Verint Extends Success in Financial Services Industry

 Verint Systems Inc. has announced another win in the financial services industry. This company has elected to extend its investment in Verint (News - Alert) Witness Actionable Solutions’ workforce optimization suite.

A U.S.-based real estate finance firm, this customer has already been using the next-generation Impact 360 Quality Monitoring solution and is expanding its current Impact 360 Workforce Management software deployment. 

The firm’s general practice includes acquiring residential mortgages, home equity loans and lines of credit that were originated by other mortgage banks and financial institutions. With the growth of its business, the firm has also experienced a growth in its need to expand staffing and technology resources.

This expansion includes the broadening use of Verint’s WFO technology. With this expanded implementation, the technology will now reach across the company’s enterprise and into back-office departments.

To help companies to increase operational effectiveness, reduce liability and enhance customer service, the next-generation Impact 360 Quality Monitoring software provides audio and screen recording.

The real estate finance company will also enjoy the addition of agent evaluation and reporting capabilities, performance scorecards and eLearning functionality. As a result, the firm’s contact center management team will be able to focus on quality assurance and staff performance.

Such enhancements are expected to not only increase supervisor productivity, but also to lend support to the contact center training and the quality programs in place to help deliver the maximum business impact.

The combination of these capabilities with the Impact 360 Workforce Management solution allows the real estate firm to take advantage of the ability to automate and simplify forecasting and scheduling, in addition to performance management and training capabilities.

The resulting solution helps the organization further reduce costs by staffing appropriately to meet workloads and scheduling the right staff with the right skills at the right time.

“WFO, including quality monitoring and workforce management software, continues to help provide organizations across industries with impactful, near-term returns – helping strike a balance between managing operating costs and ensuring high-caliber customer experiences,” said Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, in a statement.

The area of customer service and support is one division of a company that cannot afford to cut back no matter how much the economy is suffering. Instead, smart companies are investing in solutions that enable them to streamline their customer service operations, making them more efficient so they can better serve the customer and improve the overall cost of doing so.

Companies throughout the world have turned to Verint and its WFO solutions to improve their overall operations. This latest win for Verint is another example of the company’s ability to deliver proven solutions in a variety of industries.