Summary
This document is a technical report detailing Verint Operations Productivity, a cloud-based solution designed to enhance operational visibility and control for organizations utilizing business process outsourcers (BPOs). It outlines the challenges faced by companies in tracking transaction throughput, handle times, and service-level agreements (SLAs) when outsourcing work. The report explains how Verint Operations Productivity serves as a central platform for monitoring work processed at BPOs, converting data into measurable metrics to provide comprehensive insights into work status and performance. It details the capabilities of the solution, including capturing key metrics for accurate demand forecasting and turnaround times, and emphasizes the importance of automated reporting for maintaining SLA compliance. The document also highlights the benefits for BPO employees, clients, and end customers, illustrating how the solution improves communication and operational efficiency across the client-BPO partnership.
