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Workforce Optimization What if your organization could improveeverything about how it delivers customerservice? What if you could serve customersbetter and more cost effectively while miningvaluable information in every interaction?Impact 360 is a suite of enterprise workforce optimizationsoftware and services that helps organizations improve everythingthat impacts the customer experience. From interactions in contactcenters and branch offices to the underlying back-office processesfor service delivery, Impact 360 can provide unprecedented visibilityinto performance, operations, and customer intelligence acrossyour organization, helping you: Capture and analyze customer interactions. Improve workforce performance. Uncover business trends and competitive advantages. Discover the root cause of customer and employee behavior. Make better decisions faster. C onnect your customer care operations more tightly with therest of your enterprise. Enhance customer service across your organization. Impact 360 extracts critical information from customer interactionsto optimize workforce performance, giving you insight into thecustomer experience that might otherwise be difficult — if notimpossible — to obtain. Then, it provides analytics to help transformraw data into actionable information. With this Real Time at theRight Time intelligence, you not only know what’s happening,you know why, allowing you to make better decisions faster.Transform customer serviceinto a strategic enterprise asset

Get the Most fromYour People, Processes,and TechnologyNow You Can: G ain unprecedented visibilityinto customer service processes,workforce performance, andcustomer intelligence. M ake better, faster decisions thatimpact enterprise revenue, costs,compliance, customer loyalty, andcompetitive advantage. B enefit from the industry’s mostunified, mature workforce optimizationplatform, with unmatched depthof functionality, simplified systemadministration and maintenance,real-time enterprise collaboration,intuitive interfaces and navigation,and reduced total cost of ownership. A chieve further return on investmentthrough expert consulting services.As the industry’s first 5th generation workforce optimizationsolution, Impact 360 unifies critical customer service functionsacross the enterprise, including: Quality monitoring IP, TDM, and screen recording Workforce management V oice of the customer analytics (speech, text, and customer survey analytics,along with custom adapters featuring APIs to third-party solutions) Desktop and process analytics Performance management eLearning CoachingBecause this functionality works together, you can obtain greater insight into workforceperformance, customer interactions, customer service processes, and customer loyaltythan you might from different systems and applications. The result is a closed-loopsystem for continuous, enterprise performance improvement that can enable you to: Capture customer interactions in their entirety, selectively, on demand, or randomly. M ine and analyze data from customer interactions and social media to understandsentiments, trends, and root causes. Establish realistic forecasts and performance goals. Schedule and deploy the right number of staff with the appropriate skills at the right time. C ollect customer feedback from multiple communications channels to understand driversof satisfaction, identify improvement areas, and gauge customer loyalty in real time. Measure performance to identify execution issues and excellence. M ake decisions that can improve service delivery, efficiency, products, processes,and profits. Drive improvement by delivering targeted training or re-engineering processes. R efine your forecasts and performance goals based on key performance indicators (KPIs)and other valuable data you’ve collected.

The 5th Generation Impact 360 Workforce Optimization SuiteAs the market’s first 5th generation workforce optimization solution, Impact 360is the most mature, unified portfolio of solutions available for analyzing and optimizingworkforce, customer service, and enterprise performance. Functionality includes:Voice of the Customer AnalyticsQuality MonitoringAnalyzes customer communications and related data in a varietyof channels (phone, text/Web/social media, and customer surveys)to provide insight proactively into customer behavior, marketopportunities, process issues, and trends. Suggests root causesof specific performance trends.Provides audio and screen recording to help increase operationaleffectiveness, reduce liability, and improve the customer experience.Combines agent evaluation and reporting capabilities with optionalspeech, text, and data analytics to improve performance and delivermaximum business impact.Desktop and Process AnalyticsPerformance ManagementPromotes compliance with data privacy regulations by enablingselective capture of interactions. Provides visibility into employeedesktop activities to show patterns in workflow and computer usage.Provides role-appropriate scorecards and an extensive set ofpredefined KPIs — along with the ability to create customized KPIs— to help employees see how they’re performing against their goals.Workforce Management and Strategic PlanningeLearningAutomates and simplifies forecasting and scheduling whileproviding performance management and eLearning capabilities.Helps organizations reduce costs by staffing appropriatelyto meet workload. Shows tradeoffs among costs, service levels,revenue, and staffing through “what if” scenarios.Automates and simplifies training by making lessons available onthe desktop and delivering them at the most opportune time. Helpsorganizations consistently build employee skills and awareness ofnew regulations, processes, products, and programs.CoachingIP, TDM, and Screen RecordingCaptures, indexes, and retrieves interactions between customersand agents. Security options help users achieve compliancewith Payment Card Industry Data Security Standards (PCI DSS).Provides out-of-the-box workflow for scheduling, delivering, andtracking coaching that’s integrated with individual quality monitoringevaluation scores and KPIs. Helps organizations provide employeeswith better guidance on how to develop and enhance their skills.

Impact 360 in ActionImpact 360 provides valuable solutions for specific functions,such as quality monitoring, full-time recording, and workforcemanagement, but delivers even greater value when deployedas a suite. It can make information that’s typically collected indifferent functional areas of your business available at the clickof a button, helping you predict, perform, analyze, and actto meet the changing requirements of your business:ForecastingPredictAlign resources across your enterprise with projected customer demand and corporate objectives, and create“what if” scenarios to determine tradeoffs among costs, service levels, revenue, and staffing.SchedulingAutomatically factor the skills and proficiency levels of each employee into schedules that can be adjusted quickly.AdherencePerformTrack how closely staff adhere to their schedules and drill to captured and live interactions to see what’scausing adherence problems.Quality Monitoring and RecordingCapture interactions based on rules you define, then review them easily or forward them to others. Optional AES-256encryption enables you to protect data when it’s recorded, in transit, and archived, helping you comply with PCI DSS.Performance ManagementUse predefined or customized KPIs displayed in role-appropriate scorecards to track and analyze performance.Want more insight? Just drill to adherence screens and recorded interactions directly from the scorecard.Voice of the Customer AnalyticsAnalyzeAnalyze customer communications and related data from multiple channels (including phone, text/socialmedia, and customer feedback surveys) to gain insight into processes and products, customer behavior,issues, trends, and more.Desktop and Process AnalyticsAddress data privacy requirements while capturing employee desktop activity and workflow across differentsystems, applications, and processes.CoachingSchedule, deliver, and track coaching using an automatic workflow that’s integrated with scorecards and training.ActeLearningAssign and deliver training on demand or automatically based on scorecard results right on the desktop or workstation.ReportingRefine your customer care strategies and processes, then predict the resources you need.

Impact 360 Delivers Real-world Solutions with Real Business ValueAround the globe and across a range of industries, Impact 360 helps contact centers of all sizes,multi-site centers, virtual centers, branch offices, back-office operations, and outsourcedor offshore operations meet a range of business challenges. For example:Productivity EnhancementQuality Assurance and ComplianceA global vision services provider used insight delivered byA large bank in North America uses Impact 360 to enhanceImpact 360 to enhance customer service and reduce call handlequality, training, and compliance in its contact center. The banktimes while saving 3 million in the first year alone.sends best-practices examples from its recorded interactionsalong with information on new products, regulations, and policiesCustomer RetentionA large financial services organization implemented Impact 360directly to the agent desktop, helping it meet requirements forcompliance and ISO-9000 certification.to help spot potential customer defections — and saved nearly600 accounts worth about 1.7 million in revenue just in thePerformance Enhancementfirst three months.A provider of travel and road services uses Impact 360 to improveoperational effectiveness. Using captured customer interactions,Cost ReductionA provider of customer service support for semi-custom printedmaterials and engraved products implemented Impact 360 andthe organization identified issues that impact performance in itscontact centers and determined why they occur, enabling it totake action promptly while delivering a better customer experience.improved its service levels by nearly 10 percent while reducingits cost per monitored call by more than 60 percent.Competitive AdvantageA global provider of outsourced IT services uses Impact 360Revenue GenerationOne of the largest insurance groups in the world uses Impact 360to capture transactions and more effectively manage staffingand workload in its direct sales contact center. By better aligningto schedule, monitor, and train employees at service desks incountries around the world. The cost savings provided by thesolution can be passed on to the provider’s clients, helping itcompete more effectively in a highly competitive industry.agents with workload and optimizing agent time, the organizationincreased its sales leads and grew revenue significantly.Customer SatisfactionOne of the largest providers of banking and financial servicesMarketing Analysisin the UK uses Impact 360 in its finance division to help driveA large North American communications and media company is usingcustomer service and first-call resolution in its contact centers.Impact 360 to discover what drives calls into its contact center. WithThese solutions enable the division to perform root-causethis insight, the company can predict customer behavior patternsanalysis to understand call drivers, streamline call routing, andand has identified opportunities to improve its strategy, products andimprove quality, helping the division achieve the highest customerservices, along with up to 180 million in projected savings.satisfaction scores within the bank.