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Summary

Verint’s Work Allocation Manager takes some of the essential lessons learned from call center operations – that you can track, measure, and optimize agent performance – and applies them to a wider spectrum of employees. The key is automating the way items of work are prioritized, allocated, and tracked through to completion. This announcement helps the firm sharpen its message for back-office buyers and others outside Verint’s legacy core. And it validates the benefits of fitting Kana and Verint together.

Bringing together front- and back-office best practices

Customer service does not take place only during the communications interaction – its success is intricately linked to the performance of people who are not on the phones, but who process the transactions and behind-the-scenes work product.

Verint’s Work Allocation Manager promises to take the operational excellence and productivity of the contact center and port it to back-office workers. By automatically allocating work to available and skilled people, an organization can increase overall productivity throughout the transactional process. The idea is that optimizing the way work is done (the right work at the right time by the right employee) can have as positive an impact on customer experience as streamlining the workforce itself.

Work Allocation Manager organizes the items that are routed to employee desktops, distributing them based on predefined criteria such as employee skills or service levels. Work items do not get lost in the shuffle, and they do not get separated from information about the customer who prompted them, or the interaction that started the process. Tasks such as claims processing are trackable, auditable, and under manager control.

When Verint bought Kana in 2014, Ovum noted the potential for joint solutions that could pull together two typically siloed customer service tools: those that track agent performance and those that track customer cases. Putting the two realms together is long overdue.

Ovum believes that as customer interactions become less like “calls” and more like complex, threaded, multichannel encounters, they will generate more and more intricate “work.” These longer-term encounters will require more varied skills and more careful process management, and enterprises will need a better way to coordinate their approach to accomplishing tasks (and identifying the best performers for those tasks). Verint Work Allocation Manager is a powerful first step in breaking down the silos around where customer transactions occur, and a decisive move to improve on the capabilities of traditional workforce optimization.

Appendix

Further reading

SWOT Assessment: Verint Customer Interaction Analytics, IT0020-000053 (September 2014)

“Verint has a unique opportunity with the acquisition of Kana’s CRM solutions,” IT020-000001 (January 2014)

Author

Keith Dawson, Practice Leader, Customer Engagement

keith.dawson@ovum.com

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