Jazztel deploys Verint Witness Actionable Solutions' Impact 360 Workforce Optimisation Software in Spanish contact centre operation
Verint Systems has announced that Jazztel, a leading telecommunications and data transmission carrier in Spain, has implemented Impact 360® Workforce Optimisation (WFO) a solution offered through the company's Verint Witness Actionable Solutions business line. Having deployed the solution in an Avaya IP environment, Jazztel is leveraging the software to help improve workforce management capacity and performance at its contact centre in Madrid.
The ability to capture, analyse and take action on customer interactions is what appealed most to Jazztel in selecting Impact 360 Workforce Optimisation. With the information acquired, the organisation better understands trends and root causes. Jazztel is also able to leverage other functionality across the WFO suite - such as workforce management, eLearning and performance management - to establish realistic forecasts and performance goals, schedule the appropriate number of staff, drive performance improvement with targeted training and measure performance to identify execution issues and excellence. The solution has been deployed in conjunction with Verint partner Voiceware Communications.
"We are confident that the innovative technology and the quality of professional services provided by Verint Witness Actionable Solutions and Voiceware, along with the expertise of our own team, will further enhance our customers' experiences with Jazztel's customer care," says Marcos Liberini, Director of Customer Care at Jazztel. "By implementing Impact 360 Workforce Optimisation, we expect that our service efforts will continue to stand out in the Spanish market."
By design, Impact 360 Workforce Optimisation enables Jazztel to scale based on demand, adding new functionality in the future to span across the entire enterprise, such as customer feedback and speech and data analytics. The unified suite also helps the organisation obtain greater insight into workforce performance, customer service processes and customer loyalty.
"Impact 360 Workforce Optimisation enables Jazztel to extract and analyse important information on interactions with customers, analyse the effectiveness of the service they deliver and improve the experience for its growing customer base," comments David Parcell, Managing Director EMEA for Verint Systems. "The software complements Jazztel's vision in optimising its contact centre, and helps provide increased quality and productivity."
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