Organization Receives Outstanding Citizen Service Honor at Engage Customer Conference
MELVILLE, N.Y., June 28, 2016 – Verint® Systems Inc. (Nasdaq: VRNT) today announced that it has named the City of Hamilton in Ontario, Canada as the top Engage Global Customer Award winner in the Government and Public Sector category. The honor was presented at the Verint Engage™ 2016 Global Customer Conference that is taking place this week at the Hilton Chicago.
Terry Quinn, director, service channel integration, City of Hamilton, received this honor for customer experience improvements using Verint’s web services, integrated knowledge management solution and extensive script flow. With knowledge articles created using the Verint solution linked to call-specific script flows, the City’s citizen service representatives are guided through subject specific content, as well as next steps based on information provided by callers. This fluid process helps its staff to effectively respond to the wide variety of inquiries and service requests received by the municipality. In addition, the solution automatically classifies calls, creating detailed data for reporting and analysis.
Leveraging these solutions, the City of Hamilton anticipates that, over time, there will be a reduction in training time and improved responsiveness in call handling. This supports the City of Hamilton’s goal of sensational service.
“This outstanding Engage Global Customer Award goes to an organization focused on driving customer engagement and enhancing the customer/citizen experience, while applying the same principles to its own operations as it relates to enriching interactions, improving processes and optimizing the workforce,” says Ryan Hollenbeck, senior vice president, global marketing, Verint. “We’re delighted to honor the City of Hamilton for the example it sets in making a difference across its community and advancing the way it serves citizens.”
About Engage 2016
The Verint Engage Global Customer Conference is dedicated to exploring the drive toward customer engagement optimization; the critical roles an organization’s contact center, branch and back-office operations departments play in shaping the customer experience; the opportunities and challenges the industry holds; and key trends and practices for achieving business goals and competitive advantage. Learn more by clicking here.
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”
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