Office Depot Deploys Next-Generation Impact 360 Solution from Verint to Optimize Performance

Strategic Insights -

Office Depot, the global supplier of office products and services, has selected Verint's next-generation Impact 360 Workforce Optimization suite to support optimized performance across its European contact center network. The multinational company aims to provide the highest standards of customer service and is targeting benefits such as more effective forecasting and scheduling, comprehensive operational reporting, and increased insight and market intelligence with customer feedback surveys and speech analytics.

Key Takeaways:

  • Office Depot will deploy Verint's Impact 360 Workforce Optimization suite across its contact centers in the UK, Ireland, and the DACH/Benelux region.
  • The solution will be implemented by Verint's UK partner, Sabio, which has secured the pan-European contract.
  • Office Depot selected Verint's Impact 360 for its ability to offer a completely integrated workforce optimization approach across all components.
  • The deployment will target benefits such as more effective forecasting and scheduling, comprehensive operational reporting, and increased insight and market intelligence with customer feedback surveys and speech analytics.
  • The solution will be integrated with Office Depot's existing technology infrastructure, including a Cisco IP infrastructure, enterprise-class contact center software from Transera, and a multi-media tool from RightNow.

Statistics:

  • Office Depot operates 1,584 retail stores worldwide and has annual sales of approximately $12.1 billion.
  • The company employs about 41,000 associates around the world.
  • Verint's Impact 360 Workforce Optimization suite is being implemented as part of Office Depot's broader pan-European approach to customer service.
  • The solution will be deployed across Office Depot's contact centers in the UK, Ireland, and the DACH/Benelux region.

Sources:

  • "Verint Systems Inc. Announces Office Depot Deployment of Next-Generation Impact 360 Workforce Optimization Solution." PR Newswire, October 08, 2013.