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Verint Announces Latest Release of Its Enterprise Workforce Optimization Solution

This week, Verint announced significant enhancements to its industry-leading enterprise Workforce Optimization (WFO) solution.Rajeev_Venkat_05-12

Designed to strengthen the connection between organizations and their employees with customers, this latest version of Verint WFO includes powerful analytics, dynamic visualizations and a fresh, new user interface. These enhancements can help global organizations work across multiple communications channels to meet consumer expectations—enabling smarter engagement for competitive advantage. Here’s an overview of some of the new capabilities in the release:

Smarter Engagement

Headlining the enhancements is a completely redesigned user interface (UI) that can be tailored to suit individual working styles, helping employees be more productive. The new UI effectively provides unified WFO on an intuitive, customizable screen—as opposed to multiple discrete applications. The solution’s business workflows help shorten the time from when insights are gained to when they can be applied.

Available throughout the solution, a single, customizable environment displays attributes of interactions across channels, helping to enable smarter engagement. Additionally, a newly re-architected speech analytics solution provides a more intelligent, faster and more accurate way to glean new levels of insights from phone calls.

Real-Time Guidance

New capabilities such as embedded voice biometrics technology can help improve the customer experience and reduce fraud-related losses—while also potentially lowering call handling times and costs. These capabilities can help agents identify fraudsters—and authenticate customers—at the beginning of an interaction. This helps reduce the need to ask identity authentication questions that can often frustrate customers.

Employee Productivity

An intense focus on employee productivity rounds out the release. With the redesigned application forVerint Quality Management, employees can complete self-evaluations—and managers can have immediate, comprehensive views of employees’ performance, learning and coaching histories while playing, evaluating or live-monitoring interactions.

Verint Performance Management includes enhancements to help enable managers to use milestones based on the scores of select key performance indicators to enhance employee performance in a structured manner. Combining information from different systems helps users gain a more accurate picture of employee productivity and uncover unused capacity.

These enhancements build on Verint’s Customer Engagement Optimization platform by enabling organizations to enrich customer interactions, improve business processes, and optimize the workforce.Learn more about how this exciting release can benefit you, too!

The post Verint Announces Latest Release of Its Enterprise Workforce Optimization Solution appeared first on Customer Experience Management Blog.

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