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Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date.

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Presentation on theme: "Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date."— Presentation transcript:

1 Impact 360 Workforce Optimization Presenter Title Event (if applicable) Date

2 About Verint

3 THE UNITED KINGDOM CANADA CALIFORNIA COLORADO GEORGIA MEXICO BRAZIL MASSACHUSETTS MARYLAND NEW YORK NEW JERSEY VIRGINIA MASSACHUSETTS MARYLAND NEW YORK NEW JERSEY VIRGINIA INDIA SINGAPORE AUSTRALIA CHINA HONG KONG JAPAN THE NETHERLANDS GERMANY POLAND THE NETHERLANDS GERMANY POLAND Founded 1994 and based in Melville, NY A top 100 global software company A top 30 US enterprise software company More than 10,000 customers in 150 countries Founded 1994 and based in Melville, NY A top 100 global software company A top 30 US enterprise software company More than 10,000 customers in 150 countries 15 YEARS TOP 100 TOP 30 10,000+ FLORIDA FRANCE Verint At A Glance Global Leader in Actionable Intelligence ® Solutions WFO A nalytics Innovation Security 50 Security 50 Overall Market Leadership in WFO 1 Overall Market Leadership in WFO 1 Speech Analytics Market Share Leader 2 Speech Analytics Market Share Leader 2 Over 450 patent registrations and applications World Wide Leader in Video Security World Wide Leader in Video Security VERINT LEADERSHIP 1 Datamonitor Nov ‘08 2 DMG Aug ‘08

4 Why Verint - Market Share

5 Verint Witness Actionable Solutions Closest Competitor Combined Market Share Internet Protocol (IP) Recording 2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on total IP recording revenue) Next Closest Workforce Optimization with Recording 2009 Quality Management/Liability Recording Market Share Report, DMG Consulting (based on WFO and recording revenue) Speech Analytics 2008 Speech Analytics Market Report, DMG Consulting (based on number of implementations) Quality Monitoring 2008 Voice/Data Recording/ Speech Analytics Market, Tern Systems (based on CSR shipments) Workforce Management 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on product and services revenue) Workforce Management Services 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM services revenue) Workforce Optimization 2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined) Workforce Optimization Services 2008 North American Agent Performance Optimization Markets, Frost & Sullivan ( based on WFM+QM service revenue combined) Rest of Market

6 WFM Market Share Growth Leader Verint +31% NICE +1% Aspect -7% 22% 21% 20% 19% 18% 17% 16% 15% 14% % Source: The Pelorus Group, 2009 World Contact Center Workforce Management Systems Market “Verint-Witness showed the largest gain, 4.9 share points or a 31% increase in market share over two years”

7 Verint: the WFO Leader 2008 & 2009

8 What is WFO?

9 Managers - Consolidate agent management activities Analysts - Expand investigative capabilities Quality Assurance - Enhance coaching opportunities Training - Automate training requests System Administrators - Centralize administration Executives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement What If You Could … You can - with a Workforce Optimization strategy

10 What is Workforce Optimization? A strategy that helps companies better manage the people, process and technologies associated with the customer experience Reduces Costs Improves Customer Experience Increases Revenue Delivered by People ProcessEnabled by Technology

11 Six Building Blocks of Workforce Optimisation Benefits include: Reduced administrative costs Management process synergies Enhanced ease of use due to a single interface Streamlined reporting and analysis

12 Analyst Validation of WFO “ The costs associated with the purchase of multiple siloed tools from a range of disparate vendors will be significantly higher than a suite from one provider.” “Once integrated, the functional domains begin to complement each other, and provide incremental business value.” Recommendation: Work toward an integrated WFO vision as part of a long- term strategy for improving short-term efficiencies and long-term effectiveness by reducing the vendor portfolio by one, as part of each planned upgrade. Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008 Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009

13 TARP study of customer complaints Agents ___% –Poor training –Don’t follow policy –Bad attitude Company ___% –Product / service problem –Broken processes –Billing errors Customer ___% –Customer error –Misaligned expectations Source: TARP study of customer complaints (200 large firms)

14 Unified, Analytics-Driven, Enterprise Enabled WFO

15 SPEECH, DATA AND SCREEN ANALYTICS PERFORMANCE MANAGEMENT WORKFORCE MANAGEMENT QUALITY MONITORING CUSTOMER FEEDBACK eLEARNING & COACHING Automatically prioritize calls for review based on speech category Alerts & Notifications Pass call details to data analytics Pass QM scores to data analytics Pass survey scores to evaluation form Drill to interactions from Scorecards Drill to interaction from survey Drill to Adherence from Scorecards Drill to interactions from analytics results Pop-up alert to agent on schedule change Performance-driven learning and coaching Automatically send learning and coaching assignments to F&S for scheduling Immediately assign lessons from evaluations Pop-up alert to agents on upcoming eLearning and Coaching events AGENTS Track and Analyze Agent/Group KPI Performance Pass evaluation scores to Scorecards Pass survey scores to Scorecards Pass competencies and training scores to Scorecards Pass F&S and Adherence stats to Scorecards Single Sign-on Central Add, Change, Remove Unified interface for agent Schedule/Scorecard/eLearning/Coaching access Pass Speech Analytics categories to the Scorecards Get Immediate Answers to “Where?” and “How?”Increase ProductivityImprove Agent PerformanceAutomatically Assign LearningIncrease ProductivityImprove AdherenceLess Agent Training RequiredStreamline Quality MonitoringDetermine Root Cause of KPI PerformanceFocus QM on the Calls that “Matter Most”Decrease CostsReduce Adminstrative Overhead and Save Money Verint’s Unified Suite of Applications Exit Unifications Drill to call/live monitor and record from Adherence Automatically Quality scores to F&S for scheduling

16 Verint’s Analytic Tools Provide actionable intelligence from customer interactions Deliver a 360 degree view of customer experience Automatically surface trends without predefinition Drive workflow through the organization

17 Verint’s Enterprise Enabled Solutions Help determine if root cause of problems are outside the contact center Provide a workflow to leverage findings outside the contact center Extend WFO beyond the contact center - into the back office, branches, remote workers and customer service operations Offer enterprise-scale architecture; no matter how many sites you have or how virtual your organization is

18 WFO in Back Office Operations Reduce variance between best/worst staff process times Ensure staff stays on-task throughout the day Reduce over/under staffing costs/penalties Productivity improvement Use “Black Box” evidence to improve process Target training at just those needing it, when needed Base task standard effort on hard, objective data Accuracy & reduced rework Identify performance trends and respond quickly Base actions on hard facts, not best guesstimates Track post-decision progress and organizational buy-in Better, timely decisions

19 Industry Validation of Verint WFO “Verint's vision for WFO spans the front and back office and is, by far, the most executed on through the creation of a dedicated enterprise division…” “The depth and breadth of Verint’s integrated Impact 360 portfolio merges the best from Witness Systems and Verint’s product lines…” “Verint’s desire for true WFO solution unification creates a strong value proposition...” Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008

20 Verint WFO Delivers ROI Decreased call volume by 22 percent Doubled contact center recurring revenue over previous year First contact resolution increased 33 percent to 85% from low of 63% An additional 10,000 minutes of productivity per week (equivalent of 4 FTEs) Approximately $1 million in headcount cost savings through more optimized scheduling Adherence of 94% across departments and lowering attrition by 55% Reduced headcount by 30 percent

21 Industry Leadership and Awards Magic Quadrant for Contact Center Workforce Optimization “Leader” – Highest Issued WFO Rating MarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management “Strong Positive” – Highest Rating for Each Workforce Optimization Technologies Decision Matrix Highest Technology Assessment; Top “Short List” Rating

22 The market for WFO

23 Future Planning In WFO Market Source: Frost & Sullivan, January 2009 (survey conducted among 260 contact center managers) currently source their APO components from a single vendor as an integrated suite planning for WFM deployments planning for PM deployments planning for QM deployments 34% 41% 43% 53%

24 2009 Market Drivers IP recording exceeds TDM for the first time Strongest WFO add-ons: Speech, survey, performance management and coaching Speech analytics becomes expected WFO component and potential driver for back office WFM adopted outside contact center in back office operations DMG Consulting 2009

25 WFO Market Growth Projections

26

27 The Product

28 Enterprise Value Analytics-Driven WFO Traditional WFO Manage Risk and Ensure Compliance Quality Monitoring WFM eLearning Operational Effectiveness Operational Effectiveness Customer Experience Customer Experience Agent/Center Performance Agent/Center Performance Compliance and Liability Compliance and Liability Complexity of Objective Performance Mgt Customer Feedback Speech Analytics Data Analytics Compliance Recording Record, Store & Playback 28

29 Strategic Application for Contact Centers Quality Monitoring 29 Enterprise Value Analytics-Driven WFO Traditional WFO Quality Monitoring WFM eLearning Operational Effectiveness Operational Effectiveness Customer Experience Customer Experience Agent/Center Performance Agent/Center Performance Compliance and Liability Compliance and Liability Complexity of Objective Performance Mgt Customer Feedback Speech Analytics Data Analytics Record, Store & Playback

30 QM is implemented to monitor, evaluate, and improve –Agent performance (soft skills and workstation skills, accuracy) –Contact center processes (use business rules and desktop activity monitoring to improve return merchandise authorizations, order confirmations, change of address calls, case management issues, etc.) Records voice and screen capture of contact center agents Major Features include: –Various call recording/selection methods Random- Sampling of agent contacts by percentage Schedule Based Rules: A business rule that records contacts for agents based on a date, day(s) of week, and/or time period. Event Based Rules: A business rule that records contacts based on one or multiple conditions (CTI or desktop data – record 1-100% of calls) –Customized agent or process evaluation forms –Comprehensive built-in and ad-hoc reporting capabilities Quality Monitoring - Basics

31 Easy to Use and Intuitive Rules-based recording easy to set up –Random –Schedule-based –Event-based Easy playback of recorded sessions Evaluation forms are simple to create and auto-populate with information Evaluation screens are easily created and modified Comprehensive built-in reports and ad-hoc report writer Searches are easy to perform Reduces admin & training costs 31

32 WFM includes eLearning and Performance Management WFM - a key Building Block of WFO 32 Enterprise Value Analytics-Driven WFO Traditional WFO Quality Monitoring WFM eLearning Operational Effectiveness Operational Effectiveness Customer Experience Customer Experience Agent/Center Performance Agent/Center Performance Compliance and Liability Compliance and Liability Complexity of Objective Performance Mgt Customer Feedback Speech Analytics Data Analytics Record, Store & Playback

33  Preferences  Schedule needs  Vacations  Consistent and fair processes  Participate in WFM process  Communication and information sharing Costs  Create optimal schedules  Accurate forecasting  Precise resource scheduling  Minimal over/under staffing  Optimized use of overtime Customer Retention and Business Growth  Enhance customer experience  Minimize crisis management  Provide decision support & management tools  Communicate effectively  Differentiate through service  Premier service for premier and profitable customers WFM Addresses Key Challenges Employee Satisfaction 33

34 WFM – More Than Forecasting and Scheduling Workforce Management –Sophisticated and flexible techniques for accurate forecasts and schedules –Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity –Individual Skill and proficiency-based scheduling –Advanced Adherence management tools –‘What-If’ scenarios with Agent Profiles (Phantom agents)  Strategic Planning –Long term strategic planning – Trending and Special Event handling  Unique Workforce Optimization Integrations include –Unified Interface –Scheduling of eLearning –Drill to Interaction from Adherence and Scorecards –Quality Scores in Scheduling 34

35  Individual agent skill and proficiency  Single, multi, virtual and outsourced sites  Inbound and Outbound  Multi-media – phone, , & chat  Back Office work  Outsourcer coordination  Events and training  Powerful work patterns and rules  Multi-week scheduling  Agent-defined preferences  Easy to use Optimize Forecasts and Schedules Outbound Service Level goals are easy to set 35

36 Performance Management is key to getting to the next level Performance Management 36 Enterprise Value Analytics-Driven WFO Traditional WFO Quality Monitoring WFM eLearning Operational Effectiveness Operational Effectiveness Customer Experience Customer Experience Agent/Center Performance Agent/Center Performance Compliance and Liability Compliance and Liability Complexity of Objective Performance Mgt Customer Feedback Speech Analytics Data Analytics Record, Store & Playback

37 Scorecards Deliver Visibility and Trigger Actions Performance Management  Views for agents, supervisors, managers and executives  Choose from full range of KPIs (key performance indicators) to design your center’s scorecards  Trends are easy to see  Compare performance against goals Impact 360 Scorecards integrate metrics from all WFO modules 37

38 Optimally Schedule Learning Breaks  Minimize training getting delayed or cancelled  Immediately correct and improve agent skills eLearning Learn with Minimal Impact on Service Levels 38

39 Customer Feedback & Speech Analytics deliver the Why factor! Analytics Driven WFO 39 Enterprise Value Analytics-Driven WFO Traditional WFO Quality Monitoring WFM eLearning Operational Effectiveness Operational Effectiveness Customer Experience Customer Experience Agent/Center Performance Agent/Center Performance Compliance and Liability Compliance and Liability Complexity of Objective Performance Mgt Customer Feedback Speech Analytics Data Analytics Record, Store & Playback

40 Customer Feedback  How it works: – Customer calls Contact Center – At end of call, two options: – agent asks for feedback and transfers caller to automated Customer Feedback system – Program “return vector destination” in VDN to auto transfer upon agent disconnect (blind transfer) – CF System asks dynamic questions about the customer interaction – Customer uses keypad to provide feedback – Customer can also leave verbatim feedback – Business acts on real-time feedback through alerts 40

41 Customer Feedback: Easy to use  Easy to record questions  Minimal/ No IT intervention required  Easy to modify questions 41 Customers love the ease of use

42 Customer Feedback: More Metrics about Quality Impact 360 WFO scorecards deliver information about agent and enterprise. Customer Feedback gets customer reactions to interactions. 42

43 Getting a Complete View of Customer Experience Bring insights to the surface from interactions that would otherwise be ignored EVALUATEDFORAGENTQUALITY SPEECH ANALYTICS & CUSTOMER FEEDBACK SPEECH ANALYTICS & CUSTOMER FEEDBACK Can analyze all calls Can analyze all calls 43

44 Speech and Data Analytics Customer Complaints Change policy Technician didn’t show Activity fees Wrong information Brings the root cause of key business issues to the surface  Continuously mines all calls surfacing top drivers  No need to predefine terms or reprocess calls  Non-categorized calls are used as a reference group delivering true root cause for every category or search results 44

45 Speech Analytics Address Key Contact Center Pains Vendor Management Why Are My Customers Calling?  Website Password Issues  Back-office Claims Process Lagging  Marketing Offers Too Complicated  Agents Required to Read Scripts  Dissatisfaction with Specific Financial Products, Rather Than Company Performance  Complex Products Require Specialized Training  Speech Analytics Delivers Specific Product Calls to Supervisors  Vendor Failing to Ship Customer Welcome Kit Sales Effectiveness First Contact Resolution Focused Quality Customer Retention Root Cause Identified  Company Saves Op Ex by Identifying Improvements to Site  Timeline Clarification Improves FCR from 60% to 70%  Less Complicated Scripts and Agent Retraining Increases Sales by 18%  Agent Training in Cross-Selling Improves Customer Retention Rates  Smart Inbox Increases Quality Monitoring Efficiency by 500%  Agents Clarify Timeline with Customers 45 Results


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