by Richard Snow | 2012-09-27 | Article ID: QT12-51 | Article Type: QuickTake
Verint is a major player in the contact center market, with two suites of products that support contact centers: Impact 360 Workforce Optimization and Voice of the Customer (VOC) Analytics. Verint created both suites by combining in-house development with acquisitions. As well as creating comprehensive suites of products, it also created issues with product integration and differences in the user interfaces. In the latest release of Impact 360, the company has eliminated those issues; both now are fully integrated and share a unified user interface.
In the new version, users initially are shown a dashboard of information relevant to their particular needs, including key performance metrics derived from multiple applications. They can click on a metric and drill down to the data the metric was derived from, regardless of which application in either suite the source data resides in. Our research consistently shows that ease of use is a high priority for companies, so Verint’s new approach should go down well with users and could increase adoption.
Companies typically must handle interactions through multiple communication channels and by involving multiple business units. Therefore they must have processes that cross these boundaries easily and deliver a consistent experience to the customer. Such processes need well-integrated systems, and the latest product releases from Verint support this need. If your company is looking for contact center support integrated with VOC analytics, we recommend you evaluate Verint.