Integration Verint and ProcessRunner improves insight into front and back office work volumes
Wednesday, January 18, 2012
Until now, the focus in Workforce Management
(WFM) had mainly been on front-office work. The planning of
back-office activities, however, is equally important. This is why
Morphis and Tele'Train integrated Verint and the multi-channel
customer service platform ProcessRunner.
Esther Segers with Morphis: "This integration ensures that the
complete work stocks are visible in a single glance. And this, in
turn, means that from now on the customer contact centers can
actually fulfill their service promises. Even if it regards work
originating from channels such as email or post."
Insight
into types of customer
processes
The ProcessRunner and Verint integration ensures that
back-office activities too are included in the capacity planning.
Ron Apontoweil, director of software solutions at Tele'Train: "All
the tasks that are still open and the decisions still to be taken
are presented clearly, if desired per customer process, channel and
department. It is not just about the number of emails and web
forms, there are clear details about the subject of the contacts
(contact drivers). In combination with the accumulated history
regarding the exact settlement times for each channel and process
it is ensured that each customer service can now operate with a
very accurate forecast, capacity planning and efficient
schedule."
Unique
input
No one else in the market can provide the detailed information
that the integration of the two systems delivers. More traditional
email management and contact center software solutions have
features for managing work stocks, but insight into the type of
outstanding stock is not available. In addition, these systems
struggle to bundle work stocks from different channels. Nor are
they able to send a list of tasks through the workflow from front
to back-office. In brief, the newly realized integration delivers
crucial input for the effective deployment of personnel.