Verint Ac­cel­er­ates Work­force En­gage­ment for Back­Of­fice Op­er­a­tions with New Au­to­ma­tion Ca­pa­bil­i­ties

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Verint Sys­tems, the Cus­tomer En­gage­ment Com­pany, an­nounced new work­force en­gage­ment ca­pa­bil­i­ties for sim­pli­fy­ing, mod­ern­iz­ing and au­tomat­ing back-of­fice op­er­a­tions. The back of­fice* plays an im­por­tant role in de­liv­er­ing a bet­ter cus­tomer ex­pe­ri­ence, and or­ga­ni­za­tions rec­og­nize that the back-of­fice work­force is crit­i­cal to achiev­ing a dif­fer­en­ti­ated cus­tomer en­gage­ment strat­egy. Verint is a rec­og­nized leader in work­force en­gage­ment so­lu­tions de­ployed ex­ten­sively in back-of­fice op­er­a­tions in the bank­ing, health­care, in­surance, telecom­mu­ni­ca­tions and util­ity in­dus­tries for greater op­er­a­tional ef­fi­cien­cies and bet­ter cus­tomer ex­pe­ri­ences.

Ac­cord­ing to ex­perts, is­sues with back-of­fice pro­cess­ing—such as data en­try er­rors, work­flow bot­tle­necks, and repet­i­tive man­ual pro­cesses—ac­count for a sig­nif­i­cant portion of cus­tomer con­tact vol­ume and cus­tomer dis­sat­is­fac­tion. As a re­sult, or­ga­ni­za­tions are look­ing to trans­form their back of­fices with new tools and busi­ness prac­tices to drive ef­fi­cien­cies, em­power their em­ploy­ees to meet de­mand, and de­liver qual­ity, on-time work.

“For more than a decade, Verint cus­tomers have counted on our patented, proven and uniquely de­signed Back-Of­fice Work­force En­gage­ment™ of­fer­ings to pro­vide a stream­lined, con­sis­tent ap­proach to the ef­fec­tive man­age­ment of work, peo­ple and tech­nol­ogy across op­er­a­tions,” says Verint’s John Good­son, se­nior vice pres­i­dent and gen­eral man­ager, prod­ucts. “We’re very proud to in­tro­duce lead­ing-edge au­to­ma­tion ca­pa­bil­i­ties to fur­ther in­crease the ROI for our cus­tomers.”

Verint’s port­fo­lio for the back of­fice in­cor­po­rates an­a­lyt­ics and au­to­ma­tion tech­nol­ogy across a broad suite of so­lu­tions for desk­top an­a­lyt­ics, per­for­mance man­age­ment, work al­lo­ca­tion and track­ing, robotic process au­to­ma­tion, work­force man­age­ment and qual­ity man­age­ment. Ca­pa­bil­i­ties an­nounced to­day are the au­to­ma­tion of work al­lo­ca­tion and robotic process au­to­ma­tion.

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