MELVILLE, N.Y. and CHICAGO, July 6, 2016 –
Verint® Systems Inc. (Nasdaq: VRNT) today announced Blue Cross Blue Shield of Michigan and Humana Pharmacy have been named dual winners of its 2016 Engage Global Customer Awards Program in the “Optimizing the Workforce” category. In addition, Answer Financial received the “Highly Commendable” honor in the same category. The awards were announced at the Verint Engage™ 2016 Global Customer Conference that took place last week at the Hilton Chicago.
Winner: Blue Cross Blue Shield of Michigan
Blue Cross Blue Shield of Michigan’s David Westphal, director, workforce optimization, and Melissa Crumbey, manager, workforce optimization, have been driving forces behind the organization’s deployment of Verint Workforce Optimization™ in back-office areas. Leveraging the solution, and other technology and business process advancements, BCBS Michigan has improved service and achieved lower administrative costs. The solutions has helped its claims and enrollment workforce through processor productivity gains and by establishing and implementing best practice processes that foster the delivery of superior service for its nearly five million members and more than 70 million claims processed each year. Additionally, Westphal and Crumbey have helped BCBS Michigan reduce idle time, achieve service-level performance requirements, and eliminate the need to replace an internal productivity tracking tool.
Winner: Humana Pharmacy
Humana Pharmacy’s Brandon Baird, director, workforce management, and Joe Bechtel, manager, workforce management, also were named winners in the “Optimizing the Workforce” category. Over the past five years, Humana Pharmacy has leveraged Verint Workforce Management™ and Desktop and Process Analytics™ to successfully optimize schedules, develop scorecards and enhance coaching, which has led to significant quality improvements and cost savings. These solutions have helped increase productivity/cost measures by more than 10 percent, and enriched service to customers through improvements in key service level measures. In addition, using time entry data captured from Verint, Humana Pharmacy built a tool that allows leaders to educate and coach employees on the effectiveness of time and SLAs. From the inception of the tool, the organization has seen a five to eight percent increase in productivity rates.
Highly Commendable: Answer Financial
The Answer Financial workforce management team received the “Highly Commendable” honor for its contributions in maintaining high levels of customer and employee satisfaction. Using Verint Workforce Optimization, Answer Financial provides its agents with a greater level of control over their scheduling, including such aspects as moving shifts, splitting shifts and using time off.
“Congratulations to all of our winners in the workforce optimization category,” says Ryan Hollenbeck, senior vice president, global marketing, Verint. “As our customers extend their WFO deployments to other parts of the enterprise, we’re enabling them to realize the full benefits of Verint solutions and transform the way they engage with their customers.”
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.