On-demand call center software and optimization tools provider, inContact has announced a partnership with Verint Systems Inc., a provider of intelligence solutions and services for enterprise workforce optimization and security intelligence. inContact plans to convert Verint’s (News - Alert) workforce management (WFM) solution to its platform to deliver it through the cloud to contact centers of all sizes.
Part of Verint Systems Inc., Verint Witness Actionable Solutions is a global provider of workforce optimization solutions in the contact center market. This division focuses on extending its offerings through to branch/remote office and back-office operations environments.
“inContact has emerged as a market leader and ideal choice for us to partner with in the cloud market. We’re very pleased to be working together to reach a new market with our WFM solution, and open new opportunities for both of our organizations,” said John Bourne, senior vice president, Global Channels and Alliances, Verint Witness Actionable Solutions in a statement.
The new inContact cloud-based workforce management solution is now powered by Verint and is designed to simplify and automate staffing in today’s customer service operations. WFM from inContact helps to optimize agent-handled contacts, reduce the risk of missed service level goals, minimize costs through the efficient use of overtime and reduce overstaffing, increase schedule adherence and ensure the best possible use of agent resources.
Employees using the solution can submit scheduling preferences and enjoy the automation of time-off management, shift swapping and shift bidding capabilities. Offered as a cloud-based model, the inContact-Verint WFM solution will be integrated with the complete inContact portfolio of products. “Contact centers of all sizes can benefit from automated WFM solutions,” added Jim Tanner, inContact executive vice president of Product and Strategy. “We are very excited to partner with Verint to offer a leading WFM solution to the market with all the benefits of the cloud – rapid deployment, low IT burden, flexibility and a pay-as-you-go model. We believe that this new offering will help us to enhance the penetration of our entire solution portfolio.”inContact and Verint have timed this partnership perfectly according to market conditions.
Analyst firm Gartner has stated that WFM is ideally suited to SaaS and adoption in this arena is steadily growing. Frost & Sullivan (News - Alert) research shows that 45 percent of North American contact centers are not using WFM, while 54 percent of centers with less than 100 seats have still not made a WFM implementation.
Tanner added, “The new inContact WFM solution, powered by Verint and delivered via the cloud, will make this technology more widely attainable, enabling our customers to optimize their workforce to deliver a compelling and differentiated service experience. We look forward to the debut of the solution at our upcoming inContact User Conference in September.”
In other Verint news, the company announced
that full support for video feeds from the Verint Nextiva video management system is delivered by RealityVision version 2.5.3. Users will now be able to use their mobile devices to seamlessly tie into IP video feeds from fixed cameras connected to the Nextiva system.inContact announced
last May first quarter 2010 revenue of $8.3 million, an increase of 22 percent from the first quarter of 2009, when it reported revenue of $6.8 million. During a call with investors, inContact CEO Paul Jarman attributed the increase to the fact that inContact picked up numerous new contracts during the quarter.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Erin Harrison