Never mind about the lining up of call monitoring/recording, workforce management, e-learning, performance management, and analytics into single-vendor or integrated multisupplier WFO suites. That’s old news.

 

There is what may be a larger convergence beginning to taking place between customer relationship management and workforce optimization platforms. There is a complementary synergy that relates agent performance and quality to retaining and maximizing value from customers. And that’s news.

 

Verint has reportedly announced that its Impact 360 WFO software is a now a SAP-endorsed business solution. That means Impact 360 is complementary to SAP (News - Alert)® software offerings, developed in accordance with SAP development guidelines, and providing additional choices and flexibility for businesses running SAP applications. With this agreement, Verint (News - Alert) brings its WFO software to SAP’s large global customer base.

 

The company said that it worked closely with SAP to deliver out-of-the-box integration between its solutions and SAP`s, eliminating the need for custom integration. As part of the agreement both companies will share technology and product roadmaps.

 

With investments in solutions from both SAP and Verint, organizations’ contact centers can take a renewed approach to customer relationships, Verint said. By leveraging the SAP CRM application and Verint`s Impact 360, companies can more fully enhance customer experiences, maximize collaboration, improve customer retention, and gain access to information. They can also “instill a structured customer-centric approach to business operations and customer care.”

 

“Verint Witness Actionable Solutions is now among an elite group of vendors with solutions endorsed by SAP; we’re delighted to be both building our business in new markets, while extending deeper into others with the reach of our WFM and WFO solutions,” said John Bourne, senior vice president, global channels and alliances, Verint Witness Actionable Solutions, in a statement. “Our organization has built its business and reputation as the market leader in unified, analytics-driven, enterprise-enabled WFO solutions for customer service operations. Through our SAP-endorsed business solutions, we can make available a unique, broader set of business applications and services designed to help companies with their focus around and drive toward service excellence and customer centricity.”

 

Through a WFO strategy and solution set, organizations can run more efficient operations, creating more loyal customers and driving more profitable business outcomes, Verint officials said. The software helps companies gain unprecedented visibility into customer service processes, workforce performance and customer intelligence. It applies actionable intelligence from customer care operations to make better, faster decisions that impact enterprise revenue, costs, compliance, customer loyalty and competitive advantage.

 

It also helps enhance employee skills and satisfaction, and retention, resulting in enriched customer experiences from knowledgeable staff and reduced turnover. With Impact 360, organizations can transform customer service from a detached business function into a strategic enterprise asset.

 

In turn SAP CRM enables collaboration and provides agents with access to the appropriate information by working in conjunction with Impact 360 WFM offering or available as a stand-alone packaged offering. This helps forecast and schedule agents with the right skills at the right times, for example. Organizations leveraging both solutions are better positioned to maximize their customer service improvement opportunity and realize a more efficient ROI.

 

“By endorsing solutions such as Impact 360 from Verint, SAP continues to build its ecosystem, support our customers’ businesses, drive new levels of collaboration, and provide additional choices and flexibility to our customers,” said Jujhar Singh, senior vice president, CRM product management and global strategy, SAP, in a statement. “The use of the endorsed solution from Verint with SAP solutions will enable our interaction center customers to improve productivity and accelerate delivery of innovative products to market while lowering total cost of ownership.”

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