altitude uci + verint€¦ · altitude & verint company overview altitude software is one of...

Altitude Xperience + Verint Impact 360

Workforce Management Connector

Agenda

© 2018 Altitude Software 2

Why & Who? Why do we need WFM? Who can benefit from WFM?

Verint Impact 360 Verint Impact 360 solution overview.

What is Workforce Management. WFM Process.What is WFM?

Altitude Xperience & Verint Impact 360 connector.Connector

Benefits from a Altitude Xperience & Verint Impact 360 ConnectorBenefits

Short introduction about Altitude Software and Verint.Company

Overview

COMPANY OVERVIEW

Altitude & VerintCompany Overview

Altitude Software is one of the leading suppliers of customer interaction

management solutions, with more than 1100 live installations worldwide. Its

own solution, Altitude Xperience (unified customer interactions), covers

telephony, email, chat, social media, mobile apps within massive response

environments.

Altitude Software is a leading supplier in Latin America and EMEA and

increasing focus on North America and Asia-Pacific. Altitude Software has a

strong customer base in Financial Services, Outsourcers and Telcos, Utilities

and Media.

Verint is a global leader in actionable intelligence solutions for customer

engagement optimization, security intelligence, and fraud, risk and

compliance. Their products are aimed to support government and

enterprises in making sense of the vast information they collect to meet

performance and security goals. Today, more than 10,000 organizations in

over 180 countries use Verint solutions to improve enterprise performance

and make the world a safer place.


WHAT IS WORKFORCE MANAGEMENT?

Workforce ManagementWhat is it?

Contact centers have a very volatile environment where human

resources play an important role. Therefore it is important to define the

optimal schedule.

6

RIGHT NUMBER of people

with theRIGHT SKILLS

at the RIGHT PLACE

and the RIGHT TIME

© 2018 Altitude Software

Workforce ManagementThe Process

Forecast

Schedule

Manage

Measure

Analyze

Improve

Workforce

Management


WHY & WHO?

Workforce Management is essential in a contact center environment.

Workforce ManagementWhy is it needed?

9

IT and other costs: ~25%

Staff costs: ~75%


Workforce ManagementWho does need it?

Contact Centers with:

• 50 Agents and above

• Predominantly inbound

• Advanced skill based routing

• 24 / 365 service

• Combination of front-and back office

• Call blending (inbound and outbound)

• Multiple channels (phone, email, web…)

10© 2018 Altitude Software

Any of the these situations can

benefit from a WFM tool!

VERINT IMPACT 360

Verint Impact 360 WFMWorkforce Optimization Suite

Impact 360 – a truly unified, analytics-driven

workforce optimization suite for:

• analyzing customer interactions

• improving workforce performance

• optimizing service processes.

Impact 360 brings together:

• workforce management

• quality monitoring

• TDM and IP recording

• speech and data analytics

• customer feedback surveys

• performance management

• eLearning

• coaching.


Verint Impact 360 WFM Workforce Management

As a part of the Verint Impact 360 workforce optimization suite, Verint

Impact 360 Workforce Management, helps organizations find the right

balance between workload and staffing by accurately forecasting workload

and creating schedules to meet service levels, consistently and cost

effectively.


Forecast

Schedule

Manage

Measure

Analyze

Improve

13

Verint Impact 360 WFMHow does it work?

Impact 360 Workforce Management…

…measures and

leverages the

individual talents and

preferences of each employee…

…aligns their skills

and proficiencies with

your business

objectives and customer needs…

…and then

produces optimized schedules.


Verint Impact 360 WFMHow does it work?

Optimized schedules help

to make sure that a

company has…

the RIGHT NUMBER of people

with theRIGHT SKILLS

at the RIGHT PLACE

at the RIGHT TIME


Verint Impact 360 WFMHow does it do?


Monitors in Real-Time

Monitors in real-time if agents follow their schedule

Automates tasks

Automates routine and time-consuming administrative tasks.

allows supervisors to spend more time on coach their staff.

Complies with legislation

Complies with government, union, and “time-banking” regulations.

Schedules Trainings & Meetings

Schedules meetings or training without impacting service levels.

identifies time-off opportunities

Creates Forecasts & Schedules

Creates forecasts and agent schedules based on skills, work queues, and

other parameters.

• reduces the risk of overstaffing,

• minimizes overtime,

• provides employees with the schedules they actually prefer,

• reduce shrinkage

Altitude Xperience + Verint Impact 360 Connector

Altitude Xperience & Verint

Impact 360

WFM Connector

18

Verint Impact 360

+

Altitude

Xperience

Support for

multiple

campaigns

Forecasting &

automated

scheduling

Supports

inbound &

outbound

calls

Real time

adherence

module


Altitude Xperience & Verint

Impact 360

WFM Connector• The Verint WFM Connector provides Verint with real-time and historical

information about voice inbound and outbound activity on Altitude

Xperience enabling Verint workforce planning and real-time adherence

capabilities.

• The Altitude Xperience and Verint Impact 360 WFM Connector allows:

• Extraction of historical data, e.g. campaign statistics reports

• Real-time information about the status of the agents

BENEFITS

Altitude Xperience + Verint

Impact 360Benefits

21

Verint Impact 360 - Workforce Management

• Improved employee satisfaction, reduced attrition

• Enhanced operational efficiency

• Improved customer experience and reduced churn

• Increased savings

• reduced costs by staffing appropriately to meet the workload

• improved employee effectiveness due to higher motivation

• reduced HR costs due to less turnover.

Altitude Xperience

• Routes interactions to the agent most qualified to handle them

• Collects historical data for forecasting

• Provides real-time data for real-time adherence


Thank You!

altitude uci + verint€¦ · altitude & verint company overview altitude software is one of...

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