PRESS RELEASE: Verint® announced that the operations hub of an international insurance organization is implementing Verint Enterprise Workforce Optimization™ (WFO) to provide service to several of its various global centers. The insurer selected Verint’s WFO solutions to help advance operational performance and workforce efficiency in order to execute work faster and more accurately, better meet customer expectations and reduce costs.*
The deployment involves advanced WFO capabilities, including enterprise workforce management, performance management, desktop and process analytics, and work allocation manager. Leveraging these Verint solutions, the insurer can automate many of the manual processes that exist across its business such as resource scheduling, tracking of work against service goals, and intraday workload balancing. Verint’s customer engagement optimization tools further automate the distribution, disposition and metrics of the insurer’s contact center interactions. This is in addition to creating efficiencies and economies in scale with how it plans, forecasts and schedules resources; how it evaluates operational and employee performance; how it allocates work to teams and individuals; and how it helps ensure the highest priority work gets executed first.
Key to its selection of Verint was the insurer’s desire to enhance its business processes, and better track and align service level agreements (SLAs) and key performance indicators (KPIs) to its high customer experience and service delivery standards. Since service requests are often handled by multiple employees across different groups and systems-or in some cases even managed manually-the organization required the ability to track work from beginning to end to help ensure service quality and turnaround times.