• BMO Recognized for “Enriching Interactions” with Verint Analytics;
• Garmin Awarded “Highly Commendable” Honor.
Garmin was also recognized, receiving the “Highly Commendable” distinction in the same category. The awards were announced at the Verint Engage™ 2016 Global Customer Conference that took place last week at the Hilton Chicago.
Winner: BMO Bank of Montreal
The “Enriching Interactions” honor was presented to BMO’s Gigi Gonyea, senior manager, voice of the customer, and Kelly Carver, manager, customer experience analytics. Both were recognized as power users behind the organization’s implementation of Verint Speech Analytics™. BMO (bmo.com) has leveraged the solution to create a Customer Experience Analytics team that has become a trusted source of insights for customer and agent experience across five contact centers in North America. In fact, the data collected in these centers yields intelligence that the organization uses to identify and respond to high volume, low value calls and to quickly surface and act upon the call drivers that yield longer handle times and frustration.
BMO leverages speech analytics to create substantive categories, identify call drivers, and develop mitigation tactics to proactively address them effectively across the organization. In one example, the organization took corrective action that resulted in a reduction of 3,000 calls per month. BMO also identified the top five drivers of repeat calls, developing training materials, employee communications and manager coaching to address the root causes.
Highly Commendable: Garmin
Garmin’s IT Web Application Manager Shari Barr and Product Support Manager Meggan True were honored with the “Highly Commendable” distinction for their work creating a unified customer experience vision. Garmin looked to Verint Engagement Management™ and Workforce Optimization™ solutions to help address differences in customer expectations across countries, such as varying contact center staffing levels, time zones and language requirements.
Under the leadership of Barr and True, the organization leveraged voice of the customer post-contact surveys, call recording/quality management and agent scorecards to support its global customer engagement management efforts, as well as to provide meaningful feedback, proper training and impactful recognition of its contact center agents. Doing so has resulted in Garmin gaining new levels of visibility into customer call drivers; benefitting from intelligence that has brought valuable insights in its engineering, marketing and operations teams; and reporting increases in both customer and agent satisfaction levels.
“Once again, we would like to congratulate our winners this time in the enriching interactions category,” adds Ryan Hollenbeck, senior vice president, global marketing, Verint. “This is an area where our customers continue to reinforce a commitment to driving high-quality customer experiences, and the critical role it plays to their success in optimizing customer engagement.”
About Engage 2016
The Verint Engage Global Customer Conference is dedicated to exploring the drive toward customer engagement optimization; the critical roles an organization’s contact center, branch and back-office operations departments play in shaping the customer experience; the opportunities and challenges the industry holds; and key trends and practices for achieving business goals and competitive advantage.
About Verint Systems, Inc.
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries including over 80 percent of the Fortune 100 count on intelligence from Verint solutions to make more informed, effective and timely decisions.
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, uncertainties and assumptions, 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, 2016, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2016, 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, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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