Ventura Implements Verint's Impact 360

Ventura, one of the United Kingdom's largest customer management outsourcing companies, is implementing Impact 360 Quality Monitoring and Impact 360 Desktop and Process Analytics from Verint Witness Actionable Solutions.

Ventura offers a broad range of outsourced services to blue-chip clients, and will use the Verint solutions to enhance workflow and customer service operations activities on some 3,300 agent desktops within its seven contact centers across the UK and in India. The new intelligence derived from Impact 360 Desktop and Process Analytics will enable Ventura to better understand factors leading to non-productive employee time, and help refine its processes for optimal efficiency and bottom-line profitability.

The solution also will allow the organization to track and gauge desktop activities and workflow effectiveness to improve back-office productivity and process adherence. 

"Ventura already operates efficiently in terms of resource planning across front-office operations, and we were keen to find ways to extend the same approach to increase our back-office productivity, improve resource utilization and help reduce our back-office costs," said  Alan Linter, Ventura’s IT and shared services director. "Working with Verint, we quickly appreciated the benefits that the Impact 360 solutions could bring."

Additionally, the outsourcer is implementing 3,300 agent seats of Impact 360 Quality Monitoring, which includes capabilities that will support its focus on PCI compliance and customer data protection. Ventura’s new desktop and process analytics for the back office will integrate fully with the Verint QM solution, providing the outsourcer seamless integration between the workforce optimization solutions, which also includes performance management scorecard and eLearning capabilities.