Impact 360 workforce optimization presenter title event if applicable date
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Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date. About Verint. Verint At A Glance. VERINT LEADERSHIP. THE NETHERLANDS GERMANY POLAND. Founded 1994 and based in Melville, NY A top 100 global software company A top 30 US enterprise software company

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Impact 360 workforce optimization presenter title event if applicable date

Impact 360 Workforce OptimizationPresenterTitleEvent (if applicable)Date


Impact 360 workforce optimization presenter title event if applicable date

About Verint


Impact 360 workforce optimization presenter title event if applicable date

Verint At A Glance

VERINT LEADERSHIP

THE NETHERLANDS

GERMANY

POLAND

Founded 1994 and based in Melville, NY

A top 100 global software company

A top 30 US enterprise software company

More than 10,000 customers in 150 countries

THE UNITED KINGDOM

CALIFORNIA

15 YEARS

FRANCE

COLORADO

HONG KONG

WFO

Overall Market

Leadership in

WFO1

CANADA

TOP 100

Analytics

CHINA

Speech

Analytics Market

Share Leader2

JAPAN

MEXICO

Over 450 patent registrations and applications

TOP 30

Innovation

GEORGIA

FLORIDA

INDIA

Security

50

World Wide

Leader in

Video Security

AUSTRALIA

MASSACHUSETTS

MARYLAND

NEW YORK

NEW JERSEY

VIRGINIA

10,000+

BRAZIL

SINGAPORE

Global Leader in Actionable Intelligence®Solutions

1 Datamonitor Nov ‘08

2 DMG Aug ‘08


Impact 360 workforce optimization presenter title event if applicable date

Why Verint - Market Share


Impact 360 workforce optimization presenter title event if applicable date

Combined Market Share

Internet Protocol (IP) Recording

Workforce Optimization

with Recording

Speech Analytics

Quality Monitoring

2008 Speech Analytics Market Report, DMG Consulting

(based on number of implementations)

2008 Voice/Data Recording/ Speech Analytics Market,

Tern Systems (based on CSR shipments)

2009 Quality Management/Liability

Recording Market Share Report,

DMG Consulting

(based on total IP recording revenue)

2009 Quality Management/Liability

Recording Market Share Report,

DMG Consulting

(based on WFO and recording revenue)

Verint Witness Actionable Solutions

Closest Competitor

Next Closest

Rest of Market

Workforce Management

Workforce Management Services

Workforce Optimization Services

Workforce Optimization

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

(based on product and services revenue)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

( based on WFM+QM service revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

(based on WFM services revenue)


Wfm market share growth leader

WFM Market Share Growth Leader

+31%

22%

21%

20%

19%

18%

17%

16%

15%

14%

“Verint-Witness showed the largest gain, 4.9 share points or a 31% increase in market share over two years”

Source: The Pelorus Group, 2009 World Contact Center Workforce Management Systems Market

2006 2007 2008


Verint the wfo leader 2008 2009

Verint: the WFO Leader 2008 & 2009


Impact 360 workforce optimization presenter title event if applicable date

What is WFO?


What if you could

What If You Could …

  • Managers - Consolidate agent management activities

  • Analysts - Expand investigative capabilities

  • Quality Assurance - Enhance coaching opportunities

  • Training - Automate training requests

  • System Administrators - Centralize administration

  • Executives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement

You can - with a Workforce Optimization strategy


What is workforce optimization

What is Workforce Optimization?

A strategy that helps companies better managethe people, process and technologiesassociated with the customer experience

Process

Delivered by People

Enabled by Technology

Reduces Costs lImproves Customer Experience lIncreases Revenue


Six building blocks of workforce optimisation

Six Building Blocks of Workforce Optimisation

  • Benefits include:

  • Reduced administrative costs

  • Management process synergies

  • Enhanced ease of use due to a single interface

  • Streamlined reporting and analysis


Analyst validation of wfo

Analyst Validation of WFO

  • “ The costs associated with the purchase of multiple siloed tools from a range of disparate vendors will be significantly higher than a suite from one provider.”

    • “Once integrated, the functional domains begin to complement each other, and provide incremental business value.”

  • Recommendation:

  • Work toward an integrated WFO vision as part of a long-term strategy for improving short-term efficiencies and long-term effectiveness by reducing the vendor portfolio by one, as part of each planned upgrade.

Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008

Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009


Tarp study of customer complaints

TARP study of customer complaints

20

  • Agents ___%

    • Poor training

    • Don’t follow policy

    • Bad attitude

  • Company ___%

    • Product / service problem

    • Broken processes

    • Billing errors

  • Customer ___%

    • Customer error

    • Misaligned expectations

65

15

Source: TARP study of customer complaints (200 large firms)


Impact 360 workforce optimization presenter title event if applicable date

Unified, Analytics-Driven, Enterprise Enabled WFO


Impact 360 workforce optimization presenter title event if applicable date

Verint’s Unified Suite of Applications

SPEECH,

DATA AND SCREEN ANALYTICS

PERFORMANCE

MANAGEMENT

WORKFORCEMANAGEMENT

QUALITY

MONITORING

eLEARNING &

COACHING

AGENTS

CUSTOMER FEEDBACK

Get Immediate Answers to “Where?” and “How?”

Increase Productivity

Improve Agent Performance

Automatically Assign Learning

Increase Productivity

Improve Adherence

Focus QM on the Calls that “Matter Most”

Streamline Quality Monitoring

Track and Analyze Agent/Group KPI Performance

Determine Root Cause of KPI Performance

Decrease Costs

Reduce Adminstrative Overhead and Save Money

Less Agent Training Required

Automatically Quality scores to F&S for scheduling

Pass F&S and Adherence stats to Scorecards

Automatically send learning and coaching assignments to F&S for scheduling

Pass evaluation scores to Scorecards

Unified interface for agent Schedule/Scorecard/eLearning/Coaching access

Pass survey scores to Scorecards

Pass survey scores to evaluation form

Pass competencies and training scores to Scorecards

Drill to interaction from survey

Pass Speech Analytics categories to the Scorecards

Pass call details to data analytics

Drill to interactions from Scorecards

Pass QM scores to data analytics

Drill to Adherence from Scorecards

Automatically prioritize calls for review based on speech category

Performance-driven learning and coaching

Drill to interactions from analytics results

Immediately assign lessons from evaluations

Alerts & Notifications

Pop-up alert to agents on upcoming eLearning and Coaching events

Single Sign-on

Pop-up alert to agent on schedule change

Exit Unifications

Central Add, Change, Remove

Drill to call/live monitor and record from Adherence


Verint s analytic tools

Verint’s Analytic Tools

  • Provide actionable intelligence from customer interactions

  • Deliver a 360 degree view of customer experience

  • Automatically surface trends without predefinition

  • Drive workflow through the organization


Verint s enterprise enabled solutions

Verint’s Enterprise Enabled Solutions

  • Help determine if root cause of problems are outside the contact center

  • Provide a workflow to leverage findings outside the contact center

  • Extend WFO beyond the contact center - into the back office, branches, remote workers and customer service operations

  • Offer enterprise-scale architecture;no matter how many sites you have or how virtual your organization is


Wfo in back office operations

WFO in Back Office Operations

Productivity improvement

  • Reduce variance between best/worst staff process times

  • Ensure staff stays on-task throughout the day

  • Reduce over/under staffing costs/penalties

Accuracy & reduced rework

  • Use “Black Box” evidence to improve process

  • Target training at just those needing it , when needed

  • Base task standard effort on hard, objective data

Better, timely decisions

  • Identify performance trends and respond quickly

  • Base actions on hard facts, not best guesstimates

  • Track post-decision progress and organizational buy-in


Industry validation of verint wfo

Industry Validation of Verint WFO

“Verint's vision for WFO spans the front and back office and is, by far, the most executed on through the creation of a dedicated enterprise division…”

“The depth and breadth of Verint’s integrated Impact 360 portfolio merges the best from Witness Systems and Verint’s product lines…”

“Verint’s desire for true WFO solution unification creates a strong value proposition...”

Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008


Verint wfo delivers roi

Verint WFO Delivers ROI

  • Decreased call volume by 22 percent

  • Doubled contact center recurring revenue over previous year

  • First contact resolution increased 33 percent to 85% from low of 63%

  • An additional 10,000 minutes of productivity per week (equivalent of 4 FTEs)

  • Approximately $1 million in headcount cost savings through more optimized scheduling

  • Adherence of 94% across departments and lowering attrition by 55%

  • Reduced headcount by 30 percent


Industry leadership and awards

Industry Leadership and Awards

Magic Quadrant for Contact Center Workforce Optimization

“Leader” – Highest Issued WFO Rating

MarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management

“Strong Positive” – Highest Rating for Each

Workforce Optimization Technologies Decision Matrix

Highest Technology Assessment; Top “Short List” Rating


Impact 360 workforce optimization presenter title event if applicable date

The market for WFO


2009 market drivers

2009 Market Drivers

IP recording exceeds TDM for the first time

Strongest WFO add-ons: Speech, survey, performance management and coaching

Speech analytics becomes expected WFO component and potential driver for back office

WFM adopted outside contact center in back office operations

DMG Consulting 2009


Wfo market growth projections

WFO Market Growth Projections


Impact 360 workforce optimization presenter title event if applicable date

The Product


Manage risk and ensure compliance

Manage Risk and Ensure Compliance

Compliance Recording

Analytics-Driven WFO

Data Analytics

Speech Analytics

Customer Feedback

Traditional WFO

Performance Mgt

eLearning

Enterprise Value

WFM

Quality Monitoring

Record, Store & Playback

Compliance and

Liability

Agent/Center

Performance

Customer

Experience

Operational

Effectiveness

Complexity of Objective


Strategic application for contact centers

Strategic Application for Contact Centers

Quality Monitoring

Analytics-Driven WFO

Data Analytics

Speech Analytics

Customer Feedback

Traditional WFO

Performance Mgt

eLearning

Enterprise Value

WFM

Quality Monitoring

Record, Store & Playback

Compliance and

Liability

Agent/Center

Performance

Customer

Experience

Operational

Effectiveness

Complexity of Objective


Easy to use and intuitive

Rules-based recording easy to set up

Random

Schedule-based

Event-based

Easy playback of recorded sessions

Evaluation forms are simple to create and auto-populate with information

Evaluation screens are easily created and modified

Comprehensive built-in reports and ad-hoc report writer

Searches are easy to perform

Easy to Use and Intuitive

Reduces admin & training costs


Impact 360 workforce optimization presenter title event if applicable date

WFM - a key Building Block of WFO

WFM includes eLearning and Performance Management

Analytics-Driven WFO

Data Analytics

Speech Analytics

Customer Feedback

Traditional WFO

Performance Mgt

eLearning

Enterprise Value

WFM

Quality Monitoring

Record, Store & Playback

Compliance and

Liability

Agent/Center

Performance

Customer

Experience

Operational

Effectiveness

Complexity of Objective


Wfm more than forecasting and scheduling

WFM – More Than Forecasting and Scheduling

  • Workforce Management

    • Sophisticated and flexible techniques for accurate forecasts and schedules

    • Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity

    • Individual Skill and proficiency-based scheduling

    • Advanced Adherence management tools

    • ‘What-If’ scenarios with Agent Profiles (Phantom agents)

    • Strategic Planning

    • Long term strategic planning – Trending and Special Event handling

    • Unique Workforce Optimization Integrations include

    • Unified Interface

    • Scheduling of eLearning

    • Drill to Interaction from Adherence and Scorecards

    • Quality Scores in Scheduling


Impact 360 workforce optimization presenter title event if applicable date

Optimize Forecasts and Schedules

  • Individual agent skill and proficiency

  • Single, multi, virtual and outsourced sites

  • Inbound and Outbound

  • Multi-media – phone, e-mail, & chat

  • Back Office work

  • Outsourcer coordination

  • Events and training

  • Powerful work patterns and rules

  • Multi-week scheduling

  • Agent-defined preferences

  • Easy to use

Outbound Service Level goals are easy to set


Impact 360 workforce optimization presenter title event if applicable date

eLearning

Optimally Schedule Learning Breaks

  • Minimize training getting delayed or cancelled

  • Immediately correct and improve agent skills

Learn with Minimal Impact on Service Levels


Customer feedback speech analytics deliver the why factor

Customer Feedback & Speech Analytics deliver the Why factor!

Analytics Driven WFO

Analytics-Driven WFO

Data Analytics

Speech Analytics

Customer Feedback

Traditional WFO

Performance Mgt

eLearning

Enterprise Value

WFM

Quality Monitoring

Record, Store & Playback

Compliance and

Liability

Agent/Center

Performance

Customer

Experience

Operational

Effectiveness

Complexity of Objective


Customer feedback

Customer Feedback

  • How it works:

  • Customer calls Contact Center

  • At end of call, two options:

  • agent asks for feedback and transfers caller to automated Customer Feedback system

  • Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer)

  • CF System asks dynamic questions about the customer interaction

  • Customer uses keypad to provide feedback

  • Customer can also leave verbatim feedback

  • Business acts on real-time feedback through alerts


  • Getting a complete view of customer experience

    Getting a Complete View of Customer Experience

    Bring insights to the surface from interactions that would otherwise be ignored

    SPEECH ANALYTICS & CUSTOMER FEEDBACK

    Can analyze all calls

    EVALUATED

    FOR

    AGENT

    QUALITY


    Impact 360 workforce optimization presenter title event if applicable date

    Speech and Data Analytics

    Customer Complaints

    • Brings the root cause of key business issues to the surface

      • Continuously mines all calls surfacing top drivers

      • No need to predefine terms or reprocess calls

      • Non-categorized calls are used as a reference group delivering true root cause for every category or search results

    Change policy

    Technician didn’t show

    Activity fees

    Wrong information


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