Verint Systems Inc. announced that a mail order company based in the U.S. has deployed Impact 360 Workforce Management software from Verint (News - Alert) Witness Actionable Solutions. This will help clients benefit from forecasting and scheduling, advanced adherence, time off management and reporting features.

The mail order company caters to millions of customers nationwide and it offers them a full line of apparel and accessories for both men and women. With business growth the company has opened a new branch contact center and moved its primary contact center to a new location.

 

To enhance its functioning, the company wanted a feature-rich and highly scalable workforce management solution that will help anticipate customers and workforce staffing needs, schedule staff according to the demand and also maintain a core focus on customer service.

 

Verint’s Impact 360 Workforce Management was selected to provide the technology required. The solution helps the mail order company automate and simplify forecasting and scheduling. Also the software’s intuitive dashboard allows seamless monitoring and management of hundreds of agents.

 

Historical data can be used by the company for a real-time view into forecasted, actual and predicted volume. In addition, it establishes profiles to model contact center volume behavior for reoccurring orders and catalog sales. The solution also helps configure e-mail alerts and screen notifications for adjusting staff schedules according to needs.

 

The time off management feature introduces new agent self-service capabilities for empowering them and also automating the process.

 

“By engineering our next-generation Impact 360 Workforce Management to include key performance management and strategic planning functions, customers benefit from a reduced total cost of ownership and simplified processes by leveraging a single provider for services, support and maintenance,” said Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, in a statement. “At Verint, we’re focused on providing robust WFM technology in a simplified fashion, making it easier for our customers to deploy and achieve a tangible ROI from our solutions, while also reducing their risk and accelerating their time to benefit.”