Verint® Systems, Inc. today unveiled several new business solutions designed to help organizations better meet their revenue generation, customer loyalty and cost containment goals across the enterprise. Part of the Impact 360® Workforce Optimization™ suite, Verint Business Impact Solutions™ such as Personalized Guidance™ launched earlier this year now also include Cost-to-Serve™, Call Avoidance™ and Service Recovery™. These solutions, available this month, are designed to help operational leaders improve critical Key Performance Indicators (KPIs) by leveraging Voice of the Customer (VoC) Analytics™ capabilities.
The Verint Cost-to-Serve, Call Avoidance and Service Recovery solutions help address a range of organizational priorities, including operational excellence. Each equips organizational leaders with specific offerings that feature targeted software and services capabilities for addressing business challenges, which can provide high levels of organizational efficiency and rapid ROI.
Armed with these latest Business Impact Solutions, executives can quantify the issues that drive up costs and impact revenue and satisfaction in order to maximize the return on investment in operational and quality optimization initiatives.
Verint’s latest Business Impact Solutions Cost-to-Serve, Call Avoidance and Service Recovery leverage the company’s market-leading VoC Analytics technology to automate call tagging, quantify call drivers and identify coaching opportunities. When these solutions are blended into quality assurance and monitoring processes, they can help replace anecdotal-driven decision making with strategic decisions based on hard data. As a result, organizations can more fully maximize their returns in quality and coaching programs in a simple and cost-effective manner.
The Verint Cost-to-Serve solution is designed to help reduce the cost of providing service to customers without negatively impacting or eroding customer satisfaction by aligning quality initiatives with the voice of the customer. By providing operations managers with an end-to-end view of the drivers of expensive calls, Cost-to-Serve delivers the capabilities needed to trend the impact particular topics have on critical KPIs, surface new areas of concern, shift and better align the focus of coaching initiatives, and quantify the ROI of specific initiatives.
Verint’s Call Avoidance solution is designed to maximize first call resolution, help eliminate self-service failures, and identify new opportunities for self-service by leveraging the automatic discovery of insights collected from calls. Call Avoidance not only provides the capabilities needed to understand the drivers of disproportionate calls to the contact center, it also helps operations managers build the business case to engage the back office to help address external drivers or business partners related to self-service failures.
The Verint Service Recovery solution provides executives with a multi-pronged approach to minimize customer churn by identifying calls where customers are at-risk and interactions where customers require post-call outreach. Service Recovery can help focus agent coaching efforts on how to respond to attrition risks, and help executives leverage existing quality and coaching programs to track “at-risk” issues that contribute to attrition such as poor service, non-performing products and fee dissatisfaction.
Enabled by Verint services, the Verint Business Impact Solutions provide a foundation to help organizations become proactive by automating the identification and quantification of operational performance areas, while prioritizing key items to maximize productivity.
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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