Verint® Systems, Inc. today announced that a leading provider of industrial products and supplies is deploying its Impact 360® Workforce Optimization™ solution as part of an initiative to enhance the customer experience, evolve its voice of the customer focus and further advance service operations efficiencies.
The U.S.-based organization sought to leverage the voice of its customers to drive operational excellence through a more targeted approach to quality and performance. To fulfill this need, it is deploying Impact 360 functions such as quality monitoring, speech analytics, workforce management and advanced performance management scorecards. Since investing in the solution in April 2012, it has continued to transform its customer service approach.
"Organizations around the globe rely on Verint’s market-leading, customer-centric workforce optimization solutions to help align their business processes around their customers’ wants and needs,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “With a focus on incorporating the voice of the customer into operational changes, this supplier is enhancing customer satisfaction and loyalty, reducing operating costs, and simultaneously identifying competitive advantages to improve performance and customer satisfaction across its business.”
Verint’s Impact 360 Workforce Optimization will help the supplier identify opportunities and uncover business trends across its operations. By determining the root cause of calls, the organization can capture insight and perspective into customer and employee behaviors and preferences, enabling it to enhance service and processes across the enterprise. Incorporating performance management functionality will bring in the performance and productivity of employees, teams and functions, while speech analytics will help categorize call content, as well as focus quality programs, by automatically analyzing customer sentiment, call drivers and rising trends so prompt action can be taken to better serve customers, respond to market opportunities and proactively address business issues. Using forecasting and scheduling, the organization can continue to align staffing with customer demand, helping ensure the right people are available at the right time.
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
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, 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, 2013 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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