Verint® Systems, Inc. today announced that American Home Mortgage Servicing Inc. (AHMSI)—the 13th largest mortgage servicer in the country—is implementing its fifth-generation Impact 360® Quality Monitoring™ software across the company’s Coppell, Texas and Jacksonville, Florida customer service centers. The Verint solution will provide AHMSI access to a host of complementary capabilities, including advanced QM, speech analytics, desktop analytics, scorecards, lesson management and coaching to help ensure continuously high levels of customer service.
Making the decision to broaden its current Verint solution set in September 2011, AHMSI will benefit from the ability to assess how well agents interact with customers and how effectively its processes and technologies support them. This begins with tracking and analyzing employee performance through role-appropriate scorecards using pre-defined key performance indicators (KPIs). Offering a view into employee desktop activities across different systems and applications through desktop analytics, the Verint solution can help improve efficiency, reduce costs and liability, and enhance the customer experience.
AHMSI also plans to take advantage of Impact 360’s built-in coaching functionality, which is integrated with individual quality monitoring evaluation scores and KPIs. By tying coaching together with performance scorecards and training, and making this information available right on the desktop, companies like AHMSI can provide employees with better guidance on how to develop and enhance their customer service skills. This, in combination with turning customer interaction recordings into eLearning content, helps drive best practices across customer service operations. With the addition of Impact 360 Speech Analytics™, AHMSI can further categorize and analyze call content to help reveal the root causes of customer perceptions and call volumes, identify opportunities and competitive insight, and surface trends that might otherwise go undetected.
“As a current user of Verint’s software, we know the technology is proven and is a major tool in our commitment to continually seek improvement and better ways to serve our customers,” says Jeff Waite, senior vice president, call center operations, AHMSI. “Verint’s Impact 360 software helps us review, analyze and improve the customer experience, and we look forward to attaining even greater value from the advanced capabilities it offers.”
About American Home Mortgage Servicing, Inc.
American Home Mortgage Servicing Inc. is the 13th largest mortgage servicer in the country managing nearly $71 billion in loan servicing, representing approximately 374,000 customers. Since its inception in April 2008, AHMSI has modified over 195,000 mortgage loans, including over 32,000 under the U.S. government’s Making Home Affordable Program. AHMSI’s more than 3,000 associates work each day with the mission of helping families preserve their dream of home ownership.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems, Inc.
Verint® (verint.com) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2011 and our Annual Report on Form 10-K for the fiscal year ended January 31, 2012, when filed, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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