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Back-office operations are the most people-intensive departments in enterprises and government agencies. This brief highlights the benefits of workforce management for back office operations.
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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.
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The financial landscape has changed dramatically to meet the customer needs.
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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.
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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.
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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.
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Customers know what they want: it’s outstanding and personalized service, with as little effort on their part as possible. It takes an entire company to deliver a consistently great service experience.
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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.
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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.
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Banking and Credit Union executives continue to face evolving threats and business challenges including the impact of cyber-attacks, balancing capital expenditures, managing risk across the footprint of the enterprise, and keeping abreast of advancements in technology.
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Organizations must address the delivery capabilities of the entire enterprise and particularly the back-office, which offers new opportunities for automation and optimization.
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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.
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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.
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A major airport in the United States, one of the world’s busiest, offers daily flights to points throughout North America and is also a major gateway to Europe and Asia. Located about a dozen miles from the downtown of a major U.S. city, the airport emphasizes customer service and satisfaction, and features top-quality facilities.
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The planning agency that serves the region’s seven counties comprised of Anoka, Carver, Dakota, Hennepin, Ramsey, Scott, and Washington. In addition to operating an integrated network of bus and light rail transit within the city limits through subsidiary Minneapolis-St. Paul Metro Transit, the Council’s responsibilities include providing cost-effective transit and wastewater services, coordinating orderly and economic development, and assisting the communities in their growth plans.
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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.
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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.
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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%.
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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
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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.
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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.
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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.
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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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