Using new algorithms, the software enables managers to meet the differentiated needs of outbound scheduling, while still providing reporting, adherence and agent self-service functionality.
The software also has new outbound forecasting and scheduling features which enable users to forecast on five new metrics and set and meet outbound service goals. Verint claims this enhancement enables organizations to combine their long-term strategic forecasts with their daily tactical forecasts to increase forecast accuracy. It also flags outliers in forecast data due to special events, days and queue reconfigurations, giving users the ability to either exclude or include the outlier data. Using regression analysis techniques, the software delivers strategic planning based on daily, weekly, monthly, quarterly, seasonal and annual growth trends. According to the company, Impact 360 Workforce Management now has even more powerful forecasting capabilities.
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