U.S.’ Largest Nonprofit Organization Recognized for Member Engagement and Service Excellence
DALLAS and MELVILLE, N.Y.,, May 17, 2018 – Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced from its Engage™ Global Customer Conference that AARP has been named to its top honor—Customer Engagement Excellence Overall Winner. AARP is being recognized for its commitment to, and delivery of, exceptional member engagement by simplifying, modernizing and automating member services to enable better experiences and deeper loyalty.
AARP is the largest nonprofit, nonpartisan organization in the United States dedicated to empowering people to choose how they live as they age. Today, with approximately 38 million members, AARP helps people turn their goals and dreams into real possibilities, strengthens communities and fights for the issues that matter most to families—such as healthcare, employment, income security and financial protection.
Sandy Smith, director of technology strategy and business process, Mitchell Ross, vice president of membership contact center operations, and the Member Communications Team at AARP were recognized for their approach to maximizing intelligence from Verint’s Customer Engagement solutions to build strategies, enhance processes and further strengthen member experiences.
“At AARP customer service and engagement is central to our mission. Our collaboration with Verint is built on a compelling business case that if we centralized the control of all technologies internally—including CRM—we could save money and enhance effectiveness in just four years through the sheer increase of production efficiencies and high hosting cost avoidance. We’re delighted to share that we hit that goal at the three year mark,” says Smith.
Only three months after implementation was completed, AARP experienced a double-digit average handle time decrease. “This positive movement alone yielded significant cost savings that following year, savings that have trickled into subsequent years,” Ross explains. “Since original implementation, we’ve continued to grow our use of Verint’s Customer Engagement software, and our roadmap for 2018 includes expanding digital channels and strengthening our digital self-service offerings, which includes extending our knowledge base with AI-powered solutions.”
“We’re delighted to recognize AARP as the top recipient of our engagement excellence awards and highlight its ongoing commitment to world-class member engagement,” said Verint’s Ryan Hollenbeck, senior vice president, global marketing and customer experience program executive sponsor. “The value AARP continues to derive from its customer engagement solutions is a testament to our strategic collaboration and the innovative ways they are meeting and exceeding member needs.”