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Verint's Workforce Optimization Solution Completes Cisco Verification Testing

By Raju Shanbhag
TMCnet Contributor

Verint (News - Alert) has announced that the company’s 5th-generation workforce optimization (WFO) suite has now completed interoperability testing with Cisco's (News - Alert) Unified Contact Center Enterprise (UCCE) 8.0 applications and Unified Communications Manager 8.5.

To deliver tested interoperable solutions to joint customers, the Cisco Developer Network unites Cisco with third-party developers for hardware and software. Verint shares Cisco's strong commitment to customer service and satisfaction, has completed interoperability verification testing based on criteria set forth by Cisco, and provides joint customers with 24-hour, seven-days-a-week support as a Solution Developer, the company has announced in a press release.

“Verint has a long-standing relationship with Cisco and has worked closely with the organization in deploying innovative WFO applications to joint global customers for over a decade," says John Bourne, senior vice president, global channels and alliances, Verint. "The combination of Cisco infrastructure and Verint's software and services allows organizations to gain valuable insights into caller issues, guide customer service agents and back-office operations personnel toward timely first-contact resolution, and increase customer satisfaction and loyalty.”

With solutions, such as Impact 360 Workforce Optimization(TM), customers can more quickly deploy a broad range of Cisco Compatible business applications, devices and/or services that can enhance the capabilities, performance and management of their Cisco network.

As the market's first 5th-Generation WFO solution, Verint’s unified Impact 360 suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences.

Recently, inContact partnered with Verint to convert Verint's award-winning workforce optimization (WFO) suite to the cloud, allowing contact centers of all sizes to install these powerful solutions in a pay-as-you-go software model.

Workforce accounts for more than 70 percent of the expense in any contact center and the key to profitability and customer satisfaction is by maximizing agent effectiveness through monitoring, training and scheduling. inContact WFO can help any sized contact center understand what's happening in their customer-focused operations.