Verint Impact 360 - Desktop and Process Analytics ... - Adtech Global

Enterprise Intelligence SolutionsDesktop andProcess Analytics forBack-Office OperationsImpact 360 Desktop and Process Analytics includes ProcessDiscovery, which can graphically depict the actual steps thatemployees follow as they complete a specific process or taskusing applications on their desktops.Now You Can:• Gain visibility into day-to-day operations by capturing activitydirectly at the employee desktop.• Find hidden capacity and improve productivity by understandinghow and when employees use applications and systems toperform their work.• Increase back-office efficiency and effectiveness by capturingand tracking work types and volumes, enabling more accurateworkload forecasting, resource scheduling, and service goalachievement.• Improve processing quality and compliance by identifyingdeviations, providing guidance, and monitoring processadherence.Many organizations have little or no visibility intothe activities and processes of employees inback-office operations, such as accounting, loanprocessing, payment processing, and orderfulfillment. This lack of visibility can make it difficultto recognize process and staffing issues — andopportunities — that can contribute to the overallefficiency, cost, and quality of customer service.That’s why Verint ® offers Impact 360 ® Desktop and ProcessAnalytics , software that offers visibility into employee desktopactivity across different systems, applications, and processes.This practical solution can help you more effectively manage theperformance of the people, processes, and technologies in yourback-office operations by:• Capturing time spent in applications and identifying productiveand unproductive behaviors.• Enhancing efficiency by measuring the time taken by individualemployees to complete each process step, as well as end-to-endprocessing standards.• Reducing errors and rework by auto-populating data amongapplications.• Mapping processes in real time to identify opportunities tostreamline and reduce process variability.• Comparing desktop activities with scheduled activities to manageschedule adherence and help ensure time is spent on the righttasks and priorities.*• Using data captured at the desktop to feed performance-basedscorecards.• Alerting managers automatically when employees are out ofcompliance with company or industry processing standards.* Requires Impact 360 Workforce Management .

Enhance Visibility into Back-Office OperationsIdentify Issues and Take Immediate ActionImpact 360 Desktop and Process Analytics provides a broad rangeof available functionality, including:• Advanced Desktop Analytics — Provides data capture, eventtriggering, and analysis of desktop application usage through:– Application Event Trigger — Detects specific “events” on thedesktop, such as opening / closing of windows, starting / stoppingof process steps, and input within a particular field. The solutioncan use these events to create volume counts, automatedmessage alerts, and email notifications. Detected eventsand time spent on application screens can be converted intovolumes and time standards for use by Impact 360 WorkforceManagement to forecast and schedule staff.– Application Analysis — Tracks and reports on all applicationactivities on the desktop, showing which applications employeesuse — including how they use them, when, and for how long.You can compare employees’ adherence to scheduled activitiesand track idle time, helping you distinguish between time spent inproduction-related applications versus non-production activities.You can also observe patterns in workflow through and betweensoftware applications or modules of the same application.• Strategic Desktop and Process Analytics — Provides thefunctionality of Advanced Desktop Analytics, along with:– Process Analysis — Enables you to define specific processes,then track the volume and status of workflow as it movesthrough them using the sequences of trigger data and applicationusage patterns from Advanced Desktop Analytics. When thesoftware recognizes a specified sequence of steps, it recordsthe data. The solution provides graphical timeline reportsshowing which processes have been completed, how longthey took, who performed them, and the steps involved. Youcan even spot incomplete processes, transaction values, andaccount data at given steps.– Process Discovery — Graphically maps, step by step, howemployees execute business processes based on their actualdesktop activities or based on activity log files. The solution cancapture data and create process diagrams in Microsoft Visio ®automatically without interrupting work, interacting with criticalcorporate systems, or requiring predefined process flows orintegration with other applications. You can spot frequentlyfollowed paths, process efficiencies, and exceptions, then usethis information to develop best practices, training, and more.• Data Propagation and Process Guidance — Reduces duplicatedata entry by providing the ability to automatically replicate dataelements from one application to others, without applicationor database integration. The solution can deliver personalizedguidance to employees at specific steps within a process, suchas displaying on-screen instructions and/or knowledgebasearticles, alerting a supervisor to offer assistance, and/or launchinga sequence of steps automatically, based on content displayedon the screen.Impact 360 Desktop and Process Analytics – Part ofthe Impact 360 Workforce Optimization SolutionImpact 360 Desktop and Process Analytics is part of the Impact 360Workforce Optimization suite from Verint Systems. This patentprotectedsuite brings together software and services for qualitymonitoring and recording, Voice of the Customer Analytics , desktopand process analytics, workforce management, performancemanagement, eLearning, coaching, and more into a unified solutionfor analyzing customer interactions, improving workforce performance,and optimizing service processes.About Verint Enterprise Intelligence SolutionsVerint ® Enterprise Intelligence Solutions capture and analyzecustomer interactions, sentiments, and trends across multiplechannels, improve performance, and optimize the customer experience.The solution portfolio includes the Impact 360 ® Workforce Optimization suite and Voice of the Customer software for increasing customersatisfaction and loyalty, enhancing products and services, reducingoperating costs, and driving revenue.Verint. Powering Actionable Intelligence ® .Verint ® Systems Inc. (NASDAQ: VRNT) is a global leader inActionable Intelligence ® solutions and value-added services. Morethan 10,000 organizations in over 150 countries use our solutionsto improve enterprise performance and make the world a saferplace. For more information about Verint, visit www.verint.com.info@adtechglobal.com1-888-Adtech21880 McFarland Parkway, Suite 100Alpharetta, GA 30005www.adtechglobal.cominfo@verint.com1-800-4VERINT330 South Service RoadMelville, NY 11747 USAwww.verint.comUnauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document,Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice.Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marksreferenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of theirrespective owners.© 2013 Verint Systems Inc. All Rights Reserved Worldwide. February 2013