A Financial Services Company Delivers for Its Customers with Verint IVA

By: Rob Lamoureux

Read how a leading financial services company, providing online banking, card services, and more for many of today’s leading global brands, harnessed the power of Verint Open Platform by starting small and then, over time, building the best CX and contact center ecosystem for its business and customers.

Adding Verint Intelligent Virtual Assistant (IVA) to accelerate its journey to increase CX automation, the organization initially deployed the solution in a single conversation flow. This enabled it to validate POC and ROI potential and, from there, effectively scale to additional digital channels and use cases.

Today, with Verint IVA supporting more than 30 conversation flows, the financial services leader has revolutionized its customer service. Delivering industry-leading AI-powered CX, it now contains 80% of customer interactions, translating to $18 million in annual savings.

Read the customer case study.

 

Robert Lamoureux

Rob Lamoureux is Senior Director, Global Customer Advocacy at Verint with 25+ years of enabling and energizing sales and marketing. He is well versed in orchestrating integrated, multimedia marketing, communications, customer advocacy, and customer success programs that propel brand awareness, accelerate customer demand, retain customer loyalty, and increase sales on a national and global scale. He combines expertise in strategic market planning, organizational leadership, and project management with strong qualifications in campaign program design, new product and service rollout, market launch, and customer experience.

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