impact 360 workforce optimization presenter title event (if applicable) date
TRANSCRIPT
Impact 360 Workforce Optimization
Presenter Title
Event (if applicable)Date
About Verint
THE UNITED KINGDOMTHE UNITED KINGDOM
CANADA CANADA
CALIFORNIACALIFORNIA
COLORADOCOLORADO
GEORGIAGEORGIA
MEXICOMEXICO
BRAZILBRAZIL
MASSACHUSETTS
MARYLAND
NEW YORK
NEW JERSEY
VIRGINIA
MASSACHUSETTS
MARYLAND
NEW YORK
NEW JERSEY
VIRGINIA
INDIAINDIA
SINGAPORESINGAPORE
AUSTRALIAAUSTRALIA
CHINACHINA
HONG KONGHONG KONG
JAPANJAPAN
THE NETHERLANDS
GERMANY
POLAND
THE NETHERLANDS
GERMANY
POLANDFounded 1994 and based in Melville, NY
A top 100 global software company
A top 30 US enterprise software company
More than 10,000 customers in 150 countries
Founded 1994 and based in Melville, NY
A top 100 global software company
A top 30 US enterprise software company
More than 10,000 customers in 150 countries
15 YEARS15 YEARS
TOP 100TOP 100
TOP 30TOP 30
10,000+10,000+
FLORIDAFLORIDA
FRANCEFRANCE
Verint At A Glance
Global Leader in Actionable Intelligence® Solutions
WFO WFO
Analytics Analytics
InnovationInnovation
Security50
Security50
Overall Market Leadership in
WFO1
Overall Market Leadership in
WFO1
Speech Analytics Market Share Leader2
Speech Analytics Market Share Leader2
Over 450 patent registrations and applications
Over 450 patent registrations and applications
World Wide Leader in Video Security
World Wide Leader in Video Security
VERINT LEADERSHIPVERINT LEADERSHIP
1 Datamonitor Nov ‘08 2 DMG Aug ‘08
Why Verint - Market Share
Verint Witness Actionable Solutions
Closest Competitor
Combined Market Share
Internet Protocol (IP) Recording
2009 Quality Management/Liability Recording Market Share Report,
DMG Consulting(based on total IP recording
revenue)
21%
34%4% 41%
Next Closest
Workforce Optimization with Recording
2009 Quality Management/Liability Recording Market Share Report,
DMG Consulting (based on WFO and recording
revenue)
19%
34%6% 41%
Speech Analytics
2008 Speech Analytics Market Report, DMG Consulting
(based on number of implementations)
14%
36%
8% 42%
Quality Monitoring
2008 Voice/Data Recording/ Speech Analytics Market,
Tern Systems (based on CSR shipments)
10%
19%14%
57%
Workforce Management
2008 North American Agent Performance Optimization Markets, Frost & Sullivan
(based on product and services revenue)
32%28%19%
21%
Workforce Management Services
2008 North American Agent Performance Optimization Markets,
Frost & Sullivan (based on WFM services revenue)
20%
16%34%
30%
Workforce Optimization
2008 North American Agent Performance Optimization Markets, Frost & Sullivan
(based on WFM+QM revenue combined)
25%
25%18%
32%
Workforce Optimization Services
2008 North American Agent Performance Optimization Markets, Frost & Sullivan
( based on WFM+QM service revenue combined)
14%
25%18% 43%
Rest of Market
WFM Market Share Growth Leader
Verint +31%
NICE +1%
Aspect -7%
22%
21%
20%
19%
18%
17%
16%
15%
14%
2006 2007 2008
+31%
Source: The Pelorus Group, 2009 World Contact Center Workforce Management Systems Market
“Verint-Witness showed the largest gain, 4.9 share points or a 31% increase in market share over two years”
Verint: the WFO Leader 2008 & 2009
What is WFO?
• Managers - Consolidate agent management activities
• Analysts - Expand investigative capabilities
• Quality Assurance - Enhance coaching opportunities
• Training - Automate training requests
• System Administrators - Centralize administration
• Executives - Drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement
What If You Could …
You can - with a Workforce Optimization strategy
What is Workforce Optimization?
A strategy that helps companies better managethe people, process and technologies
associated with the customer experience
Reduces Costs Improves Customer Experience Increases Revenue
Delivered by People
Process Enabled by Technology
Six Building Blocks of Workforce Optimisation
Benefits include:
• Reduced administrative costs• Management process synergies • Enhanced ease of use due to a single interface • Streamlined reporting and analysis
Analyst Validation of WFO
“ The costs associated with the purchase of multiple siloed tools from a range of disparate vendors will be significantly higher than a suite from one provider.”
“Once integrated, the functional domains begin to complement each other, and provide incremental business value.”
Recommendation:Work toward an integrated WFO vision as part of a long-term strategy for improving short-term efficiencies and long-term effectiveness by reducing the vendor portfolio by one, as part of each planned upgrade.
Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008
Source: Gartner, “Embrace Contact Center WFO to Optimize Agent Cost Containment” Jim Davies, March 5, 2009
TARP study of customer complaints
• Agents ___%– Poor training
– Don’t follow policy
– Bad attitude
• Company ___%– Product / service problem
– Broken processes
– Billing errors
• Customer ___%– Customer error
– Misaligned expectations
Source: TARP study of customer complaints (200 large firms)
20
65
15
Unified, Analytics-Driven, Enterprise Enabled WFO
SPEECH,DATA AND SCREEN
ANALYTICS
PERFORMANCEMANAGEMENT
WORKFORCEMANAGEMENT
QUALITYMONITORING
CUSTOMER FEEDBACK eLEARNING &COACHING
Automatically prioritize calls for review based on speech category
Alerts & Notifications
Pass call details to data analytics
Pass QM scores to data analytics
Pass survey scores to evaluation form
Drill to interactions from Scorecards
Drill to interaction from survey
Drill to Adherence from Scorecards
Drill to interactions from analytics results
Pop-up alert to agent on schedule change
Performance-driven learning and coaching
Automatically send learning and coaching assignments to F&S for scheduling
Immediately assign lessons from evaluations
Pop-up alert to agents on upcoming eLearning and Coaching events
AGENTS
Track and Analyze Agent/Group KPI Performance
Pass evaluation scores to Scorecards
Pass survey scores to Scorecards
Pass competencies and training scores to Scorecards
Pass F&S and Adherence stats to Scorecards
Single Sign-on
Central Add, Change, Remove
Unified interface for agent Schedule/Scorecard/eLearning/Coaching access
Pass Speech Analytics categories to the Scorecards
Get Immediate Answers to “Where?” and “How?”Increase ProductivityImprove Agent PerformanceAutomatically Assign LearningIncrease ProductivityImprove AdherenceLess Agent Training RequiredStreamline Quality MonitoringDetermine Root Cause of KPI PerformanceFocus QM on the Calls that “Matter Most”Decrease CostsReduce Adminstrative Overhead and Save Money
Verint’s Unified Suite of Applications
Exit UnificationsDrill to call/live monitor and record from Adherence
Automatically Quality scores to F&S for scheduling
Verint’s Analytic Tools
• Provide actionable intelligence from customer interactions
• Deliver a 360 degree view of customer experience
• Automatically surface trends without predefinition
• Drive workflow through the organization
Verint’s Enterprise Enabled Solutions
• Help determine if root cause of problems are outside the contact center
• Provide a workflow to leverage findings outside the contact center
• Extend WFO beyond the contact center - into the back office, branches, remote workers and customer service operations
• Offer enterprise-scale architecture;no matter how many sites you have or how virtual your organization is
WFO in Back Office Operations
• Reduce variance between best/worst staff process times
• Ensure staff stays on-task throughout the day• Reduce over/under staffing costs/penalties
Productivity improvement
• Use “Black Box” evidence to improve process• Target training at just those needing it , when
needed• Base task standard effort on hard, objective data
Accuracy & reduced rework
• Identify performance trends and respond quickly• Base actions on hard facts, not best guesstimates• Track post-decision progress and organizational
buy-in
Better, timely decisions
Industry Validation of Verint WFO
“Verint's vision for WFO spans the front and back office and is, by far, the most executed on through the creation of a dedicated enterprise division…”
“The depth and breadth of Verint’s integrated Impact 360 portfolio merges the best from Witness Systems and Verint’s product lines…”
“Verint’s desire for true WFO solution unification creates a strong value proposition...”
Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, September 26, 2008
Verint WFO Delivers ROI
Decreased call volume by 22 percent
Doubled contact center recurring revenue over previous year
First contact resolution increased 33 percent to 85% from low of 63%
An additional 10,000 minutes of productivity per week (equivalent of 4 FTEs)
Approximately $1 million in headcount cost savings through more optimized scheduling
Adherence of 94% across departments and lowering attrition by 55%
Reduced headcount by 30 percent
Industry Leadership and Awards
Magic Quadrant for Contact Center Workforce Optimization“Leader” – Highest Issued WFO Rating
MarketScope for Contact Center Quality Management MarketScope for Contact Center Workforce Management“Strong Positive” – Highest Rating for Each
Workforce Optimization Technologies Decision MatrixHighest Technology Assessment; Top “Short List” Rating
The market for WFO
2009 Market Drivers
• IP recording exceeds TDM for the first time
• Strongest WFO add-ons: Speech, survey, performance management and coaching
• Speech analytics becomes expected WFO component and potential driver for back office
• WFM adopted outside contact center in back office operations
DMG Consulting 2009
WFO Market Growth Projections
The Product
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Manage Risk and Ensure Compliance
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
Compliance Recording
Record, Store &
Playback
28
Strategic Application for Contact Centers
Quality Monitoring
29
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
Record, Store &
Playback
Easy to Use and Intuitive
• Rules-based recording easy to set up
– Random
– Schedule-based
– Event-based
• Easy playback of recorded sessions
• Evaluation forms are simple to create and auto-populate with information
• Evaluation screens are easily created and modified
• Comprehensive built-in reports and ad-hoc report writer
• Searches are easy to perform
Reduces admin & training costs
31
WFM includes eLearning and Performance Management
WFM - a key Building Block of WFO
32
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
Record, Store &
Playback
WFM – More Than Forecasting and Scheduling
• Workforce Management
– Sophisticated and flexible techniques for accurate forecasts and schedules
– Patented algorithms targeted at inbound and/or outbound scheduling that manage unique differences in call activity
– Individual Skill and proficiency-based scheduling
– Advanced Adherence management tools
– ‘What-If’ scenarios with Agent Profiles (Phantom agents)
Strategic Planning
– Long term strategic planning – Trending and Special Event handling
Unique Workforce Optimization Integrations include
– Unified Interface
– Scheduling of eLearning
– Drill to Interaction from Adherence and Scorecards
– Quality Scores in Scheduling
34
Individual agent skill and proficiency
Single, multi, virtual and outsourced sites
Inbound and Outbound Multi-media – phone, e-mail, &
chat Back Office work Outsourcer coordination Events and training Powerful work patterns and rules Multi-week scheduling Agent-defined preferences Easy to use
Optimize Forecasts and Schedules
Outbound Service Level goals are easy to set
35
Optimally Schedule Learning Breaks
Minimize training getting delayed or cancelled
Immediately correct and improve agent skills
eLearning
Learn with Minimal Impact on Service Levels
38
Customer Feedback & Speech Analytics deliver the Why factor!
Analytics Driven WFO
39
En
terp
rise V
alu
e
Analytics-Driven WFO
Traditional WFO
Quality Monitoring
WFM
eLearning
OperationalEffectiveness
CustomerExperience
Agent/CenterPerformance
Compliance andLiability
Complexity of Objective
Performance Mgt
Customer Feedback
Speech Analytics
Data Analytics
Record, Store &
Playback
Customer Feedback
How it works:– Customer calls Contact Center– At end of call, two options:– agent asks for feedback and transfers caller to
automated Customer Feedback system– Program “return vector destination” in VDN to auto
transfer upon agent disconnect (blind transfer)– CF System asks dynamic questions about the customer
interaction– Customer uses keypad to provide feedback– Customer can also leave verbatim feedback– Business acts on real-time feedback through alerts
40
Getting a Complete View of Customer Experience
Bring insights to the surface from interactions that would otherwise be ignored
EVALUATEDEVALUATEDFORFORAGENTAGENTQUALITYQUALITY
SPEECH SPEECH ANALYTICS & ANALYTICS & CUSTOMER CUSTOMER FEEDBACKFEEDBACK
Can analyze Can analyze all calls all calls
43
Speech and Data Analytics
Customer Complaints
Change policy
Technician didn’t show
Activity fees
Wrong information
Brings the root cause of key business issues to the surface
Continuously mines all calls surfacing top drivers
No need to predefine terms or reprocess calls
Non-categorized calls are used as a reference group delivering true root cause for every category or search results
44