• January 25, 2011

Office Depot Implementing Enterprise Workforce Optimization Software from Verint

Office Depot, the global supplier of office products and services, is implementing the next-generation Impact 360 Workforce Optimization suite from Verint Witness Actionable Solutions.

Verint’s U.K. partner and specialist contact center systems integrator Sabio secured the pan-European contract, and is deploying and supporting the Impact 360 solution in Office Depot’s contact centers in the United Kingdom, Ireland, and the company’s DACH/Benelux region. Office Depot selected the Verint solution to engage in a multi-phased, multi-country rollout of the unified, analytics-driven workforce optimization (WFO) suite.

“At Office Depot, we’re committed to providing the highest standards of customer service and dedicated to optimizing performance across our European contact center network by deploying best practice solutions and processes,” said Alexander Jaross, senior manager of European customer service and teleaccount management at Office Depot. “Having carefully assessed the different WFO solutions available, it quickly became clear that only Verint and its Impact 360 software could offer a completely integrated workforce optimization approach across all the different components. Additionally, our decision to choose Sabio as our implementation partner reflects its strong reputation in the industry and proven ability to deliver comprehensive workforce optimization projects for many of Europe’s largest organizations.

“In addition to the efficiencies we’re targeting from workforce optimization and a more integrated reporting approach, we’re also deploying such Verint technologies as integrated customer feedback surveys and advanced speech analytics to give us a greater understanding of our customers’ needs,” he continues. “We’re particularly excited about the roll-out of speech analytics in the U.K. and Ireland, as we’re convinced that the ability to capture real-time actionable intelligence from calls can give us real competitive differentiation.”

Adds David Parcell, Verint's managing director of EMEA, “We’re delighted that an industry leader such as Office Depot has selected Verint as its workforce optimization technology partner. Given the breadth of Office Depot’s pan-European customer contact operation, it was important for the company to have a workforce optimization approach that could be configured to meet specific demands for different European countries. Impact 360 allows organizations to access as much next-generation functionality as it requires. We look forward to Office Depot reaping the benefits from deploying Impact 360 in its contact center operations, including all the value that comes from a unified workforce optimization solution—such as the ability to increase quality of service through fewer resources and at a lower cost.”

“In choosing Impact 360 to help optimize its contact center network, Office Depot is targeting benefits such as more effective forecasting and scheduling, comprehensive operational reporting through Impact 360's integrated dashboard, and increased insight and market intelligence with customer feedback surveys and speech analytics,” says Sabio's head of workforce optimization, Michael Andrews. “At Sabio, we’ve built a track record of success in helping major organizations realize their workforce optimization goals, and are pleased to be working alongside the team at Office Depot as we deploy Impact 360 across its virtualized European contact center infrastructure.”

Verint’s Impact 360 Workforce Optimization suite is being implemented as part of Office Depot’s broader pan-European approach that combines a Cisco IP infrastructure with enterprise-class, on-demand contact center software from Transera and a multimedia tool from RightNow to create a fully virtualized contact center technology platform for the company’s European operations.

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