.

Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, emphasized that an analytics-driven workforce optimization strategy was a key element in creating successful contact centers, as well as thriving enterprises.

Treaster added, "Organizations such as the cellular phone provider have discovered that capturing the customer experience and analyzing its effectiveness, prioritizing training and development, and managing to excellence through forecasting and scheduling, is critical."

Verint Witness Actionable Solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.