Navy Federal and Crystal Run Win Dual Top Honors in “Optimizing the Workforce” Category
MELVILLE, N.Y. and ORLANDO, May 24, 2017 – Verint® Systems Inc. (Nasdaq: VRNT) today announced that Navy Federal Credit Union and Crystal Run Healthcare have been named the winners of its 2017 Engage Global Customer Awards Program in the “Optimizing the Workforce” category. The awards were announced at the Verint Engage™ Global Customer Conference taking place this week at the Universal Orlando Resort.
Winner: Navy Federal Credit Union
By automating the holiday shift request process at Navy Federal Credit Union, a large global credit union serving military members and their families, the organization has saved millions of dollars in overtime expenses using the Verint Workforce Optimization™ (WFO) suite. In fact, Jeffrey Bretana, business operations analyst III at Navy Federal, has been a driving force behind these savings, eliminating approximately 70 hours of work for the contact center each paid holiday. As a result, the credit union can better plan and staff, saving millions in overtime costs and avoiding excess staffing. With this program, Bretana and his team also leverage the request management capabilities in Verint’s software to automate Navy Federal contact center’s leave process and deploy a virtual wait list. In addition, the automated solution delivers instant time-off decisions for agents, reducing wait times from one or two business days to one or two seconds. This is in addition to the benefits Bretana has achieved in supporting the Branch Operations team during its transition to the latest Verint software. The results include updated training materials, the development of shift events and work patterns, reduced time and effort spent scheduling, in addition to improved accuracy since many of these new creations were not previously utilized.
Winner: Crystal Run Healthcare
Crystal Run Healthcare is a national leader in the use and advancement of the Electronic Health Record (EHR). Its busy contact center—which typically fields 250,000 calls per month—had been manually coding spreadsheets to maintain schedules for its contact center agents. Within a year of implementing Verint Workforce Optimization, however, call wait times dramatically reduced, cutting averages that ranged from 4-5 minutes down to a mere 50 seconds. In fact, internally, Crystal Run Healthcare’s Eric Roussos, workforce management coordinator, has been recognized for his role in changing hiring practices and improving contact center coverage using Verint WFO solutions. He has helped reduce call abandonment rates from 18.90 percent to roughly 8 percent. Crystal Run Healthcare continues, as well, to benefit from up-to-the-minute metrics on a range of key performance indicators (KPIs) to evaluate and improve employee performance on incoming and outbound calls.
“We congratulate Navy Federal Credit Union and Crystal Run Healthcare as recipients in the ‘optimizing the workforce’ category of our annual Engage Customer Awards,” says Verint’s Ryan Hollenbeck, senior vice president, global marketing and customer experience program executive sponsor. “These types of forward-thinking customers are now helping Verint lead the charge in taking WFO to the next level by creating new capabilities that increase speed, efficiency and intelligence. As a trusted partner committed to developing customers for life, these award winners and other customers can realize an even higher return on their investments.”
About the Verint Engage Global Customer Conference
The Verint Engage Global Customer Conference is dedicated to exploring the drive toward customer engagement optimization; the critical roles that departments across the organization play in shaping the customer experience; the opportunities and challenges the industry holds; and key trends and best practices for achieving loyalty, business goals and competitive advantage. The event is designed for executives, directors, managers, team leads and administrators across a variety of functional areas, including account management, claims operations, compliance, contact centers and customer care, customer experience management, fraud prevention, IT and marketing to name a few. Click here to learn more.