Transcript WAS Title up to Two Lines Including Subtitle Presenter

Impact 360 Workforce
Optimization
Presenter
Title
Event (if applicable)
Date
About Verint
Verint At A Glance
15 YEARS
TOP 100
TOP 30
Founded 1994
and based in
Melville, NY
CALIFORNIA
THE UNITED KINGDOM
COLORADO
HONG KONG
CANADA
A top 100 global
software
company
A top 30 US
enterprise
software
company
More than 10,000
customers in
150 countries
VERINT LEADERSHIP
FRANCE
WFO
Analytics
CHINA
JAPAN
MEXICO
Innovation
GEORGIA
FLORIDA
10,000+
THE NETHERLANDS
GERMANY
POLAND
Overall Market
Leadership in
WFO1
Speech
Analytics Market
Share Leader2
Over 450 patent
registrations
and applications
INDIA
BRAZIL
MASSACHUSETTS
MARYLAND
NEW YORK
NEW JERSEY
AUSTRALIA
Security
50
World Wide
Leader in
Video Security
SINGAPORE
VIRGINIA
Global Leader in Actionable Intelligence® Solutions
1
Datamonitor Nov ‘08
2
DMG Aug ‘08
Why Verint - Market Share
Combined Market Share
Internet Protocol (IP)
Recording
Workforce Optimization
with Recording
Speech Analytics
Quality Monitoring
2009 Quality Management/Liability
Recording Market Share Report,
DMG Consulting
(based on total IP recording
revenue)
2009 Quality Management/Liability
Recording Market Share Report,
DMG Consulting
(based on WFO and recording
revenue)
2008 Speech Analytics Market
Report, DMG Consulting
(based on number of
implementations)
2008 Voice/Data Recording/
Speech Analytics Market,
Tern Systems (based on CSR
shipments)
4%
21%
41%
6%
34%
19%
19%
21%
28%
Workforce Management
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
(based on product and services
revenue)
8%
14%
Closest Competitor
20%
34%
42%
36%
34%
Verint Witness
Actionable Solutions
32%
41%
30%
16%
Workforce Management
Services
2008 North American Agent
Performance Optimization Markets,
Frost & Sullivan
(based on WFM services revenue)
14% 10%
19%
Next Closest
25%
18%
32%
25%
57%
Rest of Market
18%
14%
43%
25%
Workforce Optimization
Workforce Optimization
Services
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
(based on WFM+QM revenue
combined)
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
( based on WFM+QM service
revenue combined)
WFM Market Share Growth Leader
22%
+31%
21%
20%
19%
“Verint-Witness showed the largest gain,
4.9 share points or a 31% increase in
market share over two years”
18%
17%
Source: The Pelorus Group, 2009 World Contact Center Workforce
Management Systems Market
16%
15%
14%
2006
2007
2008
Verint
+31%
NICE
+1%
Aspect
-7%
Verint: the WFO Leader 2008 & 2009
What is WFO?
What If You Could …
• 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
You can - with a Workforce Optimization strategy
What is Workforce Optimization?
A strategy that helps companies better manage
the people, process and technologies
associated with the customer experience
Process
Reduces Costs
l
Delivered by
People
Improves Customer Experience
Enabled by
Technology
l
Increases Revenue
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
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 longterm 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
TARP study of customer complaints
• Agents20
___%
– Poor training
– Don’t follow policy
– Bad attitude
65
• Company ___%
– Product / service problem
– Broken processes
– Billing errors
15
• Customer ___%
– Customer error
– Misaligned expectations
Source: TARP study of customer complaints (200 large firms)
Unified, Analytics-Driven, Enterprise Enabled WFO
Verint’s Unified Suite of Applications
AGENTS
SPEECH,
DATA AND SCREEN
ANALYTICS
PERFORMANCE
MANAGEMENT
WORKFORCE
MANAGEMENT
QUALITY
MONITORING
CUSTOMER FEEDBACK
eLEARNING &
COACHING
Track
Get
Reduce
Determine
Immediate
Focus
and
Adminstrative
Automatically
Streamline
Less
Analyze
QM
Improve
Increase
on
Root
Improve
Agent
Answers
Decrease
the
Agent/Group
Agent
Cause
Quality
Calls
Training
Overhead
Productivity
Assign
Adherence
toPerformance
of
that
Costs
“Where?”
Monitoring
KPI
Required
Learning
“Matter
KPI
and
Performance
Performance
Save
and
Most”
“How?”
Money
Pass evaluation scores to Scorecards
Pass survey scores to Scorecards
Automatically Quality scores to F&S for scheduling
Automatically send learning and coaching assignments to F&S for scheduling
Unified interface for agent Schedule/Scorecard/eLearning/Coaching access
Pass competencies and training scores to Scorecards
Pass survey scores to evaluation form
Pass Speech Analytics categories to the Scorecards
Drill to interaction from survey
Drill to interactions from Scorecards
Pass call details to data analytics
Drill to Adherence from Scorecards
Pass QM scores to data analytics
Performance-driven learning and coaching
Automatically prioritize calls for review based on speech category
Immediately assign lessons from evaluations
Drill to interactions from analytics results
Pop-up alert to agents on upcoming eLearning and Coaching events
Alerts & Notifications
Pop-up alert to agent on schedule change
Drill to call/live monitor and record from Adherence
Single Sign-on
Pass F&S and Adherence stats to Scorecards
Central Add, Change, Remove
Exit Unifications
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
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
WFO in Back Office Operations
Productivity improvement
• Reduce variance between best/worst
staff process times
• Ensure staff stays on-task throughout the day
• Reduce over/under staffing costs/penalties
Accuracy & reduced rework
• Use “Black Box” evidence to improve process
• Target training at just those needing it , when
needed
• Base task standard effort on hard, objective data
Better, timely decisions
• Identify performance trends and respond quickly
• Base actions on hard facts, not best guesstimates
• Track post-decision progress and organizational
buy-in
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
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
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
The market for WFO
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
WFO Market Growth Projections
The Product
Compliance Recording
Manage Risk and Ensure Compliance
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Complexity of Objective
Operational
Effectiveness
Quality Monitoring
Strategic Application for Contact Centers
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Complexity of Objective
Operational
Effectiveness
Easy to Use and Intuitive
Reduces admin & training costs
•
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
WFM - a key Building Block of WFO
WFM includes eLearning and Performance Management
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Complexity of Objective
Operational
Effectiveness
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
Optimize Forecasts and Schedules
 Individual agent skill and










proficiency
Single, multi, virtual and
outsourced sites
Inbound and Outbound
Multi-media – phone, e-mail, &
chat
Back Office work
Outsourcer coordination
Events and training
Powerful work patterns and rules
Multi-week scheduling
Agent-defined preferences
Easy to use
Outbound Service Level goals are easy to set
eLearning
Optimally Schedule Learning Breaks

Minimize training getting
delayed or cancelled

Immediately correct and
improve agent skills
Learn with Minimal Impact on Service Levels
Analytics Driven WFO
Customer Feedback & Speech Analytics deliver the Why
factor!
Analytics-Driven WFO
Data
Analytics
Speech
Analytics
Customer
Feedback
Enterprise Value
Traditional WFO
Performance
Mgt
eLearning
WFM
Quality
Monitoring
Record,
Store &
Playback
Compliance and
Liability
Agent/Center
Performance
Customer
Experience
Complexity of Objective
Operational
Effectiveness
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
Getting a Complete View of Customer Experience
Bring insights to the surface from interactions that would otherwise be ignored
SPEECH
ANALYTICS &
CUSTOMER
FEEDBACK
Can analyze
all calls
EVALUATED
FOR
AGENT
QUALITY
Speech and Data Analytics
Customer Complaints
Brings the root cause of key
business issues to the surface
Change policy
 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
Technician didn’t show
Activity fees
Wrong information