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Entries Tagged ‘desktop and process analytics’

Innovative Prescription Benefit Management Leader Find Its Remedy with Verint

An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards and gained a new understanding of workflow and improved […]

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Organizational Agility Hampered by Data Quality

A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.” But when done right, the use of quality data analytics can […]

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What’s in Store at the Verint Engage Global Customer Conference?

These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference. Our agenda is packed with opportunities to learn from experts, share […]

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Why Is Meeting Service Level Agreements So Challenging?

Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.  One work item can easily cross three to five functional areas, e.g., contact center, account maintenance, order fulfillment, shipping, billing, etc. […]

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Leading Personal Lines Insurer Prioritizes Customer Engagement

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address. Their previous platform was not delivering effective data that company representatives needed, so they chose Verint Workforce Optimization and Customer Analytics solutions—including Verint Call Recording, Verint Quality […]

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The Award for Most Persistent Driver of Change Goes To … (Part 2)

In the previous blog post, I introduced the director of global business process services at a leading enterprise technology company. The director set out on a journey to provide back-office managers with the data they needed to make effective decisions around employee productivity.  Part one covered the first four hurdles she had to overcome. Following […]

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The Award for Most Persistent Driver of Change Goes To … (Part 1)

The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The corporation had been using the Verint Workforce Management (WFM) […]

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Desktop Process Analytics: The Overlooked Overachiever

I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off […]

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Uncover. Analyze. Improve. Automate.

We want our operations to run more smoothly, efficiently and productively. We need insights into how and where we can make changes to help achieve better results. We strive to allocate resources and effort for improved outcomes. How can you tackle these business challenges? I recommend the following strategy: Uncover. Analyze. Improve. Automate. Uncover – […]

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Amplify Your Workforce Optimization Strategy

Have you filled a prescription at a pharmacy or through mail-order recently?  It’s a process that seems simple enough. However, for a leading prescription benefit management (PBM) company that fills almost two billion prescriptions annually, it requires a lot of synergies among people, processes and technology so the process is smooth and efficient. I recently […]

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