Workforce Optimization Software Featured Article

Verint Customer Engagement Optimization Implemented by Top Global Public Pension Fund

January 14, 2016
By Joe Rizzo - Contributing Writer

DMG Consulting’s recently published 2015 Workforce Optimization (WFO) Mid-Year Market Share Report, which analyzes the performance and activity of the workforce optimization competitors and market, name Verint (News - Alert) Systems, Inc. as a leader in the WFO market. Therefore, it should come as no surprise that that one of the top global public pension funds is implementing more of its workforce optimization (WFO) suite.

According to senior vice president and general manager of strategic operations for Verint Enterprise Intelligence Solutions, Nancy Treaster, “We’re delighted that one of the largest global retirement systems is realizing the benefits and value of Verint’s workforce optimization and that it extended its investment and is now deploying additional solutions to help meet members’ needs. As the open enrollment period for 2016 health and retirement benefits kick off, the organization’s customer care center will be well positioned to support the increased number of membership calls for assistance.”

The main goal of Verint Systems is in helping their clients in the area of data analytics, especially as it relates to large data sets. The company offers software and hardware solutions for security, surveillance and business intelligence. One of their main products is Verint Back-Office Workforce Optimization.

This option helps to automate and simplify a lot of the activities generally found in the back office. This gives companies insight into balancing workloads, optimizing resources and improving quality and compliance. As we start a new year, people take a look at their pension options and have lots of questions for their fund management firms.

By using the Verint Workforce Optimization suite, along with adding desktop and process analytics software, the global public pension fund can automate some of the processes in their customer engagement centers, such as staff forecasting and scheduling, as well as track schedule adherence. The overall effect is that they will be able to deliver advanced performance management and eLearning capabilities.

Especially when dealing with pension funds, no one wants to hear “I’ll get back to you.” In keeping with what Verint has to offer, deployment of the Verint Workforce Optimization suite allows customer service operations to be tracked, measured, analyzed and refined. By improving efficiency and effectiveness, costs and liabilities can be reduced which gives the firm the ability to provide that good customer experience that everyone is looking for. 

Edited by Rory J. Thompson