Large Telecommunications Company Benefits from Verint Customer Engagement Optimization Software
Telco Enhances Front- and Back-Office Service Quality, Builds Stronger Relationships and Heightens Loyalty
MELVILLE, N.Y., September 8, 2014 — Verint® Systems Inc.(NASDAQ: VRNT) today announced that a large North American telecommunications company is leveraging its customer engagement optimization solutions to gain greater visibility into the effectiveness of its blended customer-facing and back-office operations environments. The software, purchased last year, helps the organization better understand employee efficiency and effectiveness, identify process opportunities to maintain compliance and service-level standards, while also improving the customer experience and loyalty.
Today, the organization uses call recording and PCI (Payment Card Industry) encryption, quality monitoring, speech analytics and coaching across thousands of seats in its customer contact center. It also leverages Verint’s desktop and process analytics and quality monitoring for the back-office operations to help link its underlying processes to its mission of optimizing customer engagement.
Making a considerable investment in its back-office operations, the telecommunications company identified Verint solutions as a means to help improve employee effectiveness, availability and utilization, in addition to optimizing its processes and increasing service quality. Employees receive and process orders from its enterprise customer base, handling a large inventory of standard and highly-customized products and services. With Verint Desktop and Process Analytics™, the company is accessing hidden capacity to help improve processing quality and compliance to external service levels by identifying deviations, streamlining process flow, and providing guidance and monitoring for process adherence.
The organization also moved to a centralized dispatch system for scheduling field technicians. As a result, it required a solution to help assess the effectiveness of onboarding and training related to the new dispatch tool, as well as the adoption of new processes and to identify outliers. Verint Quality Monitoring for Back-Office Operations™ helps automate the capture of employee transaction screens and administrative tasks associated with monitoring, tracking and measuring organizational and employee performance—while also providing visibility into the quality of work performed.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more 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 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 fiscal year ended January 31, 2014 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2014 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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