Customer Success Stories

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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.

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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.

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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.

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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.

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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.

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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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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.

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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.

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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.

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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.

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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.

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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.

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With Verint Monet Workforce Management in place, Club Med significantly improved its abandon rate. In 2016 the abandon rate was 28%; with the help of Verint Monet, it dropped to 5%, thus meeting Club Med’s established goal. Since then, the abandon rate has been maintained at this number.

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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.

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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.

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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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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.

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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.

Global telecom operator optimized resource planning and improved response times, quality, and agent productivity with Verint Workforce Optimization, including Speech Analytics.

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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%.

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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%.

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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.

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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.

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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.

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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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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.

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North Lanarkshire Council transforms digital service delivery and outcomes with Verint Digital First Engagement Management, ensuring customers receive prompt and efficient multichannel local government services and delivering forecasted cost savings of £785,000 annually.

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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.

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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.

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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.

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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.

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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.

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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.

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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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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Wesleyan, a specialist provider of personal and commercial insurance and financial services are using Verint’s eg Operational Intelligence®, including eg work manager® to manage workload, people and end to end processes to deliver a great service at lower operational costs. The company has realised benefits within 20 weeks, and have achieved results including 20% cost savings in underwriting, processed ISA applications 160% above prediction whilst maintaining excellent customers satisfaction and high levels of positive staff engagement.

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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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