"We had a clear understanding that workforce management was key to customer satisfaction, efficient personnel scheduling and effective time managemen."

"The forums enable Test-Aankoop to create interesting and engaging customer dialogue. We can moderate discussions, responses can be flat or threaded, and the audience can ‘like’ thread replies, with the highest rated content surfaced up front. The tool is genuinely transformative."

"We’re very pleased with Verint’s Telligent Community solution offer. It makes connections between people who, before now, would not have crossed paths without significant effort."

"A specific issue solved by Impact 360 workforce management was our planned recruitment phase for the expansion of the member contact centre. By using the "What If?" scenarios the solution offers, we were able to predict the increased work volumes and the number of staff required for specific shifts, to …

"Only by understanding why our customers are calling can we consistently and effectively meet their needs. [Impact 360 Quality Monitoring] has helped us stay true to our mission of delivering the highest quality customer service."

"Agents were fumbling. Customers were taking over control of the call. We reacted quickly to provide agents with call-control tips to make sure they could quickly get to customers' needs."

"Impact 360 has provided excellent insight into our contact centre operations and very quickly helped us focus on cross-selling within the space of a few months, we have seen cross-sales increase by 300."

"With Impact 360 Speech Analytics, we’ve seen cost savings of more than £50,000 from reduced call handling times and an overall reduction in call volume."

"With Impact 360 Speech Analytics, our contact centre managers can directly document the amount of money they are saving their client companies by optimising processes and reducing the need for customers to call. That is a very powerful benefit, indeed."

"With Verint Speech Analytics, we can pinpoint what’s going on, good or bad, using real-time, empirical evidence – and quickly make changes if necessary."

"Overall, Impact 360 Speech Analytics gives us the capacity to understand exactly how our clients perceive our products and services and to react in real time."

"Sometimes information was missing from the Web site or it was buried too deeply, and we didn’t realize how important it was to our clients. Reporting highlighted this, and we made changes that helped to reduce our call volume."

"At Telefónica O2 Ireland, we’re committed to improving the overall customer experience we offer, and we’re focused particularly on reducing the number of times our customers need to call us. Making sure we resolve customer enquiries on their first call is clearly one of our key drivers and, with Impact …

"In addition to advanced features such as PCI compliance, Yorkshire Water benefits by using Impact 360 to help unlock significant productivity savings within the business."

"The real payoff is in the return on investment that Impact 360 Desktop and Process Analytics is helping us deliver to our clients through increased efficiency and lower cost."