Verint

““Using Verint Open CCaaS solutions, the outcomes were substantial. In addition to the improvements around disconnected and short calls, we also decreased average handle time from 13 to 11 minutes for our client. That’s an impressive 15 percent improvement.””

““Based on our experience with Verint Workforce Optimization, we really had no reservations with extending our investment to include Verint Speech Analytics,” adds the technology manager. “It provided us with a single, complete solution that met all of our requirements and was implemented seamlessly, enabling us to quickly capitalise on the tool’s powerful analytical capabilities.””

“One of the major benefits of Verint Speech Analytics has been our improved ability to assess and address customer satisfaction and dissatisfaction.”

““Verint Workforce Optimization helped us drive significant operational improvements, particularly in our operations in Spain,” says the company’s technology manager. “After implementation, we turned our attention to delivering a consistent, exceptional customer experience no matter where our agents and customers were located, which led us to evaluate speech analytics.””

““The more we understand our customers and optimise the performance of our agents and contact centres, the more we can help to promote our customer centricity and leadership,” the technology manager concludes. “Thanks to Verint Speech Analytics and the improvements it has enabled us to make across our operations, service, and, ultimately, the customer experience, we are strongly positioned to achieve our objectives.””

““One of the major benefits of Verint Speech Analytics has been our improved ability to assess and address customer satisfaction and dissatisfaction. For example, we redesigned our invoices, creating a simpler, more intuitive layout that is much easier to understand, directly as a result of our customers’ billing queries.””

“Traditionally, we’d have to issue surveys to understand the customer experience, but surveys are voluntary and require even more effort on the part of the customer. With Verint Speech Analytics, the volume of data at our fingertips is so much more extensive. It’s an incredibly powerful tool to guide us in the where and when of making customer experience improvements that deliver the biggest bang for the buck.”

“By connecting Verint Speech Analytics with Verint Coaching Bots*, we can now shift gears more quickly and provide a better service because the available data can now be used optimally in conversations.”

““Verint offers an exceptional level of support from a partnership perspective. Innovation, depth of technical resources and executive-level sponsorship all are hallmarks of our relationship with Verint,” he concluded.”

““Working with Verint, we have shared many successes toward achieving rapid growth. Today, we offer a robust enterprise offering for our mutual customers and we are continuing to build on this value proposition by looking at expanding our portfolio of Verint offerings.”

““The Verint and Five9 names are recognized as leaders in their respective areas. We offer access to powerful technology and resources from both companies via one centralized point of purchase, making it easier to do business for our customers,” he said.”

““Verint is a competitive differentiator that helps us win business,” says Luis Santo Domingo, Vice President, Sales and Partner Operations at Five9.”

“The Verint and Five9 names are recognized as leaders in their respective areas. We offer access to powerful technology and resources from both companies via one centralized point of purchase, making it easier to do business for our customers.”

““We love the people at Verint that we work with,””

““Verint offers industry-leading customer engagement technologies such as Speech Analytics and Desktop Process Analytics that are powerful tools to help us solve our customers’ problems, attain greater insight, and deliver more business value.””

““If you don’t keep evolving, you’ll be left behind. Verint is at the forefront of customer engagement and continuing to innovate, pushing the envelope with new solutions. It’s gratifying to partner with Verint to bring innovative solutions to market together.””

““The results with Verint Operations Visualizer were top-notch,””

““Verint Performance Management scorecards also helped managers quickly identify employees in need of coaching or additional training,””

““The results with Verint Operations Visualizer were top-notch. The site where we deployed the solution reduced backlog of transactions year-over-year by 25 to 60 percent with the same headcount, even while overall volumes increased by three to five percent.””

“GNC is a big company with many moving parts, but we’re all seeing the same feedback data, so we can coordinate and respond as one. Our customers have noticed, and we have clear evidence that the changes we made have had a positive impact on sales.”

““Make no mistake, Verint Quality Bot is making a huge difference to FNB’s compliance adherence. By monitoring significantly more interactions, we can turn our compliance strategy from reactive to proactive and assign training to reinforce proper compliance processes.””

“Our goal was to automate more compliance checks, to improve quality, and reduce compliance risk. Automation would give us prompt, complete visibility into all performance and compliance issues.”

“We are now benefiting from one, unified workforce planning platform across the entire sports betting organization. This helps ensure accurate demand forecasting, monitor fluctuations, and empower our people with flexible working. It’s a game-changer in terms of operational efficiency and customer experience.”

“On Facebook Messenger, we were able to handle 50% of customer conversations with automation alone. This success means we want to go further. We want to build conversational experiences that improve our customers’ brand experience.”

“NHS Pensions is the largest pension service anywhere in Europe. With expert support from Verint and the automation and innovation we have been able to achieve with Verint Operations Manager, we are delivering the pension service experience every member deserves, while simultaneously transforming operational efficiency.”