Testimonials

  • "Veridian transitioned us from on premise to cloud contact centre seamlessly"

    Tom Griffiths
    IT Manager The Smart Group
  • "There's no doubt this is the superior type of relationship we were looking for. Rather than having a vendor..."

    David Miller,
    Manager of Direct Sales & Service, nib
  • "We wanted a partner that would allow us to get the best ROI from the time and effort we had put into them (Genesys products)."

    David Miller,
    Manager of Direct Sales & Service, nib
  • "In our fairly heavily regulated environment with a very strong ombudsman, we have a requirement to keep comprehensive records of our transactions..."

    David Miller,
    Manager of Direct Sales & Service, nib
  • "You get feedback coming through the contact centre on how well that product is accepted. You can see how the marketing spend relates..."

    Andrew Robertson,
    Chief Technology Officer, Select TV
  • "We had already trained the agents on the new system and were confident it would work, and it went well..."

    Andrew Robertson,
    Chief Technology Officer, Select TV
  • "Veridian got to know our business and really understood what we needed. Their work ethics and approach to service was excellent..."

    Sam Aprile,
    IT Manager, Aussie Farmers Direct
  • "Veridian are by far the best out there in terms of how they engage their customer and service their needs."

    Sam Aprile,
    IT Manager, Aussie Farmers Direct

Workforce Optimisation

Cloud Workforce Management

Your contact volumes aren’t static all day why should staffing levels be? Achieve balance in employee needs, customer satisfaction, and cost containment by ensuring the right agents with the right skills are available at the right time. By matching demand to your scheduled workforce, Veridian Cloud workforce management system assists you in creating the best-case staffing scenario. Features include:

  • Workforce Management Software accurately forecasts customer demand
  • Schedule and manage staff effectively
  • Empower your employees to participate in the scheduling process

For all your Workforce Management needs you you should select Veridian Cloud Workforce Management powered by Verint®. This web-enabled software simplifies the complex task of forecasting and scheduling, provides performance management and eLearning capabilities, and eliminates the expense and administrative burden of thick-client solutions. With Veridian Cloud Workforce Management, you can reduce costs by staffing appropriately to meet your workload, drive business growth and operational excellence, and improve employee effectiveness and retention.

Verint Workforce Optimisation

Calls. Emails. Web forms. Surveys. Mobile apps. Today’s contact centre is going far beyond its call centre foundation to become the hub of an enterprise, multichannel customer experience strategy.

But regardless of the ways in which customers conduct their interactions with the contact centre, they still want personalized, efficient, and secure service—delivered by knowledgeable, skilled employees. And that’s where Verint can help. Our software and services enable contact centres and other areas of the enterprise to capture and analyse customer interactions across multiple communication channels, then use this information to uncover trends and sentiments, improve staffing and performance, minimize risk and fraud, and optimize the customer experience.

Genesys Workforce Optimisation

Delivering a great customer experience and managing customer service operation within budget can be a daunting task. Your Contact Centre operations face the challenge of accurately planning for multiple communications channels, and analysing the quality of conversations your agents deliver across these channels.
Typically the number of interactions you manually analyse is simply not sufficient to provide an accurate view of agent performance. Yet, scaling up your quality management team to meet the demand is time consuming, expensive and yields poor results without automation.

Genesys WFO delivering:

  • Multi-Channel Planning
  • Coaching Employees for Success
  • Better Business Results Through Actionable Analytics
  • Continuous Workforce Optimisation