The Impact 360 Workforce Optimization suite is a unified, analytics-driven solution that enables the contact center and enterprise systems involved in critical customer service functions to share information, work together, and ultimately deliver a better, more cost-effective customer experience.
With Impact 360 Workforce Optimization, organizations can capture and analyze customer interactions, uncover business trends, discover the root cause of employee and customer behavior, and make decisions that impact the quality and efficiency of customer service. In fact, Impact 360 Workforce Optimization can help organizations improve workforce performance and optimize service processes beyond the contact center, extending into branch and back-office operations.
Impact 360 combines Witness Systems’ innovative workforce optimization software and services with the functionality of ULTRA, Verint’s industry-leading solution for recording, quality monitoring, and analytics. This powerful combination of products and services provides solutions for:
Quality Evaluation Optimisation
Impact 360 is available as a comprehensive solution or in packages that target specific areas of contact center operations. Optional, add-on functionality provides an even greater set of functionality to help meet contact center needs.
Impact 360 Workforce Optimization provides a complete workforce optimization solution that can translate into a lower total cost of ownership and a faster return on investment. It provides functionality for workforce management, quality monitoring, analytics, performance management, customer feedback surveys, and eLearning.
Impact 360 Workforce Management provides forecasting, scheduling, adherence monitoring, performance management, and eLearning capabilities.
Impact 360 Quality Monitoring combines call recording functionality with performance management and eLearning capabilities.
Impact 360 Recording captures, indexes, and retrieves all customer and caller interactions in traditional and IP telephony environments.
Get a FREE Independent Contact Centre Review ($600 Value)
Enter your details bellow and we will contact you shortly
