Company Benefits from Use of Verint Workforce Optimization and Customer Analytics Software, Heightening Service Quality and Enhancing Enterprise Operations
TOKYO and MELVILLE, N.Y., October 19, 2016 – Verint® Systems Inc. (Nasdaq: VRNT) today announced that QVC Japan Ltd., a leading Japanese television shopping channel company, is leveraging Verint Workforce Optimization™ in its in-country contact centers to drive operational improvements, as well as enhance the quality of calls and productivity of its customer service agents. QVC is also using and benefitting from Verint Speech Analytics™, which continues to play an important role in its focus on customer engagement.
Having used the Verint Workforce Optimization and Customer Analytics solutions for three years, QVC Japan Ltd. is capturing, analyzing and acting on feedback from its customers to help ensure consistency in its service approach, deliver positive experiences, and achieve the high quality standards it has set for its business.
“QVC Japan was the first operation in the QVC global network to implement Verint’s workforce optimization and analytics solutions, and based on our positive results, we have gained a lot of attention. In particular, the combination of quality management and speech analytics helps us determine how best to maximize customer and other business insights coming into our operations and then apply them to new measures,” says Mr. Masukawa, customer experience manager, QVC Japan. “Understanding the true voice of our customers is precious and critical information for determining the right CX strategy and actions. We believe our customer experience team is making great strides meeting customer and market expectations in collaboration with Verint.”
The QVC quality team was the first to introduce workforce optimization and speech analytics to the organization. In doing so, the business has increased quality scores, while enhancing productivity across its teams. Upon experiencing these results, QVC Japan’s customer experience division implemented the Verint Speech Analytics solution. By leveraging the data and valuable insights from the voices of its customers, the organization says it is better able serve them, meet their expectations, and develop and launch compelling marketing initiatives and campaigns.
“QVC Japan is committed to improving customer service and operational efficiency,” says Olivier Georlette, vice president, Japan and Korea, Verint. “The success it has already experienced with Verint’s solutions is a tribute to the company’s dedication and willingness to hear and understand the voice of the customer, as well as streamline processes across operations. Together, Verint and QVC can help break organizational silos, creating an omnichannel environment to improve each customer’s journey.”
QVC (“Quality, Value, Convenience”) is an American cable, satellite and broadcast television network, and multinational corporation specializing in televised home shopping that is owned by Liberty Interactive. Founded in 1986 by Joseph Segel in West Chester, Pennsylvania, United States, QVC broadcasts to more than 350 million households in seven countries as QVC US, QVC UK, QVC Germany, QVC Japan, QVC Italy, QVC/CNR (China) and QVC France.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
1 Accenture Consulting, “Compliance: Dare to be Different, 2017 Compliance Risk Study”
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2018, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2018, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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