Contact Center Solutions

Verint^® Witness Actionable Solutions™ offers the industry’s broadest suite of unified solutions for contact centers of virtually any size and configuration — from large, multi-site contact centers, virtual centers, and outsourced or offshore operations to smaller and mid-sized contact centers with fewer than 150 agents.

Solutions for Large, Multi-Site, Virtual, and Outsourced Contact Centers
The next-generation Impact 360 is a portfolio of analytics-driven, enterprise-enabled workforce optimization solutions that can help organizations capture and analyze customer interactions, improve workforce performance, and optimize service processes in contact centers, as well as in branch and back-office operations. With Impact 360, companies can uncover business trends, discover the root cause of employee and customer behavior, and make decisions that impact the quality and efficiency of customer service.

Combining Witness Systems’ innovative workforce optimization software and services with the functionality of ULTRA™, Verint’s industry-leading solution for recording, quality monitoring, and analytics, the Impact 360 portfolio provides solutions for:

Workforce optimization
Call recording (TDM, IP, or both)
IP recording
Quality monitoring
PCI and recording encryption
Speech and data analytics
Workforce management
Performance management
eLearning
Customer surveys
Application analysis

Impact 360 is available as a comprehensive solution or in packages that target different areas of contact center operations:

Impact 360 Workforce Optimization provides a complete workforce optimization solution, with functionality for workforce management, quality monitoring, analytics, performance management, customer surveys, and eLearning.

Impact 360 Workforce Management provides forecasting, scheduling, strategic planning, adherence monitoring, performance management, and eLearning capabilities.

Impact 360 Quality Monitoring combines call monitoring and recording functionality with performance management and eLearning capabilities.

Impact 360 Recording captures, indexes, and retrieves customer and caller interactions in traditional and IP telephony environments.

Optional, add-on functionality provides an even greater set of functionality to help meet contact center needs.

Solutions for Midmarket Contact Centers
Verint Witness Actionable Solutions provides powerful recording, quality, and transaction management solutions for contact centers staffed by fewer than 150 agents.

Audiolog is a powerful call recording, retrieval, archive, and quality management solution for midmarket contact centers and public safety organizations. Audiolog features highly reliable and flexible recording, rapid access to recordings with instant recall and incident-based or call data-based retrieval, remote live monitoring and playback from the desktop, and powerful interactive assessment tools. Audiolog helps facilitate regulatory compliance, expedites dispute management, and helps reduce both risk and customer churn.

ULTRA Express captures interactions in their entirety and tags recordings with searchable call-related data, so you can retrieve and access interaction recordings in just seconds. ULTRA Express Quality Management helps midmarket contact centers enhance agent performance and increase customer satisfaction, with evaluation, coaching and development tools, and individualized training delivered to agent desktops.

To learn more about Verint Witness Actionable Solutions and our offerings, please visit www.verint.com or contact a representative at 1-800-4VERINT.