DALLAS and MELVILLE, N.Y., May 29, 2018 – Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that Holland America Line has been named the winner of its 2018 Engage™ Global Customer Conference Customer Engagement Excellence Award in the “Automate: Optimizing the Workforce” category. Navy Federal Credit Union also was recognized for its achievements with a “highly commendable” honor in the category. This recognition spotlights organizations using Verint solutions to bring even greater flexibility, transparency, motivation, mobility and empowerment to customers and employees. They also deliver personalized, consistent service, great self-service options, proactive engagement, and easy ways for customers to provide feedback.
Winner: Holland America Line
Holland America Line, part of Carnival Corporation and an extensive family of travel and leisure brands, uses a range of Verint solutions to enhance the experience of its customers and employees alike. With Verint analytics technology, it gauges process effectiveness and how well staff handle interactions to ensure customers and employees enjoy smoother experiences. Holland America Line also uses Verint solutions to analyze calls about customer experiences on the company website, identifying improvement areas that in turn yield faster, more effective customer self-service and significant cost reductions. Verint Workforce Engagement™ tools—including workforce management, quality management and performance management with custom KPI scorecards—support the work-at-home model for its Seattle contact center. This makes it possible for the company to motivate, manage and interact with employees just as if they are working on site. Overall cost savings are matched by other benefits, such as a happier workforce that delivers positive experiences for customers.
Highly Commendable: Navy Federal Credit Union
With the desire to serve its more than seven million members even more efficiently, Navy Federal Credit Union uses Verint Workforce Management™ to automate what had previously been manual scheduling processes—with impressive results. The solution has introduced newfound visibility into staffing levels and expected performance, as well as staffing needs for expected future growth. As a result, the organization’s help desk is experiencing its lowest wait time since it began measuring the performance indicator. The credit union also has decreased manual workload for leadership, decreased agent overtime by 12 percent, reduced monthly reporting time by 60 percent and increased overall productivity. Most importantly, it has increased customer satisfaction by three percent, raising this metric to 98 percent overall.
“We congratulate Holland America Line and Navy Federal Credit Union as recipients in the ‘Automate’ 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. “These forward-thinking customers are experiencing how our solutions increase customer engagement by improving the employee experience and the role that automation can play in the process. We look forward to helping these valued partners find new ways to use our solutions to achieve an even greater return on their investment.”