Cloud-based call center software and workforce optimization tool provider inContact says it has extended its partnership with Verint Systems Inc., a provider of enterprise workforce optimization and security intelligence products. Under the agreement, inContact will convert Verint’s workforce optimization suite to the cloud, allowing contact centers to deploy the applications through a pay-as-you-go software model.

Typically, the workforce accounts for more than 70 percent of the expense in any contact center, inContact says, and maximizing agent effectiveness through monitoring, training and scheduling is key to profitability and customer satisfaction.

The new cloud offering, inContact WFO, is designed to enable companies to analyze and improve customer service across the organization, and help contact centers make better decisions about their staff and processes.

The new inContact WFO portfolio will include features such as Quality Monitoring (real-time monitoring, screen capture); Workforce Management (forecasting and scheduling); eLearning (lesson management and scorecards); and Speech Analytics (enabling contact centers to understand the root cause of customer satisfaction issues.)

“WFO [workforce optimization] represents a global market opportunity of more than $1 billion, and delivers powerful competitive advantage for the contact centers that deploy it,” Paul Jarman, inContact CEO, said in a statement. “We believe that our expanded strategic partnership with Verint Systems will enable us to extend the benefits of WFO to companies of all sizes.”

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