Verint® Systems Inc. (NASDAQ: VRNT) today announced that GoDaddy.com, the world's largest domain name registrar and top Web hosting provider, has implemented the next-generation Impact 360® Workforce Management™ solution from Verint Witness Actionable Solutions®.
Following its June 2010 deployment across four Go Daddy contact center sites, the company is benefiting from Verint’s robust, workforce management (WFM) solution comprised of automated forecasting, scheduling, strategic planning, adherence, shift bidding, time off management, scorecard and learning functionality.
With Go Daddy’s expanding global customer base of 8.6 million and total domains under management sitting at more than 44 million, the company selected Verint’s Impact 360 Workforce Management solution to further its reputation for being a customer service leader. With Impact 360, Go Daddy is boosting the efficiency and effectiveness of its existing agent workforce, automating capacity planning and forecasting and scheduling, improving adherence management and enhancing its staff training—all while keeping operating costs in check.
“Go Daddy handles more than one million calls each month, so it's essential for us to be staffed appropriately 24/7," says Go Daddy Customer Care Vice President Miguel Lopez. “By using Impact 360 Workforce Management, we can make necessary changes quickly to keep our world-class service up to our standards. Verint also makes it possible for us to forecast the right staffing based on Go Daddy's tremendous growth.”
Impact 360 allows Go Daddy to realize a host of efficiencies by staffing appropriately to meet workload; improve service and contract resolution by scheduling the right agents with the most appropriate skills at the best time; and improve employee effectiveness and retention via advanced scorecards. eLearning and self-service training options also help to build proficiencies, counter skills gaps, and stay attune to company and industry updates easily and directly—all via the agent desktop.
“Organizations like Go Daddy are finding that multiple sites, expanded media options, staff proficiencies and preferences, along with customer expectations, have made contact center operations more complex than ever to manage,” comments Steve Weller, senior vice president, Americas, Verint Witness Actionable Solutions. “We are pleased that Go Daddy selected Impact 360 to simplify, automate and fine tune these processes, save time and enhance the customer experience.”
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