• Financial Services Institution Extends Investment in Verint Technology; Impact 360 Solution Further Advances Efficiency, Satisfaction and Service Levels.
• Verint Partner Datatool Provides Technical Expertise and Support, Helping Ensure Customer Success.
As an existing user of Verint’s recording software, this additional investment in workforce management (WFM)—made in March 2011—is being used across China CITIC Bank’s contact center in Beijing. The technology is supporting more than 1,200 employees that serve over nine million customers, with a focus on further advancing center efficiency, optimizing service levels, and enhancing customer experiences and staff satisfaction.
The advanced WFM solution combines the power of forecasting and scheduling with strategic planning, adherence and time off management capabilities—along with a host of performance management and eLearning functionality—all of which are part of Verint’s single, unified Impact 360 software suite.
By automating and simplifying workload forecasts and staff schedules, China CITIC Bank is improving resource alignment based on customer demand and corporate objectives, and benefiting from a robust solution that enables multi-skilled contact center operations to perform long-term planning. The solution also is helping the financial services organization develop “what if” scenarios to determine optimum trade-offs among cost, service level, revenue and staffing.
With performance management included as part of Impact 360 Workforce Management, China CITIC Bank has role-appropriate scorecards and an extensive set of predefined key performance indicators, with the ability to create customized KPIs. With these, employees can quickly see how they’re performing against goals, and management can gain a rapid view into how team and center performance roll up to support customer service and company-wide objectives. When used in combination with eLearning—such as content producer, lesson management, desktop learning libraries and interaction skills courseware—China CITIC Bank is making lessons available right at the agent desktop at the most opportune time, and measuring knowledge acquisition, skill application and development.
“China CITIC Bank is among the many customers in the financial services industry that use our software to maximize workforce efficiency and customer satisfaction,” says Nigel Hewett, senior vice president, APAC, Verint Systems. “Impact 360 has not only enabled the China CITIC Bank contact center to simplify increasingly complex agent management processes, but has also seamlessly integrated with existing technology allowing center managers to remain focused on their business goals of constantly improving the customer experience.”
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market’s first 5th-Generation WFO solution, its unified Impact 360® suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences. Impact 360 Workforce Optimization™—comprised of quality monitoring and recording, voice of the customer analytics (including speech analytics, text analytics and customer feedback surveys), desktop and process analytics, workforce management, performance management, eLearning, coaching and more—serves as a strategic asset across front- and back-office sales and service operations that help shape the customer experience. Used by thousands of organizations around the globe, Verint solutions help improve the entire customer service delivery network, powering decisions Real Time at the Right Time™ to advance service excellence across today’s 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 85 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, 2011 and our Quarterly Report on Form 10-Q for the quarter ended April 30, 2011. 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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