NewVoiceMedia Partners with Verint to Help Organisations Enhance Contact Centre Management

NewVoiceMedia , a leading provider of cloud contact centre and inside sales technology that enables businesses to have more successful conversations, has announced a partnership with Verint Systems Inc., a global leader in customer engagement optimisation solutions.

As a new reseller, NewVoiceMedia will sell and support Verint Workforce Management, helping customers to gain unprecedented visibility into staffing, processes and work across their enterprise.

Verint Workforce Management integrates seamlessly with NewVoiceMedia’s ContactWorld platform, giving managers a single solution to plan, forecast and optimally schedule employees to match the workload across their omni-channel customer-serving departments, helping ensure agents with the most appropriate skills are made available at the right time, while also adhering to schedules.

Service levels can be optimised as everyday use is simple and the upfront costs and burden on IT resources associated with traditional technology are removed. The combined solution supports globally distributed customer-serving departments from the cloud.

According to new research from DMG Consulting LLC[1], workforce management (WFM) is still the most important productivity tool for contact centres as companies seek to deliver a more personalised customer experience.

Verint received a score of five out of five in several key product satisfaction categories in the firm’s 2017/2018 Workforce Management Product and Market Report.