Verint Systems has announced that its “Impact 360 for Back-Office Operations” solution from Verint (News - Alert) Witness Actionable Solutions is being deployed in the insurance, healthcare and transportation industries.

 

“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,” said Darryl Demos, general manager of the Enterprise Solutions Group for Verint Witness Actionable Solutions.

 

Verint uses the term “back-office” for that part of a company that performs non-customer facing administrative, processing and operations tasks. Company officials said that these tasks impact the customer experience, such as payment processing, new account set up, claims, research and order fulfillment.

 

In these types of transactions, errors and inefficiencies can result in additional calls into a company’s contact center, repeat work for back-office departments and dissatisfied customers. Company officials said all of these problems can translate into added costs to an organization.

 

Verint is seeing financial services, insurance and healthcare organizations among the early adopters of workforce optimization (WFO) technologies in the back-office. The WFO technologies include volume and data capture, capacity modeling, forecasting and scheduling, strategic planning, application analysis, process analysis, eLearning/lesson management and performance management/scorecards.

 

Company officials said that 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.

 

Also, with 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, said company officials.

 

Additionally, with the help of Verint’s Impact 360, a multi-national financial services company is effectively managing its back-office on an intraday basis against real work volumes to meet deadlines and reduce status inquiries.

 

These deployments are helping Verint to strengthen its position in the enterprise WFO market, said company officials.