The Latest from Verint Witness Actionable Solutions
Since Verint Systems acquired Witness Systems, forming the Verint Witness Actionable Solutions division of Verint, the company has been busy integrating and “unifying” the two companies’ workforce optimization product lines. The fruits of that labor are being released this week with the company’s next-generation Impact 360 analytics-driven workforce optimization software and services offering. The next-generation Impact 360 suite is unified, analytics-driven, and enterprise-enabled. Drawing heavily from both the Verint and Witness technology lines, it provides a migration path for both types of customers. The new solution offers better support for enterprise-wide data and enhanced virtual contact center support.
The Verint Witness workforce optimization solution includes a number of key customer service management tools, including Workforce Management, Quality Monitoring, eLearning, Performance Management, Analytics and Customer Feedback Surveys. While these tools have been used in the contact center by customer-focused organizations, many companies are now realizing that these same tools can be used beyond the contact center in the rest of the enterprise, as well as in the back office.