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inContact, Verint Collaborate to Deliver Workforce Optimization in the Cloud

October 26, 2011
By Jennifer Russell, TMCnet Copy Editor

inContact has announced the extension of its partnership with Verint (News - Alert) Systems, Inc., a leading provider of actionable intelligence solutions and services for enterprise workforce optimization and security intelligence. This will allow inContact, the leading provider of cloud-based call center software and call center workforce optimization tools, to convert Verint's award-winning workforce optimization (WFO) suite to the cloud, allowing contact centers of all sizes to install these powerful solutions in a pay-as-you-go software model.

The workforce accounts for more than 70 percent of the expense in any contact center and the key to profitability and customer satisfaction is by maximizing agent effectiveness through monitoring, training and scheduling.

inContact WFO, powered by Verint, can help any sized contact center understand what's happening in their customer-focused operations – and make better decisions about their people, processes and performance. inContact WFO is a unified suite of influential workforce optimization solutions for analyzing and optimizing customer service across the organization.

“WFO represents a global market opportunity of more than $1 billion, and delivers powerful competitive advantage for the contact centers that deploy it,” said Paul Jarman, inContact CEO. “We believe that our expanded strategic partnership with Verint Systems will enable us to extend the benefits of WFO to companies of all sizes through our robust cloud-delivery platform.”

A leader in workforce optimization solutions in the contact center market, Verint Witness Actionable Solutions, part of Verint Systems Inc., extends through to branch/remote office and back-office operations environments. Verint solutions are used by more than 10,000 organizations in over 150 countries, including more than 85 percent of the Fortune 100.

Now the only cloud provider to combine contact center infrastructure, integrated, workflow-driven WFO and connectivity into one powerful offering, the new inContact WFO portfolio will include:

  • Quality Monitoring, which includes real-time monitoring, screen capture, evaluations and Smart Inbox
  • Workforce Management, which includes forecasting and scheduling, advanced adherence, time-off manager and shift-bidding
  • eLearning, which includes content producer, lesson management and scorecards
  • Speech Analytics, which enables contact centers to understand the root cause of customer satisfaction issues

“inContact is the market leader in cloud contact center solutions, and the best partner for us to take our award-winning WFO solutions to the cloud,” said John Bourne, senior vice president of global channels and alliances at Verint Systems. “On the heels of our successful partnership that delivered cloud workforce management last year, we are excited to expand on this success to offer our comprehensive WFO suite through the inContact cloud.” 

Jennifer Russell is a TMCnet Copy Editor. Previously she worked as an Editorial Production Assistant at the Taunton Press and as a Production Assistant at Hersam-Acorn Newspapers. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell

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