Verint® Systems Inc. today announced that one of the largest North American prescription fulfillment providers is implementing its next-generation Impact 360® Workforce Optimization suite. As part of a large-scale, virtual enterprise strategy, the organization sought a unified, enterprise solution that would enable it to plan, manage and maximize its company-wide, pharmaceutical mail order operation. Specifically, it wanted to apply best resource forecasting and scheduling business practices into its mail order workforce planning.
To meet its customer service and mail order fulfillment requirements, the organization selected Impact 360 Workforce Optimization from Verint® Witness Actionable Solutions® for use across its mail order back-office operations, as well as its contact center. With the software, the pharmacy health care provider will use the solution to combine traditional forecasting, scheduling, resource planning and strategic planning, with monitoring, reporting, variance measurement, and desktop and process analytics. These capabilities make it a practical solution for gaining real-time insight into day-by-day, hour-by-hour activities and workload, actual throughput, and employee productivity to both enhance the customer experience and help ensure accuracy in the order fulfillment process.
According to the organization, it will leverage Impact 360 to create optimized resource scheduling to better manage service level goals, while keeping operating costs in check. Based on inputs—such as business forecasts, job assignments, and employee availability and efficiency rates—it can identify resource scheduling deficiencies and opportunities, as well as forecast future demand. Verint’s Impact 360 suite also will enable dynamic scheduling adjustments, schedule adherence monitoring, and analytics-driven reporting of historical and real-time attainment of service levels within its mail order customer service operation.
“Verint’s enterprise workforce optimization solutions enable organizations to gain a more holistic view and take a more pointed approach to customer service operations,” explains Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “We’re pleased that this industry-leading organization is deploying workforce optimization across the enterprise.”
Today’s customer-facing contact center and the back-office departments—such as order fulfillment, claims processing and billing—are vital in helping shape the customer experience. These parts of a company house a vast and constant flow of data and intelligence into the efficiency and effectiveness of organizations’ people, processes and technologies. Through a unified contact center and back-office solution, like Impact 360, businesses have the tools to help them make more rapid, fact-based decisions to increase efficiency; maximize time and resources; align staff scheduling and skills to actual demand; identify flawed and/or inefficient processes; achieve service level agreements with lower costs, backlog and overtime; and train and retain employees.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2010. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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