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.