WOWOW Communications, Inc., an affiliated company of satellite broadcaster WOWOW, operates distributed contact centers across Japan in support of its growing customer service businesses. When they wanted to expand their business, WOWOW needed to create the infrastructure to support the expansion by adding to its breadth of services in contact center operations.

To support and advance its focus on world-class service, WOWOW Communications selected and implemented Impact 360 Quality Monitoring and Impact 360 Workforce Management from Verint Systems Inc. and its Verint® Witness Actionable Solutions® business line. Following its migration to an Avaya IP network, it deployed the Impact 360 solutions across its large-scale contact centers located in Okinawa, Sapporo, Tokyo and Yokohama. Together, these centers employ more than 1,500 customer service representatives.

--Enhanced service quality
--Calibrated staff evaluation process and increased quality scores
--Heightened forecasting and scheduling accuracy, leading to better service
--Enabled staff resource sharing across multiple contact center locations
--Supported staff development and training

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