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Solutions for Small and Mid-sized Contact Centers

Impact 360 Express

Small call centers and multimedia contact centers face many of the same issues as larger centers — along with some extra challenges, such as operating in an environment in which a single agent can significantly affect service levels. To help meet these challenges, Verint Witness Actionable Solutions offers Impact 360 Express, a solution that helps smaller centers reap the benefits of workforce optimization.

Impact 360 Express automates and simplifies key contact center activities and is available in packages that provide different levels of functionality:

• Impact 360 Express Workforce Optimization provides a workforce performance and productivity solution that includes recording, quality monitoring (with voice and screen capture and real-time monitoring), forecasting and scheduling, adherence monitoring, Content Producer, and Course Assigner.
• Impact 360 Express Quality Monitoring includes recording, quality monitoring (with voice and screen capture and real-time monitoring), Content Producer, and Course Assigner.
• Impact 360 Express Workforce Management includes forecasting and scheduling and adherence monitoring.

Audiolog is a powerful solution for mission-critical recording and quality assessment. Audiolog provides contact centers with flexible, highly reliable recording capabilities, remote live monitoring and playback from the desktop, and a powerful interactive assessment tool. By providing rapid access to recordings with instant recall and incident-based or call data-based retrieval, Audiolog can help facilitate regulatory compliance.