SALT LAKE CITY (October 26, 2011) – inContact (NASDAQ: SAAS), the leading provider of cloud-based call center software and call center workforce optimization tools, today announced the extension of its partnership with Verint® Systems Inc. (NASDAQ: VRNT), a leading global provider of enterprise workforce optimization and security intelligence solutions, whose offerings are used by more than 10,000 organizations, including over 85 percent of the Fortune 100. Through the companies’ extended relationship, inContact will deliver Verint’s award-winning workforce optimization (WFO) suite as a cloud-based solution, enabling contact centers of all sizes to deploy these powerful solutions in a pay-as-you-go software model.
Typically the workforce accounts for more than 70 percent of the expense in any contact center and maximizing agent effectiveness through monitoring, training and scheduling is key to profitability and customer satisfaction. inContact WFO, powered by Verint’s software, is a unified suite of powerful workforce optimization solutions for analyzing and optimizing customer service across the contact center. inContact WFO can help companies of all sizes understand what’s happening in their customer-focused operations – and make better decisions about their people, processes, and performance.
“Following the successful launch of cloud workforce management with inContact last year, we are expanding our relationship to now offer Verint’s WFO suite, with multi-tenant capabilities, through the inContact cloud,” said John Bourne, senior vice president, global channels and alliances, Verint Systems. “Leveraging the capabilities inherent through Verint’s proven WFO suite, inContact customers can benefit from the unprecedented visibility across the contact center, enabling them to advance the sales, service and customer experiences they deliver.”
inContact is now the only cloud provider to combine contact center infrastructure, unified workflow-driven WFO and connectivity in one powerful offering. The new inContact WFO portfolio will include:
- Quality Monitoring includes real-time monitoring, search and replay, evaluations, coaching and reporting
- Workforce Management includes forecasting and scheduling, advanced adherence, time off management and shift bidding
- eLearning includes lesson management
- Performance Management includes agent scorecards
- Speech Analytics enables contact centers to understand the root cause of customer satisfaction issues
“WFO represents a global market opportunity of more than $1 billion, and delivers powerful competitive advantage for the contact centers that deploy it,” said Paul Jarman, inContact CEO. “We believe that our expanded strategic partnership with Verint will enable us to extend the benefits of WFO to companies of all sizes through our robust cloud-delivery platform.”
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inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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