DALLAS and MELVILLE, N.Y., May 31, 2018 – Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that Banco Votorantim and a leading telecommunications company have been named co-winners of its 2018 Engage™Global Customer Conference “Customer Engagement Excellence Awards” in the “Modernize: Sharing Real-Time Intelligence” category. This recognition highlights organizations using Verint solutions to modernize customer engagement by understanding customer intent, predicting behavior and striking the right balance between automation and assisted service.
Winners: Banco Votorantim and a Leading Telecommunications Company
A long-time user of Verint solutions, this leading telecom company has made significant advancements in taking quick action on real-time intelligence with Verint Voice of the Customer™ solutions. The communications giant leverages Verint Digital Feedback Management™ to distribute real-time alerts to key stakeholders as soon as it receives digital feedback from customers regarding issues with a desktop portal and mobile app. With many of the issues involving order processing, upgrades and other revenue-impacting activities, it’s critical that the company quickly respond and make changes—and now it can. These adjustments have resulted in significant revenue gains and happier customers.
The largest bank in Brazil for car financing, Banco Votorantim, uses Verint Speech Analytics™ to reduce legal claims by customers. The solution applies artificial intelligence to monitor tens of thousands of calls daily to the bank’s three contact center, and identify interactions that have a potential legal claim risk and route them to the appropriate callback unit for resolution. As a result, Banco Votorantim has identified and resolved 91 percent of customer calls that represent a potential risk of this type. In addition to enhancing internal processes and increasing loyalty, the bank has strengthened its brand and achieved significant savings.
“We’re delighted to recognize Banco Votorantim and this leading telecom in the ‘Modernize’ category of our annual Customer Engagement Excellence Awards,” says Verint’s Ryan Hollenbeck, senior vice president of global marking and customer experience program executive sponsor. “It is especially rewarding to see these organizations make the most of our Voice of the Customer solutions to improve both voice and digital interactions while modernizing customer engagement.”
About the Verint Engage Global Customer Conference
Engage is the annual global conference that brings Verint customers, partners and industry experts together for three days of sharing best practices, insight and education, as well as solution discovery and peer-to-peer networking. With themes focused on simplifying, modernizing and automating customer engagement, it features tracks focused on workforce engagement, self-service, voice of the customer, compliance and fraud mitigation. The event is tailored for enterprise professionals across the many areas of business that help shape the customer experience—contact center, back-office and branch operations, self-service, ecommerce, customer experience, marketing, IT and compliance. Verint Engage 2018 helps attendees maximize their technology investments, discover big ideas and bold innovations, share proven practices and new approaches for today’s rapidly evolving business environments, and provide insight into future innovations for competitive advantage. Click here to learn more.