Impact 360 Cited by Industry Analysts as the “Gold Standard” Solution for the WFO Market.
Customer VSP Vision Care Earns “Service Elite” Award for Deployment and ROI of Verint Technology.
Marking the company’s fourth consecutive year winning this top WFO honor, CRM’s editors stated that “there is no doubt among analysts that Verint Witness Actionable Solutions® is the clear leader in WFO” as shown through its leading scores across all three evaluation criteria.
In addition, Verint customer VSP Vision Care, the nation’s largest not-for-profit vision benefits and services provider, earned the publication’s “Service Elite” award for its implementation of Verint’s Impact 360® Workforce Optimization™ suite. Designed to recognize excellence in the year’s top deployments, VSP was one of only four organizations to receive this distinct honor for what CRM cited as “stellar success and rock-solid ROI using CRM processes and technology” through both hard and soft ROI results.
Verint Tops Leader Board in Customer Satisfaction, Product Functionality and Company Direction
The CRM Service Awards, as announced in the March 2011 issue of CRM magazine, rate the top four vendors in seven categories based on a composite score across three core areas: reputation for customer satisfaction, depth of product functionality and company direction. For the fourth consecutive year, Verint has been named to the top WFO position, and in 2011, it again has outscored each of its contenders across all three evaluation categories.
According to the CRM editorial team, “The company’s Impact 360 solution is seen by analysts as the gold standard by which all other WFO solutions are evaluated.” The company’s high marks, according to the analyst community, are grounded in its product leadership and vision, advancements in analytics, ease of use, and reputation for innovation and customer care.
Ian Jacobs, senior analyst of customer interaction technologies at Ovum, notes that “Verint is the pinnacle of the WFO market…They are the most well-situated of all the vendors.”
Paul Stockford, chief analyst for Saddletree Research, adds, “On the WFO side, nobody can touch Verint. They are an established leader with a clear vision for the future and the proven ability to execute on that vision.”
Looking at the WFO market at large, the publication pointed to growing demand for more sophisticated and real-time analysis, as well as a rise in the traction of WFO software suites not just in the contact center itself, but beyond into other areas of the enterprise.
Impact 360 Helps VSP Achieve Service Improvements and Cost Savings
In addition its analysis of vendors serving the WFO market, each year CRM magazine also examines how the technology is used as a strategic tool in customer environments. After evaluating use cases from what it calls “an industry that abounds with outstanding service deployments, ” the publication narrowed in on four distinct winners to represent its “Service Elite” for 2011. Among those to receive the honor was Rancho Cordova, California-based VSP Vision Care, the nation’s largest not-for-profit vision benefits and services provider, with more than 56 million members and 27,000 doctors.
Factors that resulted in this distinction for the company surround the clear and quantitative benefits it has achieved following its Verint Impact 360 Workforce Optimization implementation. From supporting its corporate “One Voice” focus and its “Be the Best” customer care initiative, Impact 360 has helped VSP improve knowledge flow and information sharing company-wide, enhance customer service with a unified view of customer histories across channels and sources, and gain a host of efficiencies that have resulted in cost avoidance savings. Among these are documented savings that amount to more than $3 million in savings, which were achieved by enhancing contact center call handling times, agent availability and shift scheduling. According to VSP, improved first contact resolution generated an additional cost-avoidance savings of approximately $900,000.
“Maintaining high levels of customer service is of utmost priority for VSP Vision Care, ” says Dan Salter, director of customer care operations at VSP. “As we reevaluated our customer care processes, procedures, staffing management and technology, our organization partnered with Verint because we knew the Impact 360 Workforce Optimization suite would help us complete our overall mission to bring forth the best across our systems, service, people and the value VSP delivers. The results speak for themselves, with improved service levels, enhanced employee productivity and performance, and ROI exceeding $3 million dollars.”
“To have both Verint and VSP Vision Care honored in CRM’s Service Awards program this year is a tremendous honor, ” adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “It reflects what the market and especially our customers think about our vision and continued market innovation, as well as our ongoing commitment to their success—as reflected through the highest customer satisfaction scores.”
About CRM Magazine and the 2011 CRM Service Awards
CRM magazine is the publication of record covering the field of customer relationship management. Featuring a unique blend of strategic business information, case studies and in-depth analysis, it targets five main categories of readers—all important at different stages of a CRM program’s life cycle: executive management; sales, marketing and customer service management; and IT management. CRM is part of New York-based CRM Media, a division of Information Today, Inc.
CRM’s 12th Annual CRM Service Awards honor the vendors, consultants and end-user companies focused on high-quality customer experiences through the sophisticated integration of people, processes and technologies. Recipients of the 2011 Service Awards were determined through an extensive process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments and scores reflecting customer satisfaction. Each leader was graded on three criteria—customer satisfaction, depth of functionality and company direction.
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, text 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, 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 October 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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