Performance management industry observer Blair Pleasant (News - Alert) has recently written an involved piece regarding the recent announcement by Verint, a workforce optimization vendor, about their two big product launch announcements of interest to the performance management industry.
It’s a great read for those who want the full, in-depth story of the performance management tool. Basically, Pleasant says, the announcements cover the market’s first “5th-generation WFO suite” and the new “Voice of the Customer” analytics platform.
As Pleasant says, Verint has been offering its WFO option for several years, “and some of the applications within Verint’s (News - Alert) WFO suite have been on the market for some time. Given this, as would be expected, some elements of the recent WFO announcement are simply enhancements to existing capabilities.”
Last week TMCnet’s Calvin Azuri reported that Verint announced that hhgregg will implement its Impact 360 workforce management product for enhancing its retail operations.
The truly different and advantageous feature with the new release, Pleasant says, is that “everything is now on a single server, with applications running on virtual machines.”
There are six other significant features including:
Enhanced navigation and ease of use. It has cascading drop-downs and a centralized view across all applications.
Reduced Total Cost of Ownership (TCO). Single server for all WFO applications, including speech analytics, for up to 250 agent seats.
Easier installation and implementation. The entire software suite is provided to customers.
Deeper enterprise WFM functionality. There are numerous advancements to more dynamically support front-office contact center, branch, and back-office operations such as staff scheduling,
recorder and application convergence. A single converged recorder has a superset of existing recording capabilities, while providing triple the recording capacity.
Improved user management. It has a single organizational hierarchy with role-based security, centralized enterprise management, and rules-based, distributed archiving with scheduled data transfers.As Pleasant sums it up, “Verint’s new offerings can go a long way in helping companies better understand what their customers are saying and help them solve issues before they become widespread or business-disrupting problems