Regional Municipality of Waterloo Wins Top Honor in “Improving Processes” Category
MELVILLE, N.Y. and ORLANDO, May 24, 2017 –
— Verint® Systems Inc. (Nasdaq: VRNT) today announced that the Regional Municipality of Waterloo, Ontario, has been named the winner of its 2017 Engage Global Customer Awards Program in the “Improving Processes” category. Xerox Corporation also was recognized for its achievements with a “highly commendable” honor. The awards were announced at the Verint Engage™ Global Customer Conference taking place this week at the Universal Orlando Resort.
Winner: Regional Municipality of Waterloo
The Regional Municipality of Waterloo provides police, water, recreation, planning, roads and social services to more than 500,000 people in southern Ontario, Canada. Using Verint Employee Engagement™ and Engagement Channels™ solutions, it has improved workflow, enhanced productivity and heightened citizen experiences. In fact, Chris Hobden, HRC systems analyst at the Regional Municipality of Waterloo, has leveraged Verint technology as the foundation for an automated workflow system that provides information according to time of day—whether during business hours or after hours and holidays. Hobden and team also have used online form features to develop new landing pages for the municipality’s contact center agents to leverage and further customized the user interface and how search functionality is optimized. With these advancements, staff can quickly access the information they need to engage efficiently with the citizens and increase efficiencies in answering calls, as well as decrease agent decision fatigue. This has resulted in both enhanced productivity and improved citizen experiences.
Highly Commendable Honor: Xerox Corporation
Xerox Corporation leverages Verint Employee Engagement solutions to push the boundaries of traditional work processes by enabling customer self-help in the company’s service and support organization. As a result to implementing Verint Knowledge Management and Employee Desktop software, the organization has seen more satisfied customers, lower operational costs and better business outcomes. Barry Tisdale, manager of the Global Customer Connect Group at Xerox, has helped champion these results, drawing on a long track record of success in transforming service and support technologies and knowledge into world-class support tools. Tisdale and his colleagues have achieved these results by bringing the strategy, the talent and resources together to move from vision to execution.
“Today, employees expect to be empowered to execute on customer engagement strategies. That means giving them the tools they need to get the job done and making it engaging in the process,” says Ryan Hollenbeck, senior vice president, global marketing and customer experience program executive sponsor. “We’re delighted to recognize the Regional Municipality of Waterloo and Xerox Corporation as award recipients in the ‘improving processes’ category of our annual Engage Customer Awards,” says Verint’s Ryan Hollenbeck, senior vice president, global marketing and customer experience program executive sponsor. “Both of these organizations have set new benchmarks in improving processes to support their employees and effectively serve their customers and citizens.”
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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