Automate quality assurance while revealing the types of interactions that may be the most important. Automate your quality process and gain deeper insight into all of your calls. Impact 360 captures information on workforce performance, customer interactions, customer service processes, and customer loyalty to help your contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality. Weve reimagined how to make workforce management software easy to use in. A forprofit higher education company engaged with verint experts in an impact 360 speech analytics managed services arrangement to help it more effectively come up to speed and fully utilize the software, gaining quantifiable strategic and tactical data to substantiate and address issues and opportunities with regard to the student experience. First choice chooses verint for quality monitoring. Ahmsithe th largest mortgage servicer in the countryis implementing verint systems impact 360 quality monitoring software across the companys coppell, texas and jacksonville, florida customer service centers. The pgs file extension is associated with the verint quality monitoring software a part of impact 360 a software developed by verint systems inc the pgs file stores in progress data used by verint quality monitoring software. Verint witness actionable solutions impact 360 workforce. Verint systems is a software company and offers a software title called impact 360. This patentprotected, fifthgeneration suite brings together software and services for quality monitoring and recording, voice of the customer analytics, desktop. Business systems has over 30 years experience, as an independent uk provider of voice and speech technology.
Avaya and its authorized avaya business partners sell, implement and support the companys full impact 360 product line including its workforce optimization, quality monitoring. We needed verint for quality monitoring to improve customer experience. Ahmsi is implementing its fifthgeneration impact 360 quality monitoring software across the companys coppell, texas and jacksonville, fla. Tour operator first choice is enhancing the quality of customer service operations with verints witness actionable solutions impact 360 quality monitoring solution. I used this software a while back ago in one of my previous jobs within the call center industry. Verint impact 360 call recording is an enterprise call recording solution. The best thing about impact 360 is the ability to capture calls and be able to grade the content. Compliance or industry regulation, quality monitoring staff coaching. In a call center, for quality assurance, measuring the consistency of information being passed to customers is key. Open pgs file verint quality monitoring in progress data. With so many functions, this software is incredibly useful in a call center setting.
Autoglass to implement verint witness actionable solutions. Incorporating the powerful functionality of verints ultra intelliquality, impact 360 quality monitoring is a comprehensive solution that combines quality. Verint has a rich technical heritage, which encompasses solutions developed by verint systems, blue pumpkin software, witness systems, mercom, and iontas, and vovici, a verint company. Leveraging impact 360 quality monitoring, the organisation will benefit from synchronised voice and data recording, as well as performance management scorecards and elearning functionality. You can then deliver the learning clips via the elearning lesson management system. Verint systems says that that loop customer management ltd the sister company and customer service arm of yorkshire water has deployed the nextgeneration impact 360 quality monitoring solution from verint witness actionable solutions. To that end, verint recently launched several new business solutions designed to help turn those goals into realities. Desktop applications deployment reference and installation. Our solutions range from, basic call recording through to quality monitoring, speech. In the contact center wfo involves solutions with predefined workflows that deliver unique information to help enhance contact center productivity and quality. At verint, we have established standards of excellence that position us to continuously improve our solutions, processes, and services, and we embrace proven quality practices established by programs dedicated to promoting excellence. Information message, login below to adtech globals stratx login username. A forprofit higher education company engaged with verint experts in an impact 360 speech analytics managed services arrangement to help it more effectively come up to speed and fully utilize the software, gaining quantifiable strategic.
Poorly implemented aht plans can negatively impact your cx. Designed to work across the organization, kovas verint media recorder workforce management solution is webenabled software that provides. Impact 360 for quality monitoring is a technology that can capture, monitor, measure and manage agent performance and service quality in a contact center. If not try browsing our full list of workforce management software solutions. New verint business impact solutions tackle universal. Working in customer service and a call center, there is often the need to go back and listen to a. Verint recording and quality monitoring software rated.
Click on the link to get more information about impact 360. Promero sells, supports, hosts and provides professional services for the industrys best cloud center software. We use cookies to deliver the best possible experience on our website. Combine workforce management, performance management, actionable learning and enterprise reporting within the verint impact360 system.
To standardize its contact center software with verints solution only. Impact 360 quality monitoring combines call monitoring and recording functionality with performance management and. Workforce optimization and management software kova corp. The verint witness actionable solutions portfolio of solutions for contact centers.
First choice chooses verint for quality monitoring mycustomer. Avaya and its authorized avaya business partners sell, implement and support the companys full impact 360 product line including its workforce optimization, quality monitoring, fulltime recording and workforce management packaged solutions. With impact 360, you can gain a new level of visibility into processes, performance, and customer intelligence across your enterprise. Incorporating the powerful functionality of verint s ultra intelliquality, impact 360 quality monitoring is a comprehensive solution that combines quality monitoring qm and recording with performance management, elearning, and customer survey capabilities. Some alternative products to impact 360 include strategyshare, kpi fire, and directorpoint. Verint witness actionable solutions offers two quality monitoring solutions. Verint is globally certified on the iso 9001 quality management standard. The verint ultra platform is part of the avaya agent performance portfolio. In a call center, for quality assurance, measuring the consistency of information being passed to. It can provide unprecedented visibility into performance, operations, and customer intelligence across your organisation, helping you. Verint s impact 360 workforce management suite or impact 360 for short is an automated, unified, enterprisewide workforce management solution that helps you plan, forecast, and schedule employees to match workload across customerserving departments. Additionally, verint witness actionable solutions has an oem relationship with avaya.
Sound communications verint impact 360 workforce management. Public safety software verint media recorder solutions. Yorkshire water customer services arm deploys impact 360. This includes workforce management, call recording, automated quality management, performance management, speech, text, and desktop analytics and much. Avaya and its authorized avaya business partners sell, implement and support the companyas full impact 360 product line a including its workforce optimization, quality monitoring, fulltime recording and workforce management packaged solutions. The avaya proactive contact event services interface is used by verint impact 360 to monitor the states and outbound calls for the agents. It helps the business maintain recordings of calls for compliance purposes as well as using them for monitoring and improving quality of service. As part of the implementation, yorkshire water and its customers will benefit from the encryption capabilities within verints unified, analyticsdriven impact 360 quality monitoring solution. Designed to work across the organization, kovas verint media recorder workforce management solution is webenabled software that provides accurate forecasting to help contact center supervisors produce optimal schedules for staff. Our culture is quality centric, and each verint employee is a quality champion.
The verint solution will provide ahmsi access to a host of complementary capabilities, including advanced qm, speech analytics, desktop analytics. Listen to 100% of call center calls with automated quality management verint. Our 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. Mar 11, 2009 autoglass to implement verint witness actionable solutions impact 360 quality monitoring software in competitive replacement. Useful schedule tracking and quality monitoring with some flaws comments. Verint s impact 360 workforce management suite or impact 360 for short is an automated, unified, enterprisewide workforce management solution that helps you plan, forecast, and schedule.
Evolve your contact center from traditional quality monitoring and random call sampling toward omnichannel, focused quality programs that incorporate the voice of the customer. Learn more about impact 360 price, benefits, and disadvantages for businesses in ireland. Verint witness actionable solutions impact 360 software becomes sapendorsed business solution 27 october, 2009 11. Impact 360 is business performance management software. Graphical reports illustrate which applications your. Loop provides contact centre operations for yorkshire water, a major provider of water and sewerage. With verint automated quality management, you can automate the entire quality management process. Verint witness actionable solutions is the leader in analyticsdriven workforce optimization software and services. We continually monitor our quality management system and work to enhance its effectiveness and support for our business activities. Verint impact 360 workforce management verint s impact 360 is enterprise workforce optimisation software that helps organisations improve everything that impacts the customer experience. Verint impact 360 promero cloud call center software 2018. Quality monitoringfast to use functions and software. Verint media recorder for public safety is a packaged solution that integrates multichannel recording with critical functionality to improve the performance.
First choice uses the impact 360 quality monitoring software. Bouygues telecom deploying quality monitoring software. First choice uses the impact 360 quality monitoring software in its uk specialist divisions inbound sales contact centre, enabling the company to enhance customer service. Ahmsithe th largest mortgage servicer in the countryis implementing verint systems impact 360 quality monitoring software across the. Impact 360, from the companys verint witness actionable solutions business line, is a unified suite comprised of analyticsdriven workforce optimization solutions that include quality monitoring and call.
American home mortgage servicing implementing verint impact. Application notes for verint impact 360 with avaya. Global information and measurement company to leverage verint. Verint releases integrated call center software, offers. Impact 360 captures information on workforce performance, customer interactions, customer service processes, and customer loyalty to help your contact center change processes, adjust staffing, and make other decisions that may impact the cost and quality of the customer experience. The impact 360 workforce optimization, workforce management, and quality. Verint impact 360 workforce management application enables our customer service throughout the. Verint recording and quality monitoring software rated avaya.
With verint automated quality management, you can automate the entire. Verint impact 360 feature highlights with workforce optimization software from verint, your call center or contact center can. Impact 360, from the companys verint witness actionable solutions business line, is a unified suite comprised of analyticsdriven workforce optimization solutions that include quality monitoring and call recording, workforce management, analytics, elearning and performance management. Our quality and management policies promote companywide consistency and clear expectations with regard to our quality goals. Request a quote for verint, aspect wfo, monet or pipkins workforce management software. It offers a wide spectrum of features designed to meet almost all call center needs. It will officially roll out the software at the 2011 driving innovation conference to more than 600 users on may 16. Please note that there is not a specific website for. Verints impact 360 workforce management suite or impact 360 for short is an. Verint is used by one of the business units in the organization with a capacity of 120 users. Impact 360 quality monitoring and audiolog interaction quality. Application notes for verint impact 360 with avaya proactive. Verint witness actionable solutions impact 360 software. The verint customer interaction analytics portfolio delivers analytics insight that seamlessly integrates with verint s nextgeneration impact 360 workforce optimization suite, including native business integrations to workforce performance tools such as dashboards, scorecards, quality monitoring.
Comprised of quality monitoring and recording, workforce management wfm, performance management and elearning software. Nov 02, 2016 verint wfo monitoring adherence agent. Impact 360 quality monitoring, you can capture desktop activities using screenbased triggers that you define to identify trends and patterns in workflow. Verint performance management provides a single, standardized framework for tracking, managing, and improving individual and team performance across the. Impact 360 desktop applications deployment reference and installation guide 6 confidential and proprietary information of verint systems inc. Verint elearning delivers webbased functionality to provide lessons and training to employees directly on their desktop verint coaching provides outofthebox workflow for scheduling, delivering and tracking coaching thats integrated with individual quality monitoring evaluation scores. Quality monitoring, workforce management, scorecards and elearning. Impact 360 quality monitoring founded in 2001, promero is an expert in call center software. Verint systems is a melville, new yorkbased analytics company which was founded in 2002. The company sells software and hardware products for customer engagement management, security, surveillance, and business intelligence. Ultra contact center quality, ultra customer intelligence analytics, ultra customer xperience management, and ultra enterprise transaction management.
Leverage the verint cloud to automate your quality program and. The quality of your customer interactions can make the difference between satisfied, longterm customers and unhappy customers who are likely to defect and costly to replace. I like the scheduling tracking most but wish its many functions were a little more intuitive and streamlined. Tour operator first choice is enhancing the quality of customer service operations with verint s witness actionable solutions impact 360 quality monitoring solution. As part of the solution, verint performance management also includes. Software that open pgs file verint quality monitoring in progress data programs supporting the exension pgs on the main platforms windows, mac, linux or mobile. In todays customer service operations, contact volumes can be moving targets. With verint automated quality management, you can automate the entire quality management process, from scoring evaluations to assigning coaching.
Impact 360 elearning brings training to the desktop, helping you build employee skills and customer satisfaction. American home mortgage servicing implements verints customer. Verint impact 360 is a call recording solution for contact centers. Workforce optimization wfo is a unified suite of cloud solutions for capturing interactions and managing the performance of employees across the enterprise. This severely limits your ability to manage your quality or compliance. If you use content producer with the impact 360 suite, you can create clips from recorded segments of customer interactions captured by such applications as quality monitoring 10 sp3 or later, impact 360. American home mortgage servicing implementing verint.
Graphical reports illustrate which applications your staff uses including how they use them, when, and for how long. Impact 360 unifies performance management, workforce management, fulltime recording, quality monitoring, and elearning under one platform that provides a single user interface and centralized system administration and reporting along with new software for customer feedback. In the compliance testing, the verint impact 360 used the event services interface from avaya proactive contact to obtain information on agent states and outbound calls, and used the avaya communication. Verint witness actionable solutions releases all new impact. Please note that there is not a specific website for this product. May 20, 2009 yorkshire water customer services arm deploys impact 360 quality monitoring software from verint witness actionable solutions, extending investment and adding new capabilities. Impact 360 recording captures, indexes, and retrieves customer and caller interactions in traditional and ip telephony environments. Impact 360 quality monitoring combines call monitoring and recording functionality with performance management and elearning capabilities. Verint witness actionable solutions releases all new impact 360, analyticsdriven workforce optimization software december 06, 2007 by patrick barnard group managing editor, contact center solutions.
Verint impact 360 workforce management business systems. With verint automated quality management, you can automate the entire quality management process, from scoring evaluations to assigning. Performance management solutions for call centers verint. The software itself was very easy to use, very user friendly. Part of the impact 360 workforce optimization suite, verint business impact solutions now include three new offeringscosttoserve, call avoidance and service recovery. Verint workforce optimization suite is being used across the contact center operations and comprises of voice call recording, quality management and scheduling contact center staff. By triggering screen recordings or other actions, you gain an. Incorporating the powerful functionality of verint s ultra intelliquality, impact 360 quality monitoring is a comprehensive solution that combines quality monitoring qm and recording with performance.
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