Workforce Optimization - ttec.com Technology’s cloud with Verint WFO delivers the industry’s...

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Workforce Optimization TeleTech Technology’s contact center solutions now offer Verint’s Workforce Optimization Suite

Transcript of Workforce Optimization - ttec.com Technology’s cloud with Verint WFO delivers the industry’s...

Workforce OptimizationTeleTech Technology’s contact center solutions now offer Verint’s Workforce Optimization Suite

TeleTech Technology’s cloud with Verint WFO delivers the industry’s most unified and mature workforce optimization platform, with unmatched functionality, powerful mobile application, simplified system administration and maintenance, real-time enterprise collaboration, intuitive interfaces and navigation, and reduced cost of ownership – all available through a monthly subscription. Providing unprecedented visibility into resources, processes and history across multiple functional areas of your organization, the solution transforms raw data into actionable insights more quickly than ever dreamed possible.

Our WFO solution helps organizations:

– Capture and analyze the customer experience, both real-time and historical, from agent to agent, department to department and channel to channel, improving the quality and security of customer interactions.

– Promote richer, more meaningful engagement between customers and employees.

– Improve internal processes and compliance.

– Boost employee productivity.

– Uncover business trends and reveal areas of opportunity and potential revenue.

The Best in Cloud Contact Center Solutions Just Got Better TeleTech Technology thinks, lives, and breathes cloud. As Cisco’s® first technology partner in North America to achieve the Cisco® Cloud Provider Certification and the first North American Partner to offer both the Avaya Aura Platform and the Avaya IP Office Platform as a Service, the cloud is what we do… and we do it better than anyone else. Now, in addition to industry-leading CRM, customer journey, Unified Communications and managed services solutions, our cloud delivers the very best in workforce optimization (WFO). Partnering with WFO leader Verint®, we offer the industry gold standard in WFO fully integrated with our cloud platform and competitively priced for rapid deployment in a contact center near you!

WORKFORCE MANAGEMENT: Utilize an integrated enterprise solution for managing work, people and processes to efficiently plan, forecast and schedule employees to meet service level goals.

MOBILE AGENT/SUPERVISOR APP: Through iPhone, Android or iPad, employees have access to calendars and can request time off; managers can approve or deny requests, check work schedules, and even review performance data.

DESKTOP AND PROCESS ANALYTICS: Capture and measure employee desktop activities to objectively gauge job performance and offer real-time employee guidance as well as facilitate process automation.

PERFORMANCE MANAGEMENT: Use a single, standardized framework to efficiently track, manage and improve individual, team and organization performance.

IP, TDM, SIP AND SCREEN RECORDING: Reliably capture, encrypt, archive, search and replay audio and screen interactions for compliance, liability protection, and quality management, with security options including PCI DSS compliance.

QUALITY MANAGEMENT: Select and evaluate a large number of interactions for sampling across multiple channels based on business relevance, employee performance and customer rating, and gain insight on every facet of every interaction from a single screen.

COACHING: Assign, deliver and track mentorship opportunities as determined by employee evaluations and key performance indicator (KPI) scores.

TELETECH TECHNOLOGY CLOUD SOLUTION WITH VERINT WFO

You’ve invested in software, hardware, infrastructure and people. TeleTech Technology’s WFO solution integrates and optimizes your resources through these powerful tools:

TWO GREAT SOLUTIONS THAT WORK GREAT TOGETHER

If TeleTech Technology is Cloud, then Verint is WFO. TeleTech Technology’s already robust contact center solutions are now further enriched by Verint’s best-in-class WFO suite with several cost-conscious packages designed to suit every business need. These two great solutions are truly a match made in the cloud, giving you the best bang for your contact center buck, and the best contact center for your customers and your employees.

PROVEN SOLUTIONS, DOCUMENTED OUTCOMES

Verint doesn’t just talk a great game, it delivers, solving some of the most pervasive challenges faced by enterprises of all sizes.

PRODUCTIVITY ENHANCEMENT: Insight gained allowed a vision services provider to enhance customer service and reduce call handle times for a $3 million savings in the first year.

CUSTOMER SATISFACTION: By analyzing customer calls, a bank was able to reduce call handling times while increasing net promoter score.

COST REDUCTION: Solution implementation improved a manufacturer’s customer service levels by nearly 10 percent while reducing its cost per monitored call by more than 60 percent.

OPERATIONAL EFFICIENCY: Utilizing the solution allowed the streamlining of customer service across contact centers and back-office operations, saving an educational lender $1.75 million in the first year.

CUSTOMER RETENTION: A large financial services organization implemented the solution to help spot potential customer defections — and saved nearly 600 accounts worth about $1.7 million in revenue just in the first three months.

Workforce Management Call Recording/ Quality Management

Speech/ Desktop Process Analytics

Happy Customers

WHY TELETECH TECHNOLOGY? TeleTech Technology is a pioneer among North American partners in offering cloud and on-premises contact center solutions powered by Avaya and Cisco. As a leading partner in the design and delivery of customer experience technology solutions, it specializes in helping companies across the globe provide faster, smarter, and more agile customer interactions. TeleTech Technology is a recognized Platinum Avaya Connect Partner and Cisco Gold Partner. In addition, it has earneda 4.6/5.0 overall customer satisfaction rating and 4.8/5.0 implementation satisfaction rating, making it one of the highest ranked Avaya and Cisco business partners. For more information, visit teletechtechnology.com.

LET’S GET STARTEDEngaging and delighting customers is the key to differentiating your company and driving growth. TeleTech is the go-to partner for Global 1000 leaders because we understand how to create an exceptional customer experience. Let us help you grow revenue, reduce costs, and create lifelong customers.

For more information, please contact us at 303.397.8100 or visit teletech.com.

CORPORATE HEADQUARTERS9197 South Peoria StreetEnglewood, Colorado 80112-5833United StatesPhone 1.800.TELETECH+1.303.397.8100 (outside the U.S.)[email protected]

70199C 9-16©2016 TeleTech Holdings, Inc. - All rights reserved. Verint is a registered trademark of Verint Systems, Inc. Cisco® is a registered trademark of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. Avaya is a registered trademark of Avaya and/or its affiliates.