Verint® Systems, Inc. today announced the winners of its annual “Innovator of the Year” awards program. Recipients from the winning organizations were honored during the company’s 2012 Driving Innovation™ user conference. Designed to provide an in-depth look into best practices, solution updates, success stories and peer networking, this year’s sold-out event explored how to drive operational excellence and maximize technology investments across the contact center and broader enterprise.
In acknowledgement of their proven customer-centric workforce optimization strategies, Verint recognized a select group of individuals for their outstanding performance in driving innovation across contact center and back-office environments, customer analytics, and branch excellence. Among this year’s honorees are representatives from Associated Banc-Corp, TriNet, Savvis and South Carolina Federal Credit Union.
“Innovator of the Year” for Contact Center Excellence
Earning the “Innovator of the Year” award for the contact center category was Associated Banc-Corp’s Wendy Kumm, vice president, customer service. She was recognized for her role in leveraging Verint’s Impact 360® Workforce Optimization™ suite to increase agent efficiency and effectiveness, and to measurably improve customer experiences and retention using Verint’s analytics solutions. Kumm also played a critical role in expanding the implementation of Verint’s technology to other business units across her company for customer and colleague support.
“Innovator of the Year” for Back-Office Excellence
Mark Wise, manager of solutions centers process improvement at TriNet, was named as the “Innovator of the Year” winner for the back-office excellence category. Focused on driving operational excellence, Wise uses Verint’s workforce optimization software to help break down the silos between groups, while also benefitting from improved resource utilization and employee engagement. With its best practices approach, Wise and his team have created a new enterprise standard that directly influences the customer experience by tracking metrics that monitor trends and highlight gaps.
“Innovator of the Year” for Voice of the Customer Analytics
Acknowledged for putting Verint’s Voice of the Customer Analytics™ solutions to work, this year’s honor was presented to Jon Windley, vice president of client advocacy for Savvis, a CenturyLink company. Working with Verint, Savvis has developed a cross-functional, collaborative, customer-focused culture, which is driving customer experience awareness throughout the organization. The company, as a result, has achieved improvements with its quoting, delivery and change management processes. In addition, customer feedback is now easier to capture, understand and act upon.
“Innovator of the Year” for Branch Excellence
Verint’s Branch Excellence Award pays tribute to the professionals that have achieved significant benefits from deploying Verint’s retail financial services solutions. Stephanie W. Ownby, manager of management information services at South Carolina Federal Credit Union, received the 2012 “Innovator of the Year” honor for her role in creating high-quality service experiences for customers by aligning branch staffing with customer traffic in the branches. Using workforce management (WFM) software from Verint’s recent acquisition of GMT™, Ownby works with her team to project future transactional volumes from historical transactional data using the Verint solution to schedule variable workforce teams and training, and to hire new employees based on forecasted needs. The credit union also has leveraged the Verint WFM solution by integrating it with its phone and transactional system to handle front-line staffing needs more efficiently.
“We congratulate all of the winners for being forward-looking advocates of customer-centric workforce optimization, and for finding new and interesting ways to use the voice of the customer to drive operational excellence,” says Nancy Treaster, general manager, strategic operations, Verint Enterprise Intelligence Solutions™.
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, 2012 and our Quarterly Report on Form 10-Q for the quarter ended April 30, 2012, 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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