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Verint Enables Customers to Optimize Customer Engagement Enterprise-Wide
|By Business Wire
|May 21, 2014 08:31 AM EDT
Systems Inc. (NASDAQ: VRNT) today announced that customers are
finding innovative techniques to optimize customer engagement using the
company’s software and services for back-office
operations. For example, in the insurance, banking and healthcare
industries, greater insight into employee activity is helping balance
workloads and optimize resources to increase processing and throughput.
These organizations are also benefitting from simplified and centralized
administration and maintenance, as well as lower total cost of ownership.
Verint uses the term “back-office” to represent the part of a company
that performs non-customer facing administrative, processing and
operations activities that impact customer engagement. These areas
include payment processing, new account set up, claims, research, order
fulfillment and more. Errors and inefficiencies in these types of
transactions can result in additional calls in a company’s contact
center, repeat work for back-office departments and dissatisfied
customers—all of which translate into added costs to an organization.
Associates report1 cites that “Verint was the first of
the WFO [workforce optimization] suite vendors to specifically target
back-office and vertical market opportunities. What’s special about
Verint’s workforce management solution is it addresses all contact
center markets as well as back office and retail bank branch
opportunities. The advanced version incorporates performance management
and eLearning to optimize schedule adherence and time utilization.”
As forward-thinking companies focus on back-office operations as part of
their broader customer engagement initiatives, Verint is seeing workforce
optimization and other customer
service solutions—including volume and data capture, capacity
modeling, case management, work item tracking, knowledge management,
forecasting and scheduling, strategic planning, application analysis,
process analysis, eLearning/lesson management, and performance
management—more prevalent in these departments. A DMG Consulting report
reveals that “Workforce Management software remains the most important
productivity tool in many contact centers, and is expected to find a
similar position in the back office.”2
“Back-office managers are under tremendous pressure to improve
productivity, cut costs, optimize employee utilization, and reduce risk,
while at the same time, improving the customer experience,” says Donna
Fluss, president, DMG
For example, a leading international insurance organization serving
millions of customers across commercial and institutional organizations,
as well as individuals, recently deployed Verint Back-Office
Operations—including workforce management, performance management and
advanced desktop analytics—across multiple sites and thousands of seats
as part of a corporate-wide operational excellence and cost reduction
program. The aim was to create a global, standardized framework to unify
the insurance company’s businesses and take advantage of economies of
scale via one shared services support group.
“Companies are finding that by leveraging Verint’s technology in
back-office environments, they are able to help eliminate inefficiencies
that can cost millions of dollars in the first year alone, while at the
same time improving customer engagement,” says Nancy Treaster, senior
vice president and general manager, strategic operations, Verint
Enterprise Intelligence Solutions™.
To learn more about Verint workforce optimization and other customer
engagement optimization solutions, visit www.verint.com.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable
Intelligence® solutions. Actionable Intelligence is a
necessity in a dynamic world of massive information growth because it
empowers organizations with crucial insights and enables decision makers
to anticipate, respond and take action. Verint Actionable Intelligence
solutions help organizations address three important challenges:
customer engagement optimization; security intelligence; and fraud,
risk, and compliance. Today, more than 10,000 organizations in over 180
countries, including over 80 percent of the Fortune 100, use Verint
solutions to improve enterprise performance and make the world a safer
place. Learn more at www.verint.com.
This press release contains forward-looking statements, including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management's expectations
that involve a number of risks and uncertainties, any of which could
cause actual results to differ materially from those expressed in or
implied by the forward-looking statements. For a detailed discussion of
these risk factors, see our Annual Report on Form 10-K for the fiscal
year ended January 31, 2014 and other filings we make with the SEC. The
forward-looking statements contained in this press release are made as
of the date of this press release and, except as required by law, the
Company assumes no obligation to update or revise them or to provide
reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE,
CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG,
ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS,
VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE,
STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are
trademarks or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their
1 Pelorus Associates, World Contact Center Workforce
Management Systems Market, February 14, 2014 2,3 DMG
Consulting LLC, 2013-2014 Contact Workforce Management Report, March 2014
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