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Office Depot selects Sabio for major pan-European contact centre WFO project

Posted on Jan 26 2011
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 The global supplier of office products and services is successfully implementing the next-generation Impact 360® Workforce Optimisation suite from Verint Witness Actionable Solutions®. Sabio secured the contract and, as a Verint Premier partner, will deploy and support the Impact 360 solution in Office Depot's contact centres across the UK, Ireland, and the DACH/Benelux region. Office Depot selected the Verint solution to engage in a multi-phased, multi-country rollout of the unified, analytics-driven workforce optimisation (WFO) suite.

"At Office Depot, we're committed to providing the highest standards of customer service and dedicated to optimising performance across our European contact centre network by deploying best practice solutions and processes," comments Alexander Jaross, senior manager, Customer Service and Teleaccount Management Europe 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 optimisation approach across all the different components. Additionally, our decision to choose Sabio as our implementation partner reflects the company's strong reputation in the industry and its proven ability to deliver comprehensive workforce optimisation projects for many of Europe's largest organisations."
"In addition to the efficiencies we're targeting from workforce optimisation 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 UK and Ireland, as we're convinced that the ability to capture real-time actionable intelligence from calls can give us real competitive differentiation."
"In choosing Impact 360 to help optimise its contact centre 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 Optimisation, Michael Andrews. "At Sabio we've built a track record of success in helping major organisations realise their workforce optimisation goals, and are pleased to be working alongside the team at Office Depot as we deploy Impact 360 across its virtualised European contact centre infrastructure."
Adds David Parcell, managing director, EMEA Verint Systems: "We're delighted that an industry leader such as Office Depot has selected Verint as its workforce optimisation technology partner. Given the breadth of Office Depot's pan-European customer contact operation, it was important for the company to have a workforce optimisation approach that could be configured to meet specific demands for different European countries. Impact 360 allows organisations 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 centre operations, including all the value that comes from a unified workforce optimisation solution, such as the ability to increase quality of service through fewer resources and at a lower cost."
Verints Impact 360 Workforce Optimisation suite will be implemented as part of Office Depot's broader pan-European approach that combines a Cisco IP infrastructure with enterprise class on-demand contact centre software from Transera and a multi-media tool from RightNow to create a fully virtualised contact centre technology platform for the company's European operations.
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