Market Insight
Ventana Research
"Compromising customer information isn’t an option for organizations focused on maintaining and growing the customer experience. Verint Witness Actionable Solutions has added an option that allows users of its voice and screen recording products to encrypt sensitive customer data, allowing Verint’s customers to reassure their customers that their data is in safe hands and is only accessible by approved users."
The PELORUS Group
"The new Impact 360 clearly demonstrates the power of full integration. Each application feeds off and strengthens the other. Its intuitive user interface makes the system easy and maybe even fun to use. The end result is lower integration and internal support costs to the contact center and markedly improved contact center performance and customer satisfaction."
Frost & Sullivan
"There’s no question that offering customers with an option to encrypt interactions is a valuable addition to the Verint Witness Actionable Solutions software suite. Following its next-generation Impact 360 launch, the company continues to take the lead in addressing the concerns of customer-facing organizations in a world of increased security. With such enhancements, customers can feel comfortable that they are leveraging world-class tools to help adhere to the PCI Data Security Standard."
Saddletree Research
"Saddletree Research believes the introduction of the next generation of Verint Witness Actionable Solutions’ Impact 360 platform is a significant event in the evolution of the contact center workforce optimization platform. With a uniform look and feel, simplified single-entry administration and fully featured functionality, Impact 360 users will be able to enjoy the benefits of a truly integrated workforce optimization solution. Innovative and fully-integrated use of analytics, including speech, data and customer feedback technologies, puts Impact 360 in a class by itself and as part of the complete workforce optimization solution, raises the competitive bar for the rest of the industry."
SSPA
"Having a unified suite this soon after a merger/acquisition not only shows that the transaction was well planned out as far as product roadmap, but it also proves that the work both vendors have done in previous years to move to standards-based architectures has paid off."
Yankee Group
"Until now, many companies have gone through an onerous process of stopping and starting recordings to follow the PCI guidelines for protecting sensitive data. Others have relied simply on compensating controls in the hope of not failing an audit. It was either that or have a security breach. Verint Witness Actionable Solutions has simplified the process for compliance by incorporating encryption technology from RSA to help global organizations encrypt call recordings including credit card transactions. Data security is a concern that will continue to affect companies in the retail, financial, utility industries – and any other organization handling credit card or sensitive consumer data."
Saddletree Research
"Saddletree Research believes that Verint Witness Actionable Solutions has demonstrated a strong understanding of the mid-market’s requirements and expectations with the design of the Impact 360 Express platform. With enough features to make it attractive without being overwhelming to companies with limited internal resources, Impact 360 Express enters the market in a highly competitive position."
Datamonitor
"Workforce optimization solutions designed specifically for the SMB market are rare. With the introduction of Impact 360 Express from Verint Witness Actionable Solutions, organizations with smaller contact centers have an opportunity to leverage the same technologies and applications that larger companies use in their contact centers. The release of Impact 360 Express could be very timely – especially with a potential recession in the wings. It can provide these organizations with the necessary tools at a competitive price point to maintain their competitive edge and positively impact their customers’ experiences."
Yankee Group
"A recent trend within the contact center environment has been to optimize customer relationship management by developing a 360-degree view of the customer. This view draws on information found within the contact center itself, as well as information mined from data sources throughout the enterprise. This developing, unified customer data model is emerging as a fundamental building block of the intelligent contact center (ICC). Yankee Group sees the boundary between the contact center and the broader enterprise continuing to fade as other knowledge workers absorb portions of the business tasks previously processed by contact center agents. Verint’s focus in this customer-centric area, extensive integration work, and broad suite position it well to become a leading force in delivering the promise of a smart enterprise."
COMMfusion
"One of the reasons this new offering [Impact 360] caught my attention is that it can be used not only in the contact center and for contact center agents, but also by knowledge workers and remote staff to provide them with the same capabilities as in the contact center. I’ve been following the concept of ‘expert agents’ or ‘the enterprise as the contact center’ for many years (the use of knowledge workers or subject matter experts who can supplement formal contact agents when necessary and appropriate), and with technologies like unified communication, IP, SIP, and presence, it’s finally becoming a reality."
