Verint Impact 360
Workforce Optimisation Suite
As the market's first 5th generation workforce optimisation solution, Impact 360 is the most mature, unified portfolio of solutions available for analysing and optimising workforce, customer service, and enterprise performance.
By unifing critical customer services across the enterprise, you can obtain greated insight into workfoce performance, customer interactions, customer service processes, and customer loyalty. Below we have listed the components that make up the Impact 360 suite:
Read more (Brochure, Impact 360, PDF)
Impact 360 Quality Monitoring
Provides audio and screen recording to help increase operational effectiveness, reduce liability, and improve customer experience. Combines agent evaluation and reporting capabilities with optional speech, text, and data analytics to improve performance and deliver maximum business impact.
Read more
Speech Analytics
Mines recorded customer interactions to surface the intelligence essential for
building effective cost containment and customer service strategies.
Read more
Workforce Management and Strategic Planning
Promotes compliance with data privacy regulations by enabling selective capture of interactions. Provides visibility into employee desktop activities to show patterns in workflow and computer usage.
Read more
Customer Interaction Recording
Captures, indexes, and retrieves interactions between customers and agents. Security options help users achieve compliance with Payment Card Industry Data Security Standards (PCI DSS).
Read more
Desktop and Process Analytics
Promotes compliance with data privacy regulations by enabling selective capture of interactions. Provides visibility into employee desktop activities to show patterns in workflow and computer usage.
Performance Management
Provides role-appropriate scorecards and an extensive set of predefined KPIs - along with the ability to create customised KPIs - to help employees see how they're performing against their goals.
eLearning
Automates and simplifies training by making lessons available on the desktop and delivering them at the most opportune time. Helps organisations consistently build employee skills and awareness of new regulations, processes, products, and programmes.
Coaching
Provides out-of-the-box workflow for scheduling, delivering and tracking coaching that's integrated with individual quality monitoring evaluation scores and KPIs. Helps organisations provide employees with better guidance on how to develop their skills.