Verint® Systems, Inc. today announced that GoDaddy.com, the world's largest domain name registrar and top Web hosting provider, has implemented the next-generation Impact 360® Workforce Management™ solution from Verint Witness Actionable Solutions®.
Following its June 2010 deployment across four Go Daddy contact center sites, the company is benefiting from Verint’s robust, workforce management (WFM) solution comprised of automated forecasting, scheduling, strategic planning, adherence, shift bidding, time off management, scorecard and learning functionality.
With Go Daddy’s expanding global customer base of 8.6 million and total domains under management sitting at more than 44 million, the company selected Verint’s Impact 360 Workforce Management solution to further its reputation for being a customer service leader. With Impact 360, Go Daddy is boosting the efficiency and effectiveness of its existing agent workforce, automating capacity planning and forecasting and scheduling, improving adherence management and enhancing its staff training—all while keeping operating costs in check.
“Go Daddy handles more than one million calls each month, so it's essential for us to be staffed appropriately 24/7," says Go Daddy Customer Care Vice President Miguel Lopez. “By using Impact 360 Workforce Management, we can make necessary changes quickly to keep our world-class service up to our standards. Verint also makes it possible for us to forecast the right staffing based on Go Daddy's tremendous growth.”
Impact 360 allows Go Daddy to realize a host of efficiencies by staffing appropriately to meet workload; improve service and contract resolution by scheduling the right agents with the most appropriate skills at the best time; and improve employee effectiveness and retention via advanced scorecards. eLearning and self-service training options also help to build proficiencies, counter skills gaps, and stay attune to company and industry updates easily and directly—all via the agent desktop.
“Organizations like Go Daddy are finding that multiple sites, expanded media options, staff proficiencies and preferences, along with customer expectations, have made contact center operations more complex than ever to manage,” comments Steve Weller, senior vice president, Americas, Verint Witness Actionable Solutions. “We are pleased that Go Daddy selected Impact 360 to simplify, automate and fine tune these processes, save time and enhance the customer experience.”
About Impact 360 Workforce Management
Impact 360 Workforce Management is part of the Impact 360 Workforce Optimization™ suite. As a packaged solution, it features such capabilities as forecasting, scheduling, adherence and strategic planning, along with bundled functionality for performance scorecards and eLearning. The solution also features a single sign-on and unique WFO business workflow integrations that span across functions. Designed to measure and leverage the individual talents and preferences of each employee, align their skills and proficiencies with business objectives and customer needs, and produce optimized schedules, Impact 360 Workforce Management helps deploy the right staff, with the right skills, at the right time—across contact center, branch office and back-office customer service operations that help shape the customer experience.
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, text 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 85 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, 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 and our Quarterly Report on Form 10-Q for the quarter ended October 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.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.
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