Contact Center Services Verint Contact Center Services Provider Implementation, Training, Consulting, Project Management & More! Professional Services Onsite WFM or QM Optimization This strategic service will provide best practices for setting up and optimizing the use of your WFM or QM solutions and processes in your environment: • • • Educates on industry trends and implements best practices including calibration, frequency and coaching Improves scheduling, campaigns, calibrations, including intra-day and reforecasting techniques Improves business rules and scorecards made easier! Technical Hardware Audit Enlist our engineers to analyze and report on the status of all your contact center hardware. • Audits on hard drives, voice cards, event viewer errors, etc. Application Health Check Remote review of your current WFO application configurations provides tactical recommendations to improve your operations. Implementation Services FlexAssist for QM or WFM This tactical, over-the-phone consulting service serves as refresher training for all levels and has a flexible structure that best fits your schedule. • • Consists of Q&A sessions around opportunities to increase the efficiency of your WFO suite Addresses new or upcoming business campaigns, goals or issues WFM Success Package Prevents common issues associated with WFM activation in your contact center by allowing Adtech Global to extend consulting before and after the WFM implementation. • • • 8 hours of pre-install consulting 16 hours of post-install consulting approximately 2 weeks after install Use as you desire where personalized WFM or QM assistance is needed Adtech Global has performed thousands of installations worldwide with tenured, global implementation engineers, project managers and technical specialists trained in the complexities of integrating Verint Impact 360: • Project Management • WFO applications, SSO/LDAP and • PCI Encryption • Planning & Design • Server Hardware & Server Deployment • Software Installation, Integration and Configuration • Training & Knowledge Transfer Upgrades Our engineers are trained to upgrade Verint and Avaya customers to the most recent version. Training Adtech Global offers admin and end-user training based on your needs remote or onsite. The ProPACK offers customers a bundle of 6 services to maximize their contact center’s performance and save an average of $10,000 annually. Included in the ProPACK is Application Administration, WFM Optimization, QM Optimization, FlexAssist, and Forecast & Scheduling. 1-888-ADTECH2 www.adtechglobal.com/contact-center-services Contact Center Services Managed Services Anti-Virus Management Our highly effective virus protection service includes monitoring your contact center systems. • Reports of malicious code detected as well as the source of the infection • Outbreak management, clean up, technical information and guidance Adtech Global -Ver int’s Premier Servic e Provider Adtech Global is a uniquely qualified Verint partner, delivering software services with a team of expert engineer s who are Verint tra ined and certified. Global Monitor Service The only Workforce Optimization application specific monitoring service, Global Monitor ensures maximum system uptime and business continuity for your contact center. • Collects key application, hardware, OS and infrastructure metrics • Delivers immediate, actionable alerts to your team based on defined thresholds Cloud-based WFO Adtech Global hosts Verint’s entire WFO suite in the cloud. • Always up-to-date with the latest software release • Revolutionizes your business model to utilize IT resources more efficiently Back Up Services Adtech Global manages this reliable data and Windows Server backup designed for your contact center. • Cloud service • Secure storage in data center with redundancy • Protect more, save more Application Administration WFO application experts will manage changes in personnel and business rules quickly and effectively. • Moves/adds/changes of agents, business rules, extensions, workspaces, security profiles and user roles • Standard report generation 1-888-ADTECH2 Ignite Speech Analytics Program Ignite enables contact centers to discover the power and value of capturing and evaluating customer interactions. • 3-month program with Verint’s Impact 360 Speech Analytics software • Consultation with seasoned Speech Analytics expert • Use findings to drive business decisions and process improvements • No hardware, no licensing, no training Patching & OS Updates Our team keeps your operating system uptodate and secure on a regular basis. • • Remote updates applied during maintenance windows with update notices New updates installed to ensure ongoing compatibility with your WFO suite Forecasting and Scheduling With this managed service, Adtech Global does the forecasting and scheduling for you. • • Creates call volume forecasts based on historic trends Optimal and feasible agent schedules based on your criteria and monthly updates to the schedule www.adtechglobal.com/contact-center-services
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