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Impact 360 Success Story: Siemens Business Services (SBS)

Verint® Systems

Presented By: Verint® Systems


 

  • The Problem:

    One of the world’s top ten providers of IT outsourcing and maintenance, Siemens Business Services (SBS) provides a spectrum of services ranging from consulting to systems integration to the management of IT infrastructures. The company operates IT service desks in several countries, where approximately 3,000 agents offer services in more than 25 languages. The five biggest service desks, known as the Global Production Centers, are connected with each other via a global virtual service desk.


  • Solution:

    SBS chose Impact 360 Workforce Management from Verint® Witness Actionable Solutions™.* Kress says, “We performed an evaluation and saw that this solution was the best. It not only provided the skills-based routing and virtual contact center support that we wanted, but also created schedules that reflected union regulations, regional laws — even the operating hours of the canteen, something a system from a competing company couldn’t handle at all!”


  • Result:

    • Improved service levels and adherence
    • Cost reduction through enhanced scheduling, with the ability to comply with union regulations in different locations
    • Increased competitive advantage

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