Verint® Systems, Inc. today announced that defacto.call center & dialog, a leading provider of telemarketing and call center services, is using its Impact 360® Speech Analytics solution, a complement to its existing quality monitoring software from Verint Witness Actionable Solutions®. Recognized as an organization that supports new and innovative technologies, defacto.call center & dialog implemented Impact 360 Speech Analytics in November 2009 to help improve its business processes across the enterprise, as well as reduce costs through call avoidance. As a result, the solution has enabled it to further enhance its services, meet client requirements and enhance the customer experience.
“We wanted to gain insight into what was happening across our business and deeper intelligence into all aspects of service operations for the clients we partner with and represent," says Gerald Schreiber, managing partner for defacto.call center & dialog, on the reason why Verint’s Impact 360 Speech Analytics software was the company’s top choice and latest addition to its growing workforce optimization portfolio. “In our view, speech analytics promises a wealth of new knowledge and potential for improvement, opportunities and ways to enhance both our own processes and technologies, and those on behalf of our clients—including how customers respond to their products, services, offerings and campaigns.”
Automating Root Cause Analysis
Using Impact 360 Speech Analytics, defacto.call center & dialog is benefiting from the ability to discover why certain calls—such as complaints or more time consuming interactions—increase or decrease in frequency. The software mines and identifies the common threads and reasons behind increased call volumes, which often include issues unrelated to the contact center—such as incorrect invoicing, sales letters sent to the wrong person/account or those in need of further explanation, or errors on the website.
“Speech analytics alerts us to client and business dynamics that we predefine, as well as those we don’t even know to look for, making it an especially powerful tool. It also is helping us reduce costs by optimizing processes and making other adjustments that have resulted in call avoidance," adds Schreiber. “Customers are more satisfied when their questions are addressed without having to call into a contact center for further clarification.”
Managing Cost Allocation
The Impact 360 solution also enables defacto.call center & dialog to pinpoint the origination or source of calls that drive costs into the contact center. If volume increases due to billing inaccuracies, the organization can take this information, run the numbers and determine the costs related to the inaccuracies. Schreiber explains, "This provides contact center managers with direct evidence to show how much money they have saved the company by optimizing processes and avoiding calls.”
“We’re very pleased that defacto.call center & dialog is further enhancing its services and providing added value to its customers with speech analytics. The ability to pinpoint problems before they escalate, help customers improve their internal processes, and enhance the customer experience represents a strong competitive advantage and makes for an especially powerful business tool,” adds David Parcell, managing director EMEA, Verint Systems.
About defacto.call center & dialog
As a part of the defacto.gruppe group, defacto call center GmbH (defacto-callcenter.de) is a leading service provider for complex call center projects. It stands for hi-tech equipment, efficient processes, elaborate recruitment and highly qualified call center agents. defacto provides call center services to retain customers and deliver customer services via phone and email in 15 languages. Our awards include “TOP JOB 100”—the best employers in Germany—and the “Call Center Forum Quality Award for Employee Orientation” and confirm our dedication to quality, employee satisfaction and development.
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 and our Quarterly Report on Form 10-Q for the quarter ended July 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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