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Impact 360 for Back-Office Operations

Transform the Back Office into a Strategic Business Asset

For companies around the globe, optimizing back-office performance is an important, yet complex objective. Back-office performance can have a significant impact on customer loyalty and business profitability. Excellent performance can improve customer perceptions and increase customer lifetime value. Conversely, back-office processing issues — data entry errors, billing mistakes, or workflow delays — are often the underlying cause of customer dissatisfaction and defections and can significantly boost operating costs, as well.

Plus, back-office operations have become increasingly complex:

• Manual processes, non-production activity, and a growing volume of transactions across a variety of business systems make it difficult to capture the real-time data and activity volumes needed for optimum business decisions.
• A large and diverse workforce with a multitude of languages, skill levels, and geographical locations requires a more effective approach to resource scheduling and performance management.
• New technologies, changing processes, and evolving compliance requirements increase the demand for effective, ongoing training and greater employee proficiency.

Verint^® Impact 360^® for Back-Office Operations™ offers unprecedented visibility into your back-office operations to improve back-office quality, productivity and process consistency and reduce resource and processing costs. Designed for a wide range of industries, from financial services and insurance to healthcare, retail, and banking, this Web-enabled solution can help your organization transform the back office into a strategic enterprise asset.

Impact 360 for Back-office Operations is built on the unified architecture of Verint’s 5th Generation Impact 360^® suite. This innovative suite provides applications tailored specifically for back-office operations, as well as for other areas of the enterprise that impact the customer experience, including branch and remote offices and contact centers. So whether you’re implementing workforce optimization in a single area of your organization, several areas, or across your entire enterprise (including virtual offices), you can benefit from the convenience of a common architecture—along with the practicality of applications that are designed expressly for the environment in which they’re deployed.

Impact 360 for Back-Office Operations

Impact 360 for Back-Office Operations is a comprehensive, workforce optimization portfolio for addressing virtually every facet of back-office operations, with:

• Forecasting and Scheduling to align your staff with your workload and reduce resource costs
• Desktop and Process Analytics  to promote best practices and measure application usage and process adherence
• Performance Management to view employee performance with respect to company goals on role-appropriate performance scorecards
• Strategic Planning to determine the optimal mix of full-time, part-time, and flex-time resources to accommodate current and future demand
• eLearning to rapidly address skill gaps and changes in processes, programs, and regulations

Verint Customers Increase Back-Office Productivity, Reduce Costs

Our Back-Office Operations Solutions provide you with real-time insight into day-by-day, hour-by hour incoming activity, actual throughput, and employee productivity. This Actionable Intelligence^® helps you make rapid, fact-based decisions to increase efficiency, manage time more effectively, identify flawed or inefficient processes, train staff, match staff scheduling to actual demand, and achieve service level agreements with lower costs, backlog, and overtime. Read how Verint back-office solutions customers have already achieved measureable productivity and cost substantial reductions.

Verint Understands your Back-Office Challenges

Verint's comprehensive back-office lineup is designed specifically for the back-office environment. Our staff is highly experienced in the challenges facing your industry and operations, and our partners are trained and certified in the deployment of our solutions, so that your organization can receive maximum return on its Verint investment. Learn more about us by reading Verint headlines and bylines or by experiencing a Verint webinar or podcast.

Find out how Impact 360 Workforce Optimization Solutions for Back-Office Operations can help your organization. Contact Verint today.

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