" WE MADE THE DECISION TO MOVE TO THE CLOUD FOR TE- LEPHONY AND WFM AS PART OF OUR OVERALL STRATEGIC PLANS AND TO BETTER ALIGN WITH THE BUSINESS NEEDS ."
--ROBIN GOMEZ
WHY GO TO THE CLOUD ?
A : We made the decision to move to the cloud for telephony and WFM as part of our overall strategic plans and to better align with the business needs . Most of our tech stack had already been migrated to the cloud , and the business dynamics of our support structure were continuing to change into a more remote first agent model .
Flexibility , scalability , and the seasonality of our business are the key reasons why the cloud works for us .
The cloud also enables us to be more agile ( no more software upgrades ) and fiscally responsible because there is overpaying for [ software ] licenses , and it can scale and [ we ] pay for only what is needed as demand fluctuates . This is better for the business , and for our customers as well , as we can pass along these cost benefits to its clients .
WHAT WERE YOUR GOALS ?
A : To make a transition to the cloud on the current version of Verint , take advantage of remaining current with ongoing release updates , make the migration timely , and within budget and meeting the needs of the business .
WHY VERINT FOR WFM ? DID YOU ALSO UPGRADE VERINT AT THE SAME TIME AND IF SO , WHY ?
AT A GLANCE
Number of agents : Approximately 1,300 year-round , scaling up to over 2,000 for peak holiday season .
Contact volume : Approximately 8 million contacts .
Inbound / outbound split : 100 % inbound : outbound contacts for follow up support .
Inbound channel split : 51 % phone , 22 % chat , 26 % email , remainder SMS / messaging and social .
On-premise / home office split : 100 % remote in the U . S .; BPO partnerships in Belize and the Philippines .
Key technologies used : Amazon Connect , CallMiner , Pega , Saba , Salesforce Service Cloud , Sisense , Verint , Zappix .
Awards and recognition : Several awards , three from NICE ( Business Impact and Customer Experience ), three from Calabrio ( conversational analytics applications ), and one from Salesforce / Fortune Partners ( Top Service Leaders Award ).
A : We had moved to Verint for WFM in 2017 : four years prior to making the decision to go to the cloud . We made a change to Verint due to its WFM , notably its schedule adherence management capabilities . Also , for its ability to support complex labor groups in our business that had consistently challenged us with planning in a shared agent pool with varying channels and SLAs ( service level agreements ).
With the move to the cloud , we would automatically get the latest version of Verint and be enabled to leverage the latest features and updates . We could push out the new Verint agent mobile app , implement a formal schedule adherence program , utilize the enhanced shift bidding process , and improve the overall workflows for the WFM team .
" WE MADE THE DECISION TO MOVE TO THE CLOUD FOR TE- LEPHONY AND WFM AS PART OF OUR OVERALL STRATEGIC PLANS AND TO BETTER ALIGN WITH THE BUSINESS NEEDS ."
--ROBIN GOMEZ
OUTLINE THE IMPLEMENTATIONS , BOTH THE PLATFORM TO THE CLOUD AND LIFTING VERINT TO IT . HOW LONG DID IT TAKE ?
A : We began it in late Q1 2022 and completed it in late Q3 2022 for Verint cloud WFM . We were also simultaneously migrating our telephony system from the on-premise solution to Amazon Connect .
We had to work on both projects in parallel to ensure an effective implementation that agents and our leadership teams could adopt : without causing significant disruption to the business as we were heading into our critical peak holiday season in Q4 2022 .
Alongside the WFM we also use a cloud-based virtual agent workspace environment to deliver the agent desktop . While there was not a lot of integration entailed into the WFM , we did need to configure , test , and deploy the new URLs from that application into our virtual workspace .
We have strong partners to help us ensure local compliance along with a tight relationship with our training team and day-to-day operations . We operate 24 / 7 and use our agents as needed to support our various brands .
“ Our clients have been recognized in the Newsweek America ’ s Best Customer Service Awards over the past several years 30 CONTACT ,” says Robin CENTER . PIPELINE