PRESS RELEASE: Verint® announced that a leading provider in the travel industry has selected and will deploy multiple solutions from its market-leading enterprise workforce optimization suite.
The organization will implement the Verint Workforce Optimization™ solutions in contact centers across its network to further its focus on world-class customer service; advanced workforce management via staff forecasting, scheduling and other capabilities; and leverage robust analytics to optimize business processes and efficiencies.
To support the company in achieving key strategic planning and workforce management objectives, it will leverage Verint technology that can help take a pointed approach to planning, forecasting and scheduling staff. Leveraging the solution, the travel provider can help ensure it has the right number of staff with the right skills available to serve customers through the channels they choose to engage.
The software also will enable it to schedule training sessions, ongoing instruction and coaching, all without impacting service levels. Additionally, the organization will implement advanced analytics software from Verint to gain insight into application usage, and the navigation paths that employees follow in the reservation system, to effectively serve customers and perform their jobs.