Verint Presents “Customer Engagement Excellence Awards” Honoring Alight Solutions and Worldwide Health Services Organization

Alight Solutions Wins Top Honor in the “Simplifying Customer Engagement” Category; Health Services Organization Receives Highly Commendable Award Distinction

MELVILLE, N.Y.,
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Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company, today announced that Alight Solutions was named the winner of its 2018 Engage Global Customer Conference “Customer Engagement Excellence Awards” in the “Simplifying Customer Engagement” category. A health services organization also was recognized for its achievements with a “highly commendable” honor in the category. This recognition highlights organizations using Verint solutions to further advance cross-channel agility and responsiveness to meet the rising demands of today’s customers.

Winner: Alight Solutions

While the buzz about artificial intelligence (AI) and chatbots isn’t new, Alight Solutions was one of the first companies to use the technology in the benefits and human resources (HR) industry starting in 2014. A leading provider of outsourced benefits administration and cloud-based HR and financial solutions, Alight leverages Verint’s Intelligent Virtual Assistant (IVA), part of the company’s Self-Service offering, to transform its web self-service experience, using the chatbot as the anchor technology and a unique health, benefits and HR natural language model that understands the questions and needs of millions of different users, in their own words. During the 2017 open enrollment period between October and December, the busiest time of year for Alight and its clients, the new self-service system handled over 760,000 interactions, marking up to a 67 percent reduction of live chat engagements in the call center over the previous year. In addition, there was a direct correlation in phone volume reduction between Alight’s 211 clients that adopted the IVA solution compared with those that did not. At the IVA’s one-year anniversary with Alight, the company had over one million unique users with over two million self-service interactions.

Highly Commendable Honor: Health Services Organization

This health services organization provides a suite of insurance programs to individuals, families and businesses using Verint Speech Analytics, Enterprise Feedback Management, Digital Feedback Management and other solutions to improve the customer experience. Yielding strong, ongoing results, these technologies have enabled the company to reduce call handle times, optimize its investment in digital properties and enhance performance management in its contact center operations. For example, the customer has used Verint’s speech analytics solution to capture call drivers on 70 percent of its contacts, allowing it to build a foundation for improving transaction net promoter scores (TNPS) across its organization. Likewise, it has gained new insights into customer sentiment on coverage change notifications, driving a new initiative for proactive outreach to customers affected by upcoming changes.

“We’re delighted to recognize Alight Solutions and the health services organization as award recipients in the Simplifying Customer Engagement category of our annual Customer Engagement Excellence Awards,” says Verint’s Ryan Hollenbeck, senior vice president of global marketing and customer experience program executive sponsor. “While the organizations are using a range of Verint technologies—from cutting-edge intelligent self-service to our voice of the customer solutions, both are deploying tools that make it faster and easier for customers to be served effectively and share their feedback.”