Verint Systems Inc. announced the addition of Verint Work Allocation Manager to its Customer Engagement Optimization portfolio. The offering leverages combined customer service capabilities from KANA, along with workforce optimization functionality from Verint.
Verint Work Allocation Manager is an enterprise software solution designed to help back-office and blended (front- and back-office) work teams increase productivity and meet service level agreements (SLAs) by working smarter. The solution compiles and allocates work to employees from multiple production and customer service systems—for instance, in claims processing, loan production and other blended and back-office functional areas.
Focusing on the Right Work at the Right Time
In today's organizations, errors and inefficiencies in back-office transactions can result in increased calls to a company's contact center, repeat work for back-office departments and dissatisfied customers—all of which translate into added operating costs, lost time and frustration.
Configurable business rules in Verint Work Allocation Manager automatically prioritize work items to help organizations ensure that employees engage in the right work, at the right time, to help achieve service goals. By reducing the time lost between work items and removing uncertainty around what work to do next, the Work Allocation Manager solution helps increase productivity and operational efficiency.
Leveraging Real-Time Insights to Improve Service Delivery and Customer Satisfaction
Using Verint Work Allocation, managers can more easily monitor work completion, as well as the volume of pending work so that they can proactively reassign work or make other changes. This can help minimize the need for crisis management as work items near expiration, and reduce the need for costly overtime, errors and rework time.
When paired with Verint Back-Office Workforce Optimization, employees can view their schedules, key performance metrics and a pending list of work items from a single portal. Having convenient access to this information can help build employee engagement by providing visibility into the impact their work can have on customer satisfaction and on the business overall.
Maximizing Channels, Preferences and Processes
As blended work environments become more common, organizations need to be able to automatically prioritize the next work item and help employees seamlessly shift between different types of work—such as customer calls, chat sessions, emails and other non-customer facing work.
Verint Work Allocation Manager presents employees with a prioritized list of their assigned tasks in a single interface on their desktop based on:
Employee skills, proficiencies and availability. Many standard routing systems push work to employees based on their skills and predefined business rules, but often do not factor in employee availability.
Service goals and prioritization for each work item. Verint Work Allocation Manager helps managers monitor the aging of work items against the end service goal and help ensure turnaround time commitments to customers are met.
“By incorporating work item and BPM capabilities from KANA with proven WFO capabilities, Verint Work Allocation Manager can help organizations address key concerns, such as whether staffs are performing the right work at the right time and consistently meeting service goals,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions. “By keeping employees focused on the specific items they need to accomplish each day, companies can create nimble, results-oriented operations in their back-office and blended work teams that ultimately meet business and customer needs.”
Work Allocation Manager is the latest addition to Verint Back-Office Workforce Management, which has capabilities specifically designed for back-office operations, such as volume capture, linked queue forecasting, work item tracking, intraday management and workload balancing. As part of the Customer Engagement Optimization portfolio, this offering builds on the capabilities recently introduced in November and continues Verint's emphasis on providing customers with tools for smarter customer and employee engagement.