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Impact360° Software
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Impact 360 Quality Monitoring
Impact 360 Optional Functions

With Impact 360, you can choose from a variety of options to further extend your solution and meet your business needs.

At Verint Witness Actionable Solutions, we understand that contact centers have different goals and needs. That’s why we offer a wide range of optional functions that can be added to the packaged Impact 360 solutions, including:

Impact 360 Centralized Archiving — Provides high-capacity, high-speed storage with instant, enterprise-wide access to meet the demanding storage requirements of TDM and IP telephony call data. Works in combination with the Impact 360 Workforce Optimization, Quality Monitoring, and Recording solution packages.

Impact 360 Competency-Based Learning — Simplifies learning by assigning and delivering training content to the agent desktop based on performance evaluations and key performance indicator (KPI) scorecards. Works in combination with the Impact 360 Workforce Optimization, Quality Monitoring, and Workforce Management solution packages.

Impact 360 Contact Visualizer — Depicts hundreds or even thousands of captured interactions graphically, enabling you to identify a subset of contacts from a database of many thousands in only a matter of minutes. Works in combination with the Impact 360 Workforce Optimization and Quality Monitoring solution packages.

Impact 360 Custom KPI Scorecards — Enables you to develop and deploy customized key performance indicators (KPIs) that align tightly with your business, as well as incorporate KPIs from other systems. Works in combination with the Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages.

Impact 360 Application Analysis — Captures desktop activities and application usage, helping to surface employee workflow patterns and the root cause of inefficient internal processes that may cause unnecessary customer contacts in your contact center. This innovative solution is available as a standard feature in Impact 360 for Retail Financial Services or as optional, add-on functionality for our Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring packages.

Impact 360 Application Event Trigger — Enables you to automatically capture interactions selectively across a full range of communications channels, including the telephone, email, and the Web. Works in combination with the Impact 360 Workforce Optimization and Quality Monitoring solution packages.

Impact 360 PCI and Recording Encryption — Uses AES-256 compliant encryption to protect data when recorded, in transit, and archived. Includes a separate key management system that enables you to move, archive, and store customer data while protecting it from unauthorized access. Works in combination with the Impact 360 Recording solution package.

Impact 360 Shift Bidding — Goes beyond regular shift preference functionality by empowering agents to bid directly on the specific shifts they desire through online “auctions” using an innovative bonus point system in addition to agent seniority and rank. Works in combination with the Impact 360 Workforce Optimization and Workforce Management solution packages.

Impact 360 Speech Analytics — Categorize and analyze call content automatically to reveal the root causes of customer perceptions and high call volumes while surfacing trends that might not otherwise be detected without listening to thousands of calls. Works in combination with the Impact 360 Workforce Optimization, Quality Monitoring, and Recording solution packages.

Impact 360 Strategic Planner — Enables multi-skilled contact centers to match resources with projected customer demand and corporate objectives by developing “what if” scenarios to determine trade-offs among costs, service levels, revenue, and staffing constraints. Works in combination with the Impact 360 Workforce Optimization, Workforce Management, and Quality Monitoring solution packages.

 

 

 
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