Verint® Systems, Inc. today announced that VSP® Vision Care, the largest not-for-profit vision benefits and services company in the United States, has been named its 2010 “Innovator of the Year.” The honor, designed to recognize workforce optimization (WFO) professionals, focuses on new approaches to today’s customer service operations, and programs and initiatives that advance the customer experience.
Presented with the award during the 14th Annual Verint Witness Actionable Solutions® Driving Innovation™ user conference in May was Dan Salter, director of customer care operations at VSP Vision Care. Salter was recognized for both his leadership and his team’s role in leveraging WFO in support of the organization’s focus on culture, innovation and world-class customer service—and for achieving results that have yielded some $3 million in savings for the company in the first year alone.
With VSP Peak Service—the organization’s focused approach to delivering world-class customer service to its more than 55 million members and over 26,000 doctors—VSP has continued to advance its operations. It was through its “One Voice” focus on technology that VSP first began using Verint’s Impact 360® Workforce Optimization software as an enabling solution to help foster a performance culture grounded in four key areas: systems, service, value and people—the latter for which the company has been cited as one of Fortune magazine’s “100 Best Places to Work.” During the same time, the VSP Customer Case division launched “Be the Best,” a program designed to provide a full review of customer care processes, procedures, human resource management and technology.
Says Laura Costa, Chief Operating Officer, VSP Vision Care, “Delivering world class service to our members and doctor network are vital to VSP’s success and core to our culture. Innovation, teamwork and customer-centric thinking are why Dan Salter, his team and our full customer service operation are making such a visible impact.”
“This recognition is a great honor and reinforces the investment and commitment that has gone into our VSP Peak Service approach to the customer experience. With workforce optimization and speech/data analytics, we’re able to think about our business in new ways. Beyond savings, this approach is yielding impressive results through increased customer satisfaction, deeper insight into customer service representative efficiency and productivity, and enhanced coaching, training and performance.”
VSP leverages Verint’s next-generation Impact 360 Workforce Optimization suite. As it implemented the solution—and in tying back to the One Voice and Be the Best programs—the organization worked closely with Verint to review the policies, processes and procedures in its contact centers. It also worked with Verint’s Business Enablement Program to align organizational, customer and agent objectives, which in turn have enabled VSP to put the technology into use more effectively.
Since implementing Impact 360, VSP has improved its contact center handle times, customer service representative (CSR) availability and shift scheduling—efficiencies that have resulted in multi-million dollar savings in year one alone. VSP also has experienced gains in the way of reduced workforce management administration, enabling it to leverage flexible scheduling for better efficiency. Further, the organization is tracking CSR efficiency and productivity, enabling it to better manage its workforce, while delivering a world-class customer experience with VSP Peak Service.
VSP GlobalSM includes VSP Vision Care, the largest not-for-profit vision benefits and services company in the United States with 55 million members; Marchon® Eyewear Inc., one of the world’s largest manufacturers, designers and distributors of quality fashion and technologically-advanced eyewear and sunwear; Eyefinity®/Officemate® which offer innovative solutions and the premier management software and technology to improve overall practice management and patient experience; VSP Optics Group, industry leaders in new technologies, production processes, service and logistics. Since 1997, VSP has provided more than 580,000 low-income, uninsured children with free eyecare. Through relationships including those with the American Diabetes Association and Prevent Blindness America, VSP promotes the importance of annual eye exams for maintaining eye health and overall wellness.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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 year ended January 31, 2010. 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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