Customer Success Stories
See how Alight modernizes Self-Service with Automation from Verint
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Retail
3M produces more than 50,000 products each year, including Post-it Notes, Scotch Tape, and ACE Bandages. But executives realized that while the company got good grades for creating innovative new products, it wasn’t as effective at connecting with the customer. Learn how Verint Foresee helped 3M improve customer experience.
Financial Services
ABSA Bank, a wholly owned subsidiary of Barclays Africa Group, is one of the largest retail banks in South Africa, with a wide range of financial services products. They use Verint Enterprise Feedback Management to make their customer feedback more manageable across the different products. The feedback is gathered and allows the customer experience & insights team to give valuable details to the different product teams, in order to drive and improve their value proposition and increase customer retention.
Financial Services, Insurance
Admiral Group PLC, one of the UK’s largest car insurance providers, transforms quality of customer engagement with Verint Call Recording, Quality Management, and Speech Analytics – helping it achieve resource savings, identify process differences to challenge average call handling times, increase efficiency, and streamline and accelerate accurate reporting across departments.
Financial Services, Insurance
Aegon is a multinational provider of life insurance, pensions, and asset management and are transforming their back office processes with Verint Workforce Management. They increased their NPS Score by 41 points, reduced overtime spend by 38%, lowered complaints by 22% and cut failure demand by 27%. The Verint Workforce Management provides the company with unprecedented visibility into employee behaviour and work processing, improves employee productivity, and speeds turn-round times and service level compliance.
Business Process Outsourcing
A leading provider of benefits administration and cloud-based HR and financial solutions, Alight Solutions leverages Verint Virtual Assistant, which uses conversational AI and machine learning to create a modern engagement experience, as the backbone of its digital self-service web solution, serving upwards of 20 million people worldwide and delivering capabilities and insights that enable the company to continually enhance the service it delivers to its clients.
Government, Public Sector
The All Partners Access Network (APAN) is an unclassified information sharing service for the U.S. Department of Defense (DOD).
Financial Services, Insurance
Owned by Allianz, one of the world’s largest property and casualty insurers, Allianz Partners, a leading provider of travel insurance, corporate assistance, and concierge services, leveraged Verint Speech Analytics for an objective data-driven means to evaluate associate performance and deliver targeted coaching, providing a novel approach to accent neutralization that increased transcription accuracy and improved customer satisfaction.
Hospitality and Travel
Founded in 1971 and headquartered in Washington, D.C.’s Union Station, Amtrak employs more than 20,000 people, operates over 300 passenger trains on 21,000 miles of track and carries over 30-million passengers per year to destinations in 46 U.S. states, the District of Columbia and three Canadian provinces.
Insurance
Automobile Protection Corporation (APCO), a leading marketer and administrator of extended vehicle warranties, relies on Verint technology to help drive and maintain industry innovation and leadership by supporting customer service excellence. Using Verint Workforce Engagement solutions, the company not only maintained consistent service levels despite a growing workforce and call volume, but improved speed-to-answer times, with 98% of all calls now answered in 30 seconds or less.
Retail
Backcountry.com is always looking to stay abreast of new contact center technologies and approaches to support customer care. Highlighting the company’s excellence in customer care, Backcountry’s contact center operations were recognized with 2019 Honorable Mention honors in Contact Center Week’s Excellence Awards.
Financial Services
Banco Sabadell, one of the largest retail banks in Spain, is using Verint Speech Analytics to help with their digital and commercial transformation to improve business and customer processes within the bank, and to improve their customer service and product offering.
Banking, Financial Services
BayPort Credit Union has been meeting the financial needs of the Tidewater and Hampton Roads, Va., communities since 1928. Throughout the years, BayPort Credit Union has provided financial backing to help members build homes, raise their families and improve their standard of living.
Banking
For more than 170 years, Berkshire Bank has been well-regarded for its entrepreneurial approach and distinctive culture. With $11.6 billion in assets, Berkshire provides business and consumer banking, mortgage, wealth management, investment, and insurance services through its 115 full-service branch offices, including Commerce Bank, a division of Berkshire Bank, in Massachusetts, New York, Connecticut, Vermont, New Jersey, and Pennsylvania. Berkshire Bank was named one of Massachusetts’ Most Charitable Companies in 2017 by the Boston Business Journal.
Healthcare
The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana leverages a next-generation technology foundation, with Verint Workforce Engagement solutions at the core, to extract and understand critical insights from both customers and healthcare professionals, helping it drive process improvements to enhance the customer experience and business outcomes, as well as elevate efficiency across its customer service operations.
Manufacturing and Distribution, Retail
As part of its competitive strategy, BMW continuously challenges itself to offer the best customer experience. This means that the online experience has to live up to the premium-brand expectations of customers. While the main driver behind the knowledge automation was the online experience, BMW set out to identify a single source of knowledge for staff and customers alike, across all its touchpoints.
Government, Public Sector
bpost, also known as the Belgian Post Group, is responsible for the delivery of national and international mail. They are one of the largest civilian employers in Belgium and have deployed Verint Workforce Management to handle their growing call volumes across different sites, languages and topics. Their main objective was to optimize the deployment of their staff across the front and back office, create visibility, improve lead times and create one planning process to drive efficiencies across the organisation.
Business Software and Services
Using Verint Monet Workforce Management, Bullhorn, the global leader in software for the staffing industry, improved schedule adherence to over 96%, more than double its previous benchmark of 40%, and elevated its CSAT score to more than 95.
Banking, Financial Services
C&F Financial Corporation is a bank holding company incorporated in March 1994 under the laws of the Commonwealth of Virginia. The corporation owns Citizens and Farmers Bank (C&F Bank), which is an independent commercial bank chartered under the laws of the Commonwealth of Virginia. C&F Bank originally opened for business under the name Farmers and Mechanics Bank on January 22, 1927, but rebranded to best represent its community and financial portfolio. The bank has five wholly-owned subsidiaries, all incorporated under the laws of the Commonwealth of Virginia, and 25 branches across its region.
Business Process Outsourcing, Insurance
A leader in business process management, Capita uses Verint Work Manager to support thriving customer relationships and make the company a more responsive partner. With the solution, it can track and optimize the end-to-end customer experience, ensuring it consistently delivers better outcomes to its clients and their customers. As a result, Capita fulfills 80% of all customer demands at first point of resolution, reduced average end-to-end processing times from >35 days to 3 days, and increased overall NPS score by 40 points.
Banking, Financial Services
Capitec is the largest retail bank in South Africa, with over 11.5 million clients. The bank’s portfolio of services includes transactional accounts, savings plans, a credit card, loans and funeral insurance. Capitec Bank deployed Verint® Workforce Management™ to simplify and automate its scheduling operation and processes across Capitec’s branch network with over 800 outlets, by providing the bank with an enterprise-wide view of its operation and processes. The solution is helping the bank reduce the risk of overstaffing, overtime, and shrinkage whilst automating routine administrative tasks, identifying time-off opportunities, and providing employees with the schedules they prefer across its extensive branch network.
Financial Services
Using the unified Impact 360 Workforce Optimization suite, CardWorks, the largest privately held credit card servicer in North America, realizes greater efficiencies in its call center while simultaneously improving the level of service it delivers to its clients and their cardholders.
Printing
The world’s largest wedding and social stationery printer, Carlson Craft used Impact 360 Workforce Optimization, including speech analytics, to increase service levels by 20%, reduce handle time by 15 seconds, improve adherence by 15%, and elevate customer loyalty and retention.
Hospitality and Travel
The World’s Most Popular Cruise Line,” carrying 5.4 million passengers annually, Carnival Cruise Line deployed Verint Enterprise Feedback Management – IVR Channel to help it truly measure guest satisfaction. Using Verint IVR Feedback Management, the company conducted post-call surveys to assess quality of service and gain insights for improvement. Achieving a better-than-industry-standard survey participation rate upward of 30%, Carnival improved first contact resolution for fewer repeat calls, while also improving operational efficiency and customer satisfaction.
Business Software and Services
The Chartered Institute of Personnel and Development (CIPD) is the professional body for HR and people development. They are using Verint’s Telligent Community solution to bring together members across the world to learn, debate and connect in open, invite-only and member-only groups, in forums and via the popular CIPD blog. The community now has over 145,000 members across the world, with an average of 11 minutes spent, as well as 1 million visits to the blogs in 2017.
Operating as a Public Charitable Trust, Citizens Energy Group’s vision is to fulfill the promise of the Trust to serve its customers and communities with unparalleled excellence and integrity. Supporting this vision, the company leverages Verint ForeSee to perform multi-channel measurement of customer satisfaction to gain valuable insights that otherwise may have gone undiscovered and drive strategic performance improvement initiatives to elevate the customer experience.
Government, Public Sector, Utilities and Energy
City of Tallahassee Utility Services, one of the top rated public utilities in the U.S., uses Verint Workforce Optimization to help deliver the highest level of customer service, providing more than 200,000 City of Tallahassee customers with a one-stop shop and complete solution to meet their needs.
Financial Services
Comerica, a 168-year-old company and one of the top 25 banks in the U.S., puts improving the consumer banking experience at the heart of all company decisions. Learn how Verint ForeSee helped Comerica improve customer satisfaction.
Banking, Financial Services
Commerce Bank uses an integrated suite of Verint Workforce Engagement solutions within its contact center, including Interaction Recording, Quality Management, and Workforce Management, to elevate both the employee and customer experience. With Verint’s solutions, Commerce Bank has reduced cost per call while optimizing the service it delivers to customers, resulting in a 7% improvement in customer satisfaction.
Comparis is the leading Swiss Internet comparison service (www.comparis.ch), where customers can easily and quickly compare the rates and services of health insurance providers, other insurers, banks, telecommunications providers and more. The company is based in Zurich and uses the Verint Telligent Community solution to provide its 60 million customers with insight, advice and relevant knowledge through the community forum to deliver modern customer engagement.
A leading customer experience (CX) consulting and market research organization headquartered in Pretoria, South Africa, Consulta standardized on Verint Enterprise Feedback Management to proactively and efficiently collect, analyze, and act on multi-channel customer and employee feedback. Using the solution for trusted, real-time insights to support informed decision-making and business transformation, with more than one million email-based surveys conducted every month and up to 8,000 post-call surveys conducted every day, the company is helping its clients optimize customer engagement and CX while also building new revenue streams for its business.
Financial Services, Non-profit
CredAbility, a national leader in non-profit credit counseling, uses Verint recording and quality monitoring and Impact 360 Workforce Management to generate metrics for continuous improvement, optimize the productivity of staff, and deliver a more positive customer experience.
Government, Public Sector
This criminal justice agency is one of the largest probation departments in the world. It provides an extensive range of services and deploys more than 5,000 employees in more than 50 locations throughout its geographic area.
Banking
Headquartered in Atlanta, Georgia, Delta Community Credit Union is one of the state’s largest financial institutions. Founded in 1940, it serves as a not-for profit, state-chartered credit union whose mission is to provide high-quality, fairly-priced financial services to its members.
Financial Services
A leading digital financial services company deployed Verint Operations Visualizer to help it improve back-office productivity and turnaround times. Gaining greater visibility into day-to-day back-office operations from measurable, objective, system-driven performance metrics, the company improved employee productivity by 13% and reduced backlog of transactions year-over-year by 25% to 60%.
Information Technology Services
Technology
A document technology and services leader migrated more than half a million knowledge articles and other documents to the latest version of Verint Knowledge Management, creating a global application for knowledge content spanning 23 languages and approximately 700 products.
Media and Entertainment
This leading media company delivers useful and smart content through a diverse portfolio of broadcast and digital businesses. The online content of its digital footprint brings together business and consumers to help enable the best, most informed decisions.
Utilities and Energy
Founded in 1995 and headquartered in Stroud, England, Ecotricity is the world’s first green evergy company and supplies 100% green electricity and frack-free gas to over 200,000 customers.
Retail
Elkjop, the largest consumer electronics retailer in the Nordics, deployed Verint’s customer engagement management platform to drive deeper loyalty, enhance retail performance and create an agile, multi-channel service experience to adapt to emerging retail trends and cope with surges of customer enquiries. Legacy systems were integrated into one view of the customer, to enable its agents to deliver a personalised service for multiple retail brands. Elkjop has also increased the flexibility of its contact centers, with the ability to monitor and move resources between contact centers and brands quickly and transparently.
Business Process Outsourcing
Entel Contact Center proporciona el mejor servicio BPO (Business Process Outsourcing) para el negocio del cliente, con las mejores prestaciones y estándares en servicio de Contact Center. Este servicio se logra a partir de una gran infraestructura y aplicativos que proporcionan eficiencia y efectividad en los procesos, servicios y productos de nuestros clientes.
Equiniti was established 10 years ago when Advent (a private equity firm) acquired a number of financial service providers and brought them together under the Equiniti Group brand. Floated on the London Stock Exchange in 2015, the group is comprised or more than 40 individual businesses and continues to grow rapidly, with the acquisition of an average of four businesses per year.
Financial Services
A prestigious European wealth management firm, specialising in discretionary asset management and with multiple subsidiaries across the region, is using Verint Verba™ to comply with a strict regulatory framework imposed by both European and local legislation, including MiFID II. The solution enables them to record voice, IM and video across more than 500 endpoints and capture, securely store and retrieve them as and when needed, recording more than 27,000 voice calls and 1,800 instant messages per month.
Banking
First Interstate Bank is an $8.6 billion community banking organization that operates more than 80 bank branches, corporate facilities, and online and mobile banking sites throughout Montana, Wyoming and South Dakota.
Business Process Outsourcing, Financial Services
In an effort to more effectively address fraud and mitigate potential losses, a Fortune 500 BPO, who works with a federal agency on a benefits program that distributes funds via prepaid debit cards to citizens across the U.S., implemented Verint Adaptive Fraud. With the innovative, AI-driven, cloud-based solution, the company uncovered 35% more fraud than it knew existed and has avoided more than $51 million in losses, with estimated savings of $10 million each year the solution has been in place.
Financial Services, Insurance
With an aim to zero in on customer sentiment, this Fortune 500 financial services firm is leveraging Verint Speech Analytics to succeed in its journey to move from a transactional business to a customer-obsessed business. Using the Verint solution to automate the measurement of Customer Sentiment Index and Customer Effort Impact, the organization’s data-driven approach helps quantify customer pain points and guide CX improvement initiatives – resulting in the mitigation of excessive handle time, a reduction in repeat calls, and more.
Insurance
Leveraging a full, integrated suite of workforce engagement and voice of the customer solutions from Verint, one of the largest property and casualty insurers in the U.S. more effectively addresses customer service trends and issues, eliminates roadblocks, and simplifies and automates processes to deliver the best possible customer experience – helping it improve first contact resolution by three percent and reduce call volume by 40 percent.
Financial Services
A Getnet, empresa multinacional do Grupo Santander, atua globalmente como empresa de meios de pagamento, estabelecida no Brasil há mais de 15 anos. Com mais de 1.000 agentes em seu contact center, a Getnet utiliza soluções da Verint de Workforce Optimization, como gravação e monitoria da qualidade para gerenciar mais de 20.000 interações diárias. Para estar à frente da concorrência, a Getnet implementou a Biometria de voz , que ajudou a melhorar a experiência do cliente com redução do tempo de atendimento em 20 a 30%, o que traz a possibilidade de atender melhor as necessidades dos clientes inclusive oferecendo novos produtos.
Electronics
Using Verint Enterprise Feedback Management, a global technology company reduced the time it needed to develop and send a survey from days to less than 30 minutes and lowered time to insight from up to three weeks to near real-time.
Telecommunications
Global telecom operator optimized resource planning and improved response times, quality, and agent productivity with Verint Workforce Optimization, including Speech Analytics.
Healthcare, Non-profit
Canada’s only national not-for-profit health and dental specialist, Green Shield Canada partners with Verint to modernize its contact center operations – from staff scheduling to quality management to knowledge delivery – giving its agents the tools they need to be their best, so they can provide superior service and, in turn, the organization can more effectively grow and invest in health management within the communities it serves.
Financial Services
One of Tampa Bay’s largest credit unions, Grow Financial Federal Credit Union uses Verint Workforce Management to achieve and maintain branch staff scheduling consistency, in turn ensuring optimal staffing to efficiently and effectively meet customer expectations across its network of stores.
Financial Services, Insurance
Guardian Life is a 250-year-old mutual life insurer dedicated to balancing the needs of its customers with the needs of its employees. Guardian Life modernized its back-office operations with Verint Workforce Engagement solutions deployed in the Verint cloud. Guardian gained insight into how customers were feeling, how work was processed, and how employees were performing. This insight enabled them to improve capacity by 10% to 15% and reduce overtime by 30%.
Financial Services
A leading private equity investor, Hg implemented Verint Community to help remedy the limited scope of collaboration afforded by the organization’s everyday forms of communication. Today, Verint’s innovative, game-changing solution is enabling the firm’s members, together with its investment partners and employees, to effectively collaborate, learn, and succeed.
Education
A for-profit higher education company engaged with Verint experts in an Impact 360 Speech Analytics managed services arrangement to help it more effectively come up to speed and fully utilize the software, gaining quantifiable strategic and tactical data to substantiate and address issues and opportunities with regard to the student experience.
Hospitality and Travel, Transportation
A recognized leader in premium cruising for 145 years, Holland America Line uses Verint Workforce Engagement solutions, including call recording, quality management, workforce management, and speech analytics, to simplify and improve everything from its website to its processes to how it coaches agents, helping it achieve significant savings while optimizing the experience it has with its customers.
Utilities and Energy
Part of the retail operations division of a Fortune 500 energy services company, this organization, which offers repair solutions and maintenance plans to homeowners, handles close to one million calls a year, providing 24×7 support to customers owning 1.2 million warranty and leasing contracts.
Business Software and Services, Utilities and Energy
HomeServe is one of the UK’s leading home assistance providers. For more than 20 years it has made its customers’ lives easier by delivering a range of services, including plumbing, drainage, electrics, heating, and more, through a nationwide network of HomeServe approved engineers. The company is using Verint Speech Analytics to analyse reasons for calls, find and address key issues including hold times and repeat calling, and to improve interactions and streamlining the customer journey as a whole. They analysed nearly 2 million customer interactions, reduced hold times by an average of 20 seconds per call, identified drivers of repeat calls to improve processes and reduced overall call levels by 10%.
Healthcare
Healthcare
Humana Inc. is committed to helping its millions of medical and specialty members achieve their best health. Learn how the company has embedded Verint technology, including Call Recording, Quality Management, Workforce Management, Advanced Scorecards, and Speech Analytics, across its front- and back-office operations to support a complete center of excellence model and more effectively drive performance management, enhance customer engagement, and have a more pronounced and positive impact on patients’ lives.
Insurance
IAG New Zealand, with operations in Australia, New Zealand, and up into Asia, including 12 contact centers located across five cities in New Zealand handling sales, service, and claims, leverages Verint Workforce Optimization to better understand operational performance and deliver actionable intelligence to the business for healthier, faster decisions.
Insurance
Australia’s and New Zealand’s largest general insurer, IAG leverages Verint Workforce Engagement technology, integrated with its systems of record, for a consolidated customer engagement platform supporting a frictionless and connected experience across its brands, products, and customer touchpoints. The platform has enabled the insurer to simplify and continue to digitize its business. As a result, IAG has increased customer interactions via digital channels by over 40%, including shifting over 40% of renewals to self-service, in turn trimming call volume by 18% and call handling times by 20%
Utilities and Energy
Verint Speech Analytics and Verint Customer Feedback helped the company strengthen communication channels and enabled the customer service team to be a true partner to the business and dynamically focus on meeting customers’ needs.
Healthcare
Healthcare
A prescription benefit management leader, who fills almost two billion prescriptions annually through mail order, combines the use of Verint Enterprise Workforce Management, Desktop and Process Analytics, and Scorecards to improve visibility into performance, leading to the faster processing of work and savings of $200,000 a month.
Financial Services
An investment management leader lowered idle time by 50% in 90 days, reduced headcount by 15% and overtime by 37%, and increased activity per associate by 9% following its deployment of Verint Back-Office Workforce Engagement
Retail
L’Oréal Paris is the number one total beauty brand in the world that combines the latest technology with the highest in quality for the ultimate in luxury beauty at mass. Its trusted offerings include hair color, cosmetics, hair care and skin care products.
Public Sector
Providing public safety services to close to 700,000 citizens, this public safety agency implemented Verint Workforce Management within its 9-1-1 center to enhance its forecasting capabilities, align its workforce with anticipated workload, and improve its operational management. As a result, it achieved faster and more accurate staff scheduling, realized a measurable decrease in employee overtime, and improved supervisor productivity by automating routine administrative tasks.
Healthcare, Insurance, Non-profit
A large non-profit health insurer utilized key functionality from Verint Enterprise Workforce Management, along with Verint Desktop and Process Analytics and Verint Performance Management, to help optimize its attendance and performance management, increasing capacity by 3.5% or $1.25 million in savings over a 12-month period, improving productivity by 16% or almost 800 hours a week, and eliminating upward of $70,000 of incorrectly paid overtime on an annual basis.
Retail
One of the largest grocery and general merchandising retailers in the world, with two customer service centers staffed by more than 1,200 employees has deployed Verint Engagement Management, including employee desktop, knowledge management, case management, live chat, web self-service, email management, and whitemail management. They have reduced the volume of customer emails received, reduced the average handle time related to the servicing of customer emails, and decreased overall call volume.
Insurance
Deploying Verint Engagement Management, including Verint Web Self-Service, Verint Live Chat, and Verint Email Management, to deliver web-based self-service to meet growing customer demand, a leading multinational insurer based in the Asia Pacific region saved an estimated seven figures from contact deflection over a 12-month period, deflected 40% of high-cost change of address transactions to self-service, and improved email response times by 24 business hours for inquiries to its e-business customer service team.
Healthcare, Insurance
Committed to delivering quality, affordable healthcare with an unparalleled member experience, a leading not-for-profit health plan uses Verint Speech Analytics to help it improve operational efficiency and enhance customer experience. As a result, the health insurer has reduced repeat calls by 3%, in turn significantly lowering overall call volume and average handle time while elevating customer satisfaction.
Insurance
A leading insurer in the U.S., with a financial arm offering life insurance and retirement solutions, used Verint Workforce Optimization with Verint Voice of the Customer Analytics to save more than $1 million by reducing live calls to agents, improve first call resolution by almost 4%, and elevate its industry customer service ranking from the bottom to the top quartile.
Education
A large private education provider, offering undergraduate, graduate, professional development, and other educational programs and services to working adults, increased productivity by 5 to 15% and optimized staffing by 11% in various back-office departments, while maintaining service levels, following its deployment of Verint Desktop and Process Analytics, Enterprise Workforce Management, and Performance Management
Banking, Financial Services
Liberty Bank and Trust was founded in 1972 with a mission to provide innovative, customer-driven products and services to diverse markets, with a particular focus on the African-American community.
Financial Services
The largest banking group in the UK, Lloyds Banking Group turned to Verint to help it make better resourcing and recruiting decisions. Using Verint’s CloudCords Branch
Workforce Management, the company was able to create a more agile workforce with improved employee engagement. As a result, Lloyds improved NPS by 7%, increased cost to income ratio to 46%, and enhanced resource alignment with customer demand by 15%.
Insurance
LV= is a UK based financial services company with more than 5000 employees across the country. The company is using Verint Workforce Optimization to bring the organization together on one consistent, flexible platform, enabling them to reach Customer SAT’s of 86%, some of the highest customer retention in the market, to support continued company growth and a seamless customer and employee experience across a variety of channels.
Financial Services, Utilities and Energy
utilitiesA major UK energy company seeking to improve the customer experience, reduce cost-to-serve, and elevate its rankings within the market implemented Verint Work Manager to help it increase visibility into, monitor, and improve productivity against customer demands and operational efficiency. Resulting in improved workflows in the back office, the company achieved a 30% improvement in productivity, substantially reduced overtime, and enhanced the overall customer experience.
Government, Public Sector
Established in June of 1979, METCAD 9-1-1 is the primary Public Safety Answering Point (PSAP) serving Champaign County, Illinois, which has a population of more than 200,000. With a staff of 30 call takers/dispatchers, two supervisors, three technical resources, and three administrators, METCAD 9-1-1 provides direct dispatch service for law enforcement and fire agencies throughout Champaign County.
Financial Services
Using Verint Strategic Desktop and Process Analytics, MIDFLORIDA Credit Union, the fourth-largest credit union in Florida, gained greater insight into teller handle times – enabling it to improve staffing levels and operational efficiencies across its branch network – and improved service delivery by empowering its employees to deliver an outstanding member experience.fin
Real-Estate
The nation’s largest MLS provider, MRIS relies on Impact 360 Workforce Optimization to measure and adapt its customer service operations to do more for customers with less staff—improving overall productivity, quality, and customer satisfaction.
Manufacturing and Distribution
A winner of a 2017 Engage Global Customer Award in the “Enriching Interactions” category, MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair and operations (MRO) products and services, uses Verint Workforce Optimization to help drive productivity up, keep operating costs down, and deliver a seamless, personalized, positive experience to customers anytime and anywhere.
Manufacturing and Distribution
MTD Products is a leader in the design and manufacture of outdoor power equipment. With cloud-based Verint Workforce Management, the company modernized its staff scheduling, including integrating the Verint software across its voice, live chat, and social media channels and automating processes. Using Verint Workforce Management in the cloud has enabled MTD agents to take ownership of their schedules, with schedule adherence rising by more than 10%. In addition, MTD is now answering more calls with less people and able to schedule thousands of hours of valuable training.
Telecommunications
A leading designer, manufacturer, and distributor of networking equipment, with tens of thousands of employees worldwide, deployed Verint Enterprise Feedback Management to further unify its listening activities and feedback initiatives, helping facilitate a more holistic approach to customer listening and contributing to more than $300 million in overall cost savings.
Financial Services, Insurance
Deploying Verint Enterprise Workforce Management, Verint Performance Management, and Verint Desktop and Process Analytics within its back-office operations, a leading mutual life insurer decreased service delivery time by 60%, from 8 days to less than 5 days, reduced repeat calls by 30,000 annually, and attained a 100% return on investment in less than one year through the identification and reduction of non-production activities.
Banking, Financial Services
For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the Twin Ports of Wisconsin and Minnesota. The financial institution is dedicated to making a difference in the financial lives of the people, communities, and businesses it serves.
Healthcare
This national healthcare leader, offering an integrated and coordinated approach to care for its patients, which has enabled it to exceed national quality standards, implemented Verint Workforce Optimization and Verint Analytics-Driven Quality to help it become more efficient and productive and, most important, improve its ability to serve its patients quickly.
Banking, Financial Services
Open to all Department of Defense and Coast Guard Active Duty, veterans, civilian and contractor personnel, and their families, Navy Federal Credit Union is the world’s largest credit union. A 10-time recipient of the FORTUNE 100 Best Companies to Work For award, it serves more than nine million members through a global network of 343 branches and a workforce of over 18,000. Leveraging Verint Workforce Engagement solutions to deliver innovative, enterprise-scale customer engagement across the organization – from the contact center and branch operations to lending and collections – the credit union is able to effectively scale to meet customer demand while reducing operational costs through automation and improving revenue.
Business Software and Services, Consumer Services
As a leading worldwide supplier of mailing solutions, Neopost operates in 29 countries with annual sales exceeding €1 billion. The company’s inside sales team makes up 75 percent of its 142-seat UK contact centre, which delivers sales through service as well as consumables and office products. The company uses Verint Quality Monitoring, Speech Analytics and Workforce Management to drive business growth through a superior customer experience. Using Feedback to create new, intelligent business processes has allowed them to improve the NPS by 15%, reduce the number of billing calls by 42% and increase employee engagement by 73% and productivity by 30%.
Insurance
With six billion customers and $500 billion in assets, New York Life is one of the largest mutual life insurers in the world and the largest mutual life insurer in the U.S. today.
Government, Healthcare
Government, Healthcare
NHSBSA is the largest centrally administered public sector pension scheme in Europe. Partnering with Verint, they aimed at creating a centralized work distribution and planning function, providing them visibility of work irrespective of source, identify resource capacity and effective training planning to create a modern back-office, focused on continuous improvement and business objectives.
Financial Services
Banking, Financial Services
OFI Asset Management, a leading independent provider of asset management services with headquarters in Paris, France is using Verint Financial Compliance to comply with regulations regarding call recording, recordkeeping and communications monitoring. They monitor all communications across voice, chat, video conferencing and screen sharing – enabling them to streamline, simplify and reduce costs for these important compliance and assurance processes.
Healthcare
This leading U.S. pharmacy benefits manager identified and recaptured idle and non-production time by monitoring employee desktop activity with Impact 360 Desktop and Process Analytics, translating to $80,000 a week in savings.
Utilities and Energy
Pivotal Home Solutions is dedicated to providing an exceptional customer service experience. To help it do so, the company uses Verint Workforce Engagement solutions to work smarter, not harder. Automating many of its customer service processes, it has simplified and modernized its contact center operations to improve efficiency and reduce costs. The result is the ability to more effectively measure and improve agent performance, optimally staff to meet customer needs in a timely manner, and elevate the customer experience.
Banking, Financial Services
In 1951, Redstone Federal Credit Union’s original 11 members each placed $5 into a shoebox. More than 65 years later, their vision serves as the foundation for the Redstone of today. With members all over the world and more than $4 billion in assets, Redstone is now one of the 25 largest federal credit unions in the United States
Government, Public Sector
The Reducing Reoffending Partnership is using eg Operational Intelligence® including eg work manager® to efficiently administer cases in two centres in the UK from a range of external sources such as the police, the courts, and the National Probation Service. The solution enables them with insight into work throughput, performance, improved forecasting, and increased quality and compliance management. Some of the benefits the RRP has achieved include a saving of £250,000 annually, call abandon rates reduced by 50% and clearance of all historical case backlogs.
Government
Integral to the Region of Waterloo’s Service First Call Centre, Verint Workforce Engagement solutions, including Workforce Optimization and Engagement Management Professional, enable the Region to increase efficiency and maintain its operational performance metrics while handling upward of 400,000 calls, service requests, and citizen interactions annually across more than 100 different case types and six different departments. In addition, online, self-service processes help further streamline and automate service delivery.
Banking, Financial Services
This regional chartered bank provides a broad range of traditional banking services and is more than a century old. It has more than 40 banking centers located throughout Louisiana, Texas, and Mississippi, and is owned by a holding company with assets of more than $4 billion.
Financial Services
Riyad Bank is one of the largest financial institutions in the Kingdom of Saudi Arabia and the Middle East, offering a wide range of innovative, Sharia compliant financing solutions through a multichannel, multinational network. They are using Verint Enterprise Feedback Management to capture, analyse, track, and act on customer feedback. They have achieved a 50% reduction in customer loan application process time, saw a 267% increase in completed NPS surveys and completed more than 100,000 surveys since launch.
Education, Non-profit
Not-for-profit Road Scholar is the world’s largest and most innovative creator of educational travel adventures for adults. Road Scholar offers 2,000 educational tours in all 50 states and in 150 countries, serving more than 100,000 participants a year. At any given time, 2,000 Road Scholars are experiencing the world on the organization’s learning adventures.
Education, Healthcare
How do you analyse feedback from 20,000 consultant- and trainee physicians? This was the challenge facing The Royal College of Physicians (RCP), a registered charity that aims to ensure high-quality care by promoting the highest standards of medical practise. The charity uses Verint Enterprise Feedback Management to capture feedback from physicians quickly and easily, aggregate data across surveys into a single, unified view on the solution’s dashboard, supported by it’s analytics tools and reporting function.
Insurance
At UK insurance giant RSA, process complexity was overtaking the business. The back-office operations of the company’s Commercial Risk Solutions group was absorbing unnecessary cost and finding it increasingly difficult to cope with peaks and valleys in customer demand. It needed a new way of working. RSA was able to improve operational visibility and gain control of its processes and employee productivity with Verint Work Manager. RSA reduced backlogs by 40% and increased employee effectiveness and capacity by 20%.
Business Software and Services
Leading companies around the globe trust Sage to deliver software solutions for everything they need to manage accounting and financials, operations, people, payroll, and payments. Such success has meant tremendous global growth for Sage, including an ever-expanding set of features and functionality
Financial Services
This Saudi Arabian, full-service commercial bank deployed Verint Verba™, a Verint’s Financial Compliance Solution, across a large network of regional offices, branches and trading floors which enables them to adhere to strict local laws and industry regulations for investment firms. The recording solution, which records different channels such as voice, instant messaging and others, allowed them to consolidate and simplify its multi-system architecture into one, without the need for physical servers at each branch, thus significantly reducing hardware footprint, maintenance efforts and operation costs, while allowing them to expand the solution as required.
Telecommunications
Broadcasting Services
Sky Deutschland AG is using Verint Knowledge Management to empower its 3000 first-line support agents in 20 service centres to resolve increasingly technical enquiries during initial calls. Verint Knowledge Management is integrated with their own Siebel CRM system. The organisation has experienced a 70% increase in customer satisfaction, reduced employee training, ability to provide rich technical knowledge and a reduction in the AHT to just over 8 minutes.
Financial Services
Integrating its client management system with Verint Knowledge Management, SNS Bank, a Dutch retail bank offering financial products to both companies and individuals, improved the quality of customer interactions, resulting in a significant jump in customer satisfaction in just three weeks following deployment.
Government, Public Sector
Deploying Verint Workforce Optimization, including Verint Speech Analytics, and Verint Back-Office Workforce Optimization, this state social services agency, with 1,300 employees spanning approximately 40 main service offices, 20 branch offices, and a virtualized contact center, identified upward of 20% efficiency improvement and, conservatively, anticipates FTE savings of more than $4 million annually.
Business Process Outsourcing
A leading global process transformation company, Sutherland, which operates across 19 countries and executes more than 43 million transactions a month, leverages Verint Workforce Engagement solutions, including Verint Speech Analytics, to gain valuable, actionable business insights around everything from customer needs to meeting compliance requirements, in turn helping it reengineer and simplify processes, drive greater automation and process efficiencies, and further modernize its operations to enable better, faster, and cheaper service to its end customers.
Financial Services
Tatra banka, one of the most innovative banking houses in Central and Eastern Europe, uses Verint Workforce Management to forecast and schedule more accurately, as well as proactively identify and quickly address staffing issues, helping it ensure an optimized workforce, efficient contact center operations, and, most important, highly-satisfied customers.
Telecommunications
Leading telecommunications provider Tele2, who provides television, internet, telephony, and mobile 4G services, implemented Verint Knowledge Management across its branches in Europe, helping it ensure more effective and consistent employee communications with customers and improve knowledge transfer to increase customer and employee satisfaction.
Business Process Outsourcing
Staffing & Outsourcing Services
A leading global business process outsourcer, TELUS International uses Verint Workforce Optimization and Speech Analytics to support its goal of putting customers first and helping its customers understand their business better, so they can achieve higher levels of customer satisfaction and better operational results.
Consumer Services, Utilities and Energy
Test-Aankoop is one of the leading consumer rights organisations in Europe, providing customers with informed, independent advice into the purchase of goods and services in the renewable energy sector.
Headquartered in Belgium, the company implemented Verint Telligent® Community to host a flexible, highly customizable, online community platform for its 9000 active users across 4 countries. The platform is integrated with sitecore. As a result, they have seen improved loyalty, are able to gather customer insight and provide more tailored, interactive experiences to its users.
Biotechnology
Biotechnology
The world leader in serving science, Thermo Fisher Scientific, with revenues of $18 billion and more than 55,000 employees worldwide, needed a better way to maintain and administer customer surveys, as well as combat the increased costs of supporting users on multiple survey platforms.
Financial Services
A Ticket Servicos SA, pioneira e líder no setor de alimentação e benefícios alimentares, com produtos e serviços de pagamento inovadores em alimentos, transporte, cultura e prêmios, implementou uma AI robusta de conversação via Verint Virtual Assistant para fornecer energia a “Eva”. é a solução de autoatendimento digital da web, que oferece um novo canal de interação para seus clientes e comerciantes, o que ajudou a automatizar ainda mais o envolvimento do cliente, aumentar a qualidade do serviço e reduzir o volume de chamadas.
Business Process Outsourcing
Staffing & Outsourcing Services
TMJ Inc., a leading Japanese telemarketer and business process outsourcer, uses Verint Speech Analytics to reduce the amount of time required for voice of the customer analysis from a few months to a few weeks, increasing the speed of improvement activities.
Banking
Financial institutions must contend with a number of security and business threats on a day-to-day basis as they aim to provide a modernized and streamlined customer experience in a safe, reliable manner. With strict mandates to protect proprietary information and ensure customer safety, banks and credit unions must do everything possible to safeguard people, information, and the billions of dollars kept on site, while also meeting stringent regulatory demands.
Financial Services, Insurance
Topdanmark is the second largest insurance and life and pension company in Denmark, with market share of 17 percent in non-life insurance and eight percent in life insurance. Headquartered in Ballerup, the organisation has approximately 2,450 employees.
Insurance
Topdanmark is the second largest insurance company in Denmark. Having deployed Verint Call Recording, Quality Management, Screen Capture, Performance Management, Speech Analytics and Enterprise Feedback Management to optimize its customer experience and increase satisfaction and brand loyalty at each touchpoint, the company has not only improved first contact resolution and lowered repeat calls, but now has access to a 360 degree view of customer interactions. It allows them to surface feedback and insight on new offers, customer preferences and performance of marketing campaigns, create meaningful KPI’s for its sales agents and extend the value of customer relationships.
Business Process Outsourcing
Staffing & Outsourcing Services
A trusted strategic HR partner to growing businesses, TriNet saved $300,000 in overtime in its first year using Impact 360 Workforce Optimization across its front-line customer service and back-office operations, while also elevating employee productivity and performance and increasing customer satisfaction.
Media and Entertainment
Turnkey Intelligence, an independent third-party research firm recognized, respected, and trusted by the top entities in sports and entertainment, uses Verint Enterprise Feedback Management as the critical foundation for its commercial research offerings, soliciting and capturing feedback from more than one million sports and entertainment fans annually to drive customer experience improvements at more than 220 professional and collegiate properties, leagues, brands, and events.
Business Software and Services
Tyler Technologies is the largest software company in the U.S. solely focused on providing integrated software and technology services to the public sector. More than 15,000 local government offices worldwide, including cities, counties, states, and schools, rely on the company’s solutions to be more productive, efficient, and responsive to the needs of the residents they serve.
Transportation
A leading choice for do-it-yourself movers, U-Haul relies on Verint technology to help it succeed. Verint gives the company the ability to effectively manage and meet its employees’ needs while meeting its customers’ needs at the same time. As a result, it has reduced costs and increased efficiency through modernization and automation – eliminating countless man-hours of work, elevating employee engagement, and helping it deliver the best possible service to its customers.
Government, Public Sector
Responsible for recruiting for both active and reserve personnel, helping to ensure national security and readiness, the U.S. Army Recruiting Command (USAREC) leverages Verint Enterprise Feedback Management for greater data insight to help drive change and ensure optimal recruiting program performance.
Business Process Outsourcing
Unisono is a Spanish Business Process Outsourcer with offices in Spain, Colombia, Chile and the United Kingdom. The company offers services in business process outsourcing, call centers and consulting, collection management, social networking, and technology with a workforce of around 7500 employees. Using Verint Workforce Management has helped them become more agile and flexible, increase productivity by 5 points, reduce absenteeism and increase employee satisfaction year on year.
Automotive, Consulting, Market Research
Founded in 1977, Urban Science provides its B2B automotive OEM clients with data science-based recommendations and solutions to maximize returns and create certainty in a fast-moving industry. The company leverages Verint Enterprise Feedback Management at the foundation of its NPS Global Center of Excellence, providing it with the technology and processes needed to generate critical insights and data socialization to prime the organization for most impactful action, improve client collaboration and value, and help increase sales, profit, and customer loyalty.
With a mission to develop and provide science-based health products of the highest quality, USANA Health Sciences selected and uses Verint Call Recording and Verint Quality Management to help unify and simplify customer engagement, enabling higher-quality and more consistent service delivery across the many countries it operates and, as a result, more satisfied and loyal customers.
Hospitality and Travel
Vacanceselect is a Dutch Touroperator, offering holidays throughout Europe. They use Verint Express to gain insight into customer recognition and performance across their European Offices. Since using Verint Express, the company has seen an increase in first time fixes and have logged one FAQ to help agents and provide customers with one version of the truth. Due to the insight gained, cooperation between the local offices and the management team has improved. Employee happiness has increased significantly and the company has managed to increase their customer NPS by 12 points in the last 2 years.
Banking, Financial Services
Member-owned and committed to the communities it has served for more than 50 years, Visions Federal Credit Union strives to build relationships that accommodate every stage of life. The organization works hard to provide a safe place to keep and grow earnings while lending the money that makes its members’ dreams a reality. Headquartered in Endwell, N.Y., the credit union counts $4.2 billion in assets, has 51 branches and more than 100 ATMs, and boasts more than 200,000 members and 650 employees.
Insurance
A large insurance company in the Netherlands, Vivat brings together five insurance brands and one asset management brand. The company’s 300 contact centre agents handle more than 1.2 million customer contacts each year, mostly via telephone but with an increasing demand for chat. Vivat deployed Verint Knowledge Management to help elevate customer experience, increase NPS, and optimize costs.
Banking, Financial Services
The largest credit union headquartered in Northeast Florida, VyStar relies on Verint to help it deliver a world-class experience for its members – from optimizing security across its branches to gaining deeper customer insights to improve its contact center operations. Leveraging Verint Workforce Engagement solutions, the credit union is able to automate quality processes, speed authentication, and give its members greater peace of mind. The result is significant cost savings and better service for the members and communities it serves.
Banking
VyStar Credit Union was founded in 1952 as Jax Navy Federal Credit Union to serve civil service, military employees and their families at Naval Air Station in Jacksonville, Fla. VyStar has relied on advanced video surveillance for years but wanted to enhance its capabilities. VyStar selected Verint EdgeVR, Verint EdgeVMS Vid-Center, and EdgeVMS Op-Center to manage video surveillance and data capture across its branches.
Financial Services
Wells Fargo leverages Verint Workforce Optimization, including Speech Analytics, to help optimize its workforce, improve agent efficiency, reduce costs, and build best practices that enhance customer engagement and enable the delivery of a superior customer experience.
Financial Services
Wesbank is financial services provider in South Africa with approximately 2000 employees. They are using Verint Desktop and Process Analytics in the front and back office to bring their disparate systems together and create one view of the entire customer engagement. Since they have started using the solution, they have managed to reduce call volumes by 24% while the customer base has increased by 36%, and have seen a 16% improvement on their first contact resolution.
Financial Services, Insurance
Wesleyan, a specialist provider of personal and commercial insurance and financial services, uses Verint Work Manager to effectively manage workload, people, and end-to-end processes to deliver great service at lower operational costs. As a result, the company achieved 20% cost savings in underwriting and increased team satisfaction score by 20%, all the while maintaining an excellent level of customer satisfaction.
Real Estate, Real-Estate
Housing, Care, and Community Regeneration
Wheatley Group, Scotland’s leading housing, care, and community regeneration group, used Verint Engagement Management, including employee desktop, case management, knowledge management, and web self-service, to help introduce a richer, more personalized customer experience; ensure consistent service across phone, web, email, SMS, and local offices; and deflect more costly phone contacts to more cost-effective self-help channels.
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Verint Systems Inc.
175 Broadhollow Rd, Ste 100
Melville, NY 11747
+1 (800) 483-7468
+1 (631) 962-9600
fax: +1 (631) 962-9300
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