"With Impact 360, we've increased the productivity within our center and are 100 percent more efficient at monitoring, evaluating, and training our agents. Impact 360 gives us more control over what's happening in our day-to-day business."

“We view workforce planning as an ever-evolving process. We’re always trying to anticipate what the business will need from us tomorrow, or a year from now, and position our operations to meet those needs. Verint has played an instrumental part in us being able to do that. Without Verint Workforce …

“Verint helped us change how we work and engage with our employees in a remote working environment. This was particularly important as we nearly doubled our contact center seat capacity during the pandemic.”

"With the help and guidance of the Verint team, coupled with the Impact 360 Quality Monitoring solution, our quality management program has met numerous key business goals, including reducing average handle time and, most importantly, increasing revenue per customer call."

"Impact 360 has quickly become an integral part of our customer service and quality strategy."

"The Impact 360 workforce optimisation solutions have helped us not only set up the contact centres quickly and efficiently, but have played a significant part in our ‘Dancing with Customers' initiative. Training on the system has been quick and uncomplicated, and it is a significant tool for management to provide …

"Before we had the Impact 360 solution, we really had no idea of how we were talking to our customers and the value of our service to them. Already our sales and services have improved by 60 percent, and we can recognise call types and know how to ensure quality …

"Impact 360 is now a permanent part of our armoury for realising excellence in customer service whilst also satisfying the regulators."

"The current implementation of our contact centre technology has enabled us to raise our level of customer service and has given us a broader view of the contacts that we have with our customers. However, the work that we do here is continually evolving and changes to the tax laws …

"From a certain standpoint, a member calling for a particular service is the boss — we want to make sure his or her experience with our call center agents reflects the highest caliber of service."

"Impact 360 Quality Monitoring is an integral part of LeasePlan USA’s quality assurance program. It provides us with a much more effective way to gauge our performance, helping us deliver a better, more consistent customer experience. Impact 360 is a good choice for our business."

"As a third-party administrator of long-term care insurance, our business needs require a full-time recording solution. Impact 360 Recording, operating in our Cisco telephony environment, helps us meet our recording, archival, and retrieval needs, saving both time and money."

"It’s unusual for a medium-sized hotel chain to operate a customer service centre with quality monitoring systems, but the investment has paid off for us. By using voice and screen recording to improve our processes and the training of our agents, we have boosted annual sales significantly with Impact 360."

"We were initially very sceptical, primarily as to whether the customers would accept the recording. But the responses were consistently positive. With the Verint solution, coaching is more systematic and structured — meaning that feedback is more efficient, and there are no more "dark corners" We know how high our …

"We highly recommend the workshop to help build the framework for fair and consistent performance measurement, which improves both agent and customer satisfaction."