1 Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable information in every interaction? Impact 360 can help you do all that and more. This suite of powerful, analytics-driven workforce optimization software and services helps organizations improve everything that impacts the customer experience. From interactions in contact centers and branch offices to the underlying back-office processes for service delivery, Impact 360 can provide unprecedented visibility into performance, operations, and customer intelligence across your enterprise, helping you: Capture and analyze customer interactions. Improve workforce performance. Uncover business trends and competitive advantages. Discover the root cause of customer and employee behavior. Make better decisions faster. Connect your customer care operations more tightly with the rest of your enterprise. Enhance customer service across your organization. Impact 360 leverages critical information from customer interactions to help optimize workforce performance, giving you insights into the customer experience that might otherwise be difficult if not impossible to obtain. Then, it provides analytics to help transform raw data into actionable information. So you not only know what s happening you know why, allowing you to make better decisions faster. Impact 360 is a unified solution for transforming customer service from a detached business function into a strategic enterprise asset.
2 The Impact 360 Workforce Optimization Suite Impact 360 is the broadest unified portfolio of solutions available for analyzing and optimizing workforce, customer service, and enterprise performance. Functionality includes: Quality Monitoring Provides audio and screen recording to help contact centers increase operational effectiveness, reduce liability, and improve the customer experience. Combines agent evaluation and reporting capabilities with optional speech and data analytics to help improve agent performance, increase supervisor productivity, and focus quality programs to achieve maximum business impact. Workforce Management and Strategic Planning Automates and simplifies forecasting and scheduling while providing performance management and elearning capabilities. Helps organizations reduce costs by staffing appropriately to meet workload, improve service by scheduling the right agents with the right skills at the right time, and enhance employee effectiveness and retention with elearning and agent self-service capabilities. Shows tradeoffs among costs, service levels, revenue, and staffing through what if scenarios to support strategic planning. Speech Analytics Automatically categorizes and analyzes call content to reveal the root causes of customer perceptions, business outcomes, and call volumes. Helps organizations identify market opportunities and competitive threats while surfacing trends that might otherwise go undetected. Data Analytics Analyzes interaction data to suggest root causes of specific performance metrics, ways to improve negative performance factors, and how addressing these factors might change KPIs. TDM and IP Recording Provides a flexible recording solution for compliance and sales verification in IP, traditional time-division multiplex (TDM), and mixed telephony environments. Enables organizations to capture, index, and retrieve customer/caller interactions. Security options help users achieve compliance with Payment Card Industry data security standards. Performance Management Provides role-appropriate scorecards and an extensive set of KPIs along with the ability to create customized KPIs to help all levels of the organization see how they re performing against their goals. Customer Feedback Surveys Uses short, context-sensitive, dynamic surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels. Provides insight into the effectiveness of your people, products, and processes, helping you take action quickly. elearning Automates and simplifies training by making lessons available on the desktop at the most opportune time. Helps organizations consistently build employee skills and awareness of new regulations, processes, products, and programs. Coaching Provides out-of-the-box workflow for scheduling, delivering, and tracking coaching that s integrated with individual quality monitoring evaluation scores and KPIs. Helps organizations provide employees with better guidance on how to develop and enhance their skills. Application Analysis Captures desktop activities and application usage to show employee workflow patterns and the root cause of inefficient internal processes that may cause unnecessary customer inquiries into contact centers, service centers, or branch offices.
3 With Impact 360 Analytics-driven Workforce Optimization, You Can: Gain unprecedented visibility into customer service processes, workforce performance, and customer intelligence. Use actionable intelligence from customer care operations to make better, faster decisions that impact enterprise revenue, costs, compliance, customer loyalty, and competitive advantage. Enhance employee skills, satisfaction, and retention. Achieve further return on investment through expert consulting services. Get the Most from Your People, Processes, and Technology Impact 360 is a unified suite of analytics-driven workforce optimization solutions for addressing critical customer service functions across the enterprise, including: Quality monitoring TDM and IP recording Workforce management Speech and data analytics Performance management elearning Coaching Customer feedback surveys Because this functionality works together, you can obtain greater insight into workforce performance, customer interactions, customer service processes, and customer loyalty than you might from separate systems and applications. The result is a closed-loop system for continuous, enterprise performance improvement that can enable you to: Capture customer interactions in their entirety, selectively, on demand, or randomly. Analyze data from customer interactions to understand trends and root causes. Establish realistic forecasts and performance goals. Schedule and deploy the right number of staff with the appropriate skills. Collect customer feedback through IVR, Web, and surveys to understand drivers of satisfaction, identify improvement areas, and gauge customer loyalty in real time. Measure performance to identify execution issues and excellence. Make decisions that can improve service delivery, efficiency, products, processes, and profits. Drive performance improvement by delivering targeted coaching and training, or re-engineering processes. Refine your forecasts and performance goals based on key performance indicators (KPIs) and other valuable data you ve collected.
4 Impact 360 in Action Impact 360 provides valuable solutions for specific functions, such as quality monitoring, recording, and workforce management, but it delivers even greater value when deployed as a suite. Because its solutions work together, it can make information that s typically collected in different functional areas of your enterprise available at the click of a button. As a result, it can help you predict, perform, analyze, and act to meet the changing requirements of your business: Predict Forecasting Align your resources with projected customer demand and corporate objectives, and create what if scenarios to determine tradeoffs among costs, service levels, revenue, and staffing. Even if your contact center is outsourced, you can share your staffing requirements with your outsourcer and load its planned staffing data back into Impact 360. Scheduling Automatically factor the skills and proficiency levels of each employee into schedules that can be adjusted on the fly. Perform Adherence Track how closely staff adhere to their schedules through alerts and screen pop-ups that show adherence anomalies. You can drill to captured interactions to see what s causing problems, and perform live monitoring and recording right from the adherence screens. Quality Monitoring and Recording Capture interactions based on rules you define, then review them easily using Impact 360 s Smart Inbox, or forward them to others, as appropriate. You can even edit captured interactions into learning clips that highlight best practices. Performance Management Use predefined or customized KPIs displayed in role-appropriate scorecards to track and analyze performance. Want more insight? Just drill to adherence screens and recorded interactions directly from the scorecard. Analyze Speech Analytics Gain insight into customer comments and sentiments that might otherwise go undetected without listening to thousands of calls or conducting a focus group. And you can share this information easily with other areas within your enterprise. Data Analytics Uncover cause-and-effect relationships by finding contact scenarios that can impact your KPIs. Customer Feedback Surveys Solicit customer feedback using short surveys delivered over the IVR, Web, or then take action. Coaching Schedule, deliver, and track coaching using an automatic workflow that's integrated with scorecards and training. Act elearning Assign training on demand or automatically based on scorecard results. Whether you re using learning clips that you ve created from recordings or other materials, it s all available on the desktop or workstation. Reporting Use the information provided by Impact 360 s robust reporting to refine your customer care strategies and processes across the enterprise and the process repeats.
5 Impact 360 Delivers Real-world Solutions with Real Business Value Around the globe and across a range of industries, Impact 360 helps large and mid-sized contact centers, multi-site centers, virtual centers, branch offices, back-office operations, and outsourced or offshore operations meet a range of business challenges. For example: Service Improvement A large telecom provider used Impact 360 Quality Monitoring and Speech Analytics to pinpoint which handset was causing the highest level of customer complaints, resulting in a change in handset design and significant reduction in calls to the contact center along with a multimillion-dollar credit from the handset provider. Productivity Gains A leading provider of interactive communications and entertainment services in the southeast United States decreased agent attrition by 55 percent while adding 10,000 minutes of productivity the equivalent of four full-time equivalents to its contact center per week using Impact 360 Workforce Optimization. Cost Reduction A provider of customer service support for semi-custom printed materials and engraved products implemented Impact 360 Workforce Optimization and improved its service levels by nearly 10 percent while reducing its cost per monitored call by more than 60 percent. Revenue Generation One of the largest insurance groups in the world uses Impact 360 Workforce Management and IP Recording to capture transactions and more effectively manage staffing and workload in its direct sales contact center. By better aligning agents with workload and optimizing agent time, the organization increased its sales leads and grew revenue significantly. Customer Retention A large North American utility company relies on Impact 360 Customer Feedback to understand the root cause of customer attrition. When customers mention competitive offerings, the system alerts staff in the customer retention department, enabling them to take action. Quality Assurance and Compliance A large bank in North America uses Impact 360 Quality Monitoring and elearning to enhance quality, training, and compliance in its contact center. The bank sends best-practices examples from its recorded interactions and information on new products, regulations, and policies directly to the agent desktop, helping it meet requirements for compliance and ISO-9000 certification. Performance Enhancement A provider of travel and road services uses Impact 360 Quality Monitoring, Speech Analytics, and Data Analytics to improve operational effectiveness. Using captured customer interactions, the organization can identify issues that impact performance in its contact centers and determine why they occur, enabling it to take action promptly while delivering a better customer experience. Competitive Advantage A global provider of outsourced IT services uses Impact 360 Workforce Optimization to schedule, monitor, and train employees at service desks in countries around the world. The cost savings provided by the solution can be passed on to the provider s clients, helping it compete more effectively in a highly competitive industry. Customer Satisfaction One of the largest providers of banking and financial services in the UK uses Impact 360 Quality Monitoring and Recording in its finance division to help drive customer service and first-call resolution in its contact centers. These solutions enable the division to perform root-cause analysis to understand call drivers, streamline call routing, and improve quality, helping the division achieve the highest customer satisfaction scores within the bank.
6 Choose the Combination of Solutions That s Right for Your Business Impact 360 targets different areas of customer service operations and can grow along with your business: Impact 360 Workforce Optimization brings together quality monitoring, TDM and IP recording, speech and data analytics, workforce management, performance management, customer feedback surveys, and elearning and coaching to help organizations analyze customer interactions, improve workforce performance, and optimize service processes. Impact 360 Workforce Management provides strategic planning, forecasting, scheduling, adherence monitoring, performance management, and elearning capabilities. Impact 360 Quality Monitoring combines call recording functionality with analytics, performance management and actionable learning capabilities. Impact 360 Recording captures, indexes, and retrieves customer and caller interactions in TDM and IP telephony environments. Impact 360 for Retail Financial Services provides bundled forecasting, scheduling, performance management, strategic planning, and process and application analysis to help optimize and manage labor in retail banking and financial services organizations. Impact 360 for Retail Financial Services Managed Services offer community banks the forecasting and scheduling tools of a workforce management solution, without the up-front costs of a customized installation. Impact 360 for Back-office Operations combines forecasting and scheduling, resource planning, quality assurance, performance management, and more to help improve throughput and productivity in back-office functions, such as fulfillment, billing, and collections. To provide organizations with an even greater set of solutions to meet their specific customer service needs, Impact 360 is offered with a variety of optional, add-on software and services. Receive Guidance from World-class Consultants Verint Impact Services are professional services that can help you get the most from your investment. From implementation, technical support, and training to process and change management, performance management, and solutions consulting, you can be confident that our experienced consultants understand your business practices and operations and are committed to your success. About Verint Witness Actionable Solutions Verint Witness Actionable Solutions is the leader in analytics-driven workforce optimization. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience across contact center, branch, and back-office operations. Verint. Powering Actionable Intelligence. Verint Systems Inc. is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. More than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage, and enhance the security of people, facilities, and infrastructure VERINT 330 South Service Road Melville, NY USA October 2008 WAIM U Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners Verint Systems Inc. All Rights Reserved Worldwide.
Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable
Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................
The Evolution of Quality Monitoring How Technology Can Enhance the Effectiveness of Quality Monitoring Programs Table of Contents Introduction... 1 The Quality Monitoring Process... 2 Process Overview...
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
Fundamentals of Contact Center Analytics A Verint Systems White Paper by Diego Lomanto, Senior Solutions Marketing Manager Bill Durr, Principal Global Solutions Consultant Verint Witness Actionable Solutions
[ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical
Customer Interaction Analytics TM A 360 Approach for Analyzing the Voice of the Customer Across Multiple Communications Channels Table of Contents The New Voice of the Customer... 2 Customer Interaction
Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What
The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.
SOLUTION BRIEF: CA IT ASSET MANAGER How can I reduce IT asset costs to address my organization s budget pressures? CA IT Asset Manager helps you optimize your IT investments and avoid overspending by enabling
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
Voice of the Customer Analytics TM: Solutions for Customer Experience and Voice of the Customer Executives A Verint Systems White Paper Table of Contents Introduction... 1 Capturing the Voice of the Customer...
Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations
When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment Contents S1 An Industry in Transition Over the past few years, retail has seen seismic changes in how the customer shops.
NICE BACK OFFICE SOLUTIONS Improve the Efficiency and Effectiveness of Your Back Office Operations Insight from Interactions www.nice.com INTRODUCTION In today s competitive marketplace, your company has
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
KnoahSoft Harmony TM Suite Because Not All Agents are Created Equal Performance management is not just software; it is a mindset that permeates the entire solution. When performance management tools are
Enterprise Feedback Management Solution Guide August 2014 Table of Contents Solution Overview... 1 A Foundation for Success: Enterprise Feedback Management... 1 Components of EFM Success... 1 Multichannel
The Missing Links in Back-Office Business Process Management 2012 Sponsored by: 2011 DMG Consulting LLC -1- March 2011 Table of Contents The Back-Office Staff Optimization Opportunity... 1 You Cannot Manage
IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)
Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
Enterprise Storage Manager Managing Video As A Strategic Asset November 2009 Table of Contents About Verint Video Intelligence Solutions... 1 About Verint Systems... 1 Preface: The Significance of Video
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service
Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...
PEOPLESOFT HELPDESK FOR HUMAN RESOURCES Today s Human Resource organizations are faced with the challenge of providing rapid and high quality customer service to their workforce while containing or reducing
Cisco Unified Workforce Optimization for Express 8.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every
IBM Analytical Decision Management Deliver better outcomes in real time, every time Highlights Organizations of all types can maximize outcomes with IBM Analytical Decision Management, which enables you
Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact
Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
Simplifying the audit through innovation Simplifying the audit through innovation New performance Smoother workflows and stronger collaboration New clarity Consistent execution and greater visibility New
Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
Making the Case for an Automated HR Help Desk ENGINEERED FOR PRECISION empowering hr and engaging employees with affordable, easy-to-use self-service technologies LBiSoftware.com Overview Can an automated
It s Time to Fix Back-Office Operations September 2013 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Back-Office Workforce Optimization Suites... 1 Solving the Work Allocation
OCWUT Call Center Reporting Technical Design and Implementation Summary Report Actions to Date December 7, 2010 Trustees approve assessment of Utility Customer Service Call Center April il19, 2011 Trustees
LANDesk Service Desk LANDesk Service Desk Certified in All 15 ITIL v3 Suitability Requirements PinkVERIFY is an objective software tool assessment service that validates toolsets that meet a set of functional
Introduction 2 Break Down Silos Between Contact 3 Center and CRM Data Use Data Analytics to Improve Contact Center 4 Performance and Customer Experience Leverage Customer Data 5 to Improve Customer Experience
Workforce Optimization. for Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more
Industrial Manufacturing Infor Industrial Manufacturing for fabricated metal manufacturers Increase efficiency Metal fabricators are constantly trying to find ways to drive costs out of production in order
ElegantJ BI Simple. Smart. Strategic. ElegantJ BI White Paper Operational Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational Business Intelligence
Infor10 Corporate Performance Management (PM10) Deliver better information on demand. The speed, complexity, and global nature of today s business environment present challenges for even the best-managed
Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and
IBM Software Business Analytics Cognos software The IBM Cognos family Analytics in the hands of everyone who needs it The IBM Cognos family Overview Business intelligence (BI) and business analytics have
IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine
DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing
Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best
PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.
ElegantJ BI White Paper Key Performance Indicators (KPI) A Critical Component of Enterprise Business Intelligence (BI) Integrated Business Intelligence and Reporting for Performance Management, Operational
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
tech line / apr 2012 Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics Glean the most value from your data with an analytical approach to contact center reporting. By Lori
WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: email@example.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...
Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers
Easily Discover the Conversations Call Recording and Speech Analytics Will Transform Your Business: Seven Common Business Goals and Speech Analytics Solutions Published January 2012 www.mycallfinder.com
Solution in Detail Automotive Executive Summary Contact Us Vehicle Sales Optimizing Your Wholesale Business Efficient Sales Collaborative Operation Faced with declining margins, automotive sales organizations
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
i Call Center First Call Resolution Guide Sponsored by Table of Contents Executive Summary...1 Strategic Role of Contact Center Performance Management...1 CCPM Defined...1 Defining and Calculating First
Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact
The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2
IBM Software Business Analytics IBM SPSS Predictive Analytics Predictive Analytics for Donor Management Predictive Analytics for Donor Management Contents 2 Overview 3 The challenges of donor management
Business Process Services White Paper Automating Email Management: Managing Workflow Effectively About the Authors Deva Latha S. Assistant Consultant Deva Latha has over nine years of experience in Business
PRODUCT BRIEF: CA SERVICE CATALOG CA Service Catalog r12 CA SERVICE CATALOG PROVIDES A CENTRALIZED LOCATION OF AVAILABLE SERVICES THAT DESCRIBES THESE SERVICES IN BUSINESS TERMS. IT OFFERS A SELF-SERVICE
It s Time to Revisit your Complaint Management System January 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Servicing Applications Make a Difference... 1 Delivering Outstanding Customer
CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All
Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health
Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions
TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business
New World of Customer Expectations The Agile Enterprise The Agile Enterprise Jerry Gregoire, the CIO of Dell Computers, said it best Customer Service is the next competitive battleground. We have entered
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers
Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging
Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to
CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has
Your consent to our cookies if you continue to use this website.