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VA Technical Reference Model v 21.11

Impact 360 Desktop and Process Analytics for Contact Centers
Impact 360 Desktop and Process Analytics for Contact Centers Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website: Go to site
Description: Impact 360 Desktop and Process Analytics for Contact Centers tracks applications and screens used by agents who interact with customers. This software allows for identifying knowledge gaps and helps improve customer experience. By tracking customer service operations, contact centers can improve efficiency by identifying and preventing system behaviors that do not comply with identified best practices, detect/correct flawed practices, and detect training needs based on misuse of applications.

Note: Verint develops this technology, however this technology is also sold to Avaya to be re-packaged as Avaya Work Force Optimization. These two products operate independent of each other.

Please note that there is not a specific website for this software.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.7
Decision Date: 07/15/2020
Introduced By: TRM Request
Vendor Name: Verint
- The information contained on this page is accurate as of the Decision Date (07/15/2020).