Verint® Systems Inc. today announced it has further strengthened its position in the enterprise workforce optimisation (WFO) market. The company’s Impact 360® for Back-Office Operations solution, from Verint® Witness Actionable Solutions®, is being deployed in the insurance, healthcare and transportation industries.

Verint uses the term “back office” to refer to the part of a company that performs non-customer facing administrative, processing and operations tasks that impact the customer experience, such as payment processing, new account set up, claims, research and order fulfillment. Errors and inefficiencies in these types of transactions can result in additional calls into a company’s contact centre, repeat work for back-office departments and dissatisfied customers—all of which translate into added costs to an organisation.

In one study, TARP Worldwide, a firm known for its customer experience consulting work, found that up to 60 percent of customer dissatisfaction sources are found in the back office1. On a broader level, Forrester Research reported that 17 percent of a customer’s loyalty is a result of operational efficiency2, which has a direct correlation to back-office processes.

As forward-thinking companies focus on back-office operations as part of their broader customer service operations, Verint is seeing financial services, insurance and healthcare organisations among the early adopters of WFO technologies—including volume and data capture, capacity modeling, forecasting and scheduling, strategic planning, application analysis, process analysis, eLearning/lesson management, and performance management/scorecards—in the back office. For example:

A large insurance company installed Verint’s Impact 360 solution in its customer account maintenance department to reduce turnaround time from nine days to an average of five days—a more than 50 percent improvement that also lowered calls to the contact centre.

Using Verint software, an order fulfillment company identified 10 percent idle time due to inappropriate assignments on workflow queues, which have now been realigned to utilize this idle capacity.

A large, multi-national financial services company is managing its back office on an intraday basis against real work volumes to meet deadlines and reduce status inquiries, with Verint’s Impact 360 playing a key role.

“Companies are finding that by leveraging Verint’s Impact 360 workforce optimization technology in back-office environments, they are able to help eliminate inefficiencies that can cost millions of dollars in the first year alone, while at the same time improving the customer experience,” says Darryl Demos, general manager of the Enterprise Solutions Group, Verint Witness Actionable Solutions.

Further information (external website)