Outbound Call Center Featured Article

GoDaddy.com Enhances Call Center Services with Verint

By Anuradha Shukla
TMCnet Contributor

GoDaddy.com has implemented the next-generation Impact 360 Workforce Management solution from Verint Witness Actionable Solutions, a provider of enterprise workforce optimization software and services.

Earlier this year, Verint (News - Alert) implemented its solution across four Go Daddy contact center sites. It has now delivered its robust, workforce management (WFM) solution featuring automated forecasting, scheduling, strategic planning, adherence, shift bidding, time off management, scorecard and learning functionality.

Go Daddy, a large domain name registrar and Web hosting provider, is expanding its global customer base of 8.6 million. The company is standardizing on Verint's Impact 360 Workforce Management solution to further its reputation for being a customer service leader.

The solution has boosted the efficiency and effectiveness of Go Daddy’s existing agent workforce and delivered several benefits including automating capacity planning and forecasting and scheduling, improving adherence management and enhancing its staff training-all while keeping operating costs in check.

“Go Daddy handles more than one million calls each month, so it's essential for us to be staffed appropriately 24/7,” said Go Daddy Customer Care vice president Miguel Lopez. “By using Impact 360 Workforce Management, we can make necessary changes quickly to keep our world-class service up to our standards. Verint also makes it possible for us to forecast the right staffing based on Go Daddy's tremendous growth.”

“Organizations like Go Daddy are finding that multiple sites, expanded media options, staff proficiencies and preferences, along with customer expectations, have made contact center operations more complex than ever to manage,” said Steve Weller, senior vice president, Americas, Verint Witness Actionable Solutions. "We are pleased that Go Daddy selected Impact 360 to simplify, automate and fine-tune these processes, save time and enhance the customer experience."

Read a related article at TMCnet: “Verint Impact Adds Features for PCI (News - Alert) Compliance.”