Workforce Optimization Software Featured Article

Insurance Provider Selects Verint's Workforce Optimization Solution

May 12, 2017

By Frank Griffin,
Contributing Writer

Improving the performance and productivity of an organization is a continuous challenge, as market trends and customer preferences oscillate. This becomes much harder for global enterprises that have to deal with local markets, as well as their overall international presence. For many of these organizations, improving the performance and productivity within the company is one way they can prepare for the challenges of the market place. An international insurance company has selected Verint's Enterprise Workforce Optimization (WFO) solution to make improvements in operational performance and work efficiency with the goal of meeting customer expectations by executing their work with greater speed and more accuracy.


Verint did not name the international insurance company, but the fact that it has presence in North America and several other global centers is enough to indicate it is probably a major player. For this company, Verint (News - Alert) is going to be providing its WFO solution to deliver multiple workforce optimization capabilities, including enterprise workforce management, performance management, desktop and process analytics, and work allocation manager.

According to Verint, the company is going to be able to introduce new levels of efficiency by automating many of the manual processes within its organization. For companies that have a global presence, manual processes are inefficient across the board because they are compounded by the number of times said processes are multiplied. If an organization has 10, 20, 40 or more branches, it is easy to see how the cost can easily add up in terms of finances and human resources inefficiencies.

With Verint's automation, the insurance company can get rid of the manual processes for scheduling, tracking of work against service goals and intraday workload balancing. The automation also extends to distribution, disposition and metrics of the insurer’s contact center interactions using Verint’s customer engagement optimization tools.

Verint said its WFO will also create, “Efficiencies and economies in scale with how it plans, forecasts and schedules resources; how it evaluates operational and employee performance; how it allocates work to teams and individuals; and how it helps ensure the highest priority work gets executed first.”

Verint was selected because it was able to deliver several requirements the insurer was looking to address. One of them was the ability to track work from beginning to end to help ensure service quality and turnaround times. And some of the other ones were to improve business processes and better track and align service level agreements (SLAs) and key performance indicators (KPIs) to standards it wants to maintain for service delivery and customer experience. 




Edited by Alicia Young



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