MELVILLE, N.Y. and CHICAGO, July 6, 2016 — Verint® Systems Inc. (Nasdaq: VRNT) today announced New York Life has been named the winner of its 2016 Engage Global Customer Awards Program in the “Improving Processes” category. Express Scripts also was recognized for its achievements with a “Highly Commendable” honor 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: New York Life
Alex Richwagen, corporate vice president, analytics, at New York Life has been recognized for initiating and driving the deployment of a new quality automation program designed to empower employees. Based on internal surveys, New York Life identified that data derived from call monitoring was not providing enough of the feedback it sought to enhance performance. Using Verint Call Recording™ in tandem with Speech Analytics™, the business has addressed this, enhancing its ability to capture, analyze and act on employee feedback, and identify and improve internal processes to support front-line employees in their roles serving customers.
With this program—and by leveraging these solutions and process refinements—Richwagen and his team have increased overall call quality by 25 percent. The program also involved the rollout of new automation functionality that has delivered a tremendous improvement in agent scores, which now exceed 80 percent. In addition, New York Life has reported gains that include a 40 percent increase in quality analyst efficiency and 25 percent rise in manager call monitoring efficiency. With this additional capacity, it has created more time and focus on other key areas. As noted by one New York Life agent, “This system is the golden ticket to providing more analytics and coaching.”
Highly Commendable: Express Scripts
Tina Holman, director, QM Strategic Initiatives at Express Scripts, received the “Highly Commendable” honor for her focus on delivering actionable information that has enabled the business to improve its customer service process design. Leveraging Verint solutions as part of its infrastructure has resulted in Express Scripts identifying and acting on key areas that have improved the customer service experience for members, while delivering more than $3.2 million in savings—a 33 percent increase over 2015.
Holman and her team implemented three major initiatives based on actionable data collected with Verint Customer Analytics™ solutions. These included improvements that enhanced calls with Spanish-speaking patients, an enterprise-wide initiative that streamlined the process for patients out of medication and/or required therapy, and the implementation of self-service tools that made contact centers more effective and efficient by enabling frontline agents to provide and review coverage information with patients.
“Congratulations to the winners of this exciting award,” says Ryan Hollenbeck, senior vice president, global marketing, Verint. “We’re proud to help our customers uncover new ways to improve processes using Verint solutions, and proactively communicating with them throughout the journey to provide their customers a better customer experience.”
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. Learn more by clicking here.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) 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. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
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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