News Feed Item

Verint Customers Awarded for Optimizing Customer Engagement

Verint® Systems Inc. (NASDAQ:VRNT) today announced the winners of its annual “Innovator of the Year” awards program. Recipients from the winning organizations were honored during the company’s 2014 Driving Innovation conference taking place this week at the Hilton Orlando Lake Buena Vista in Orlando, Fla. Each year, Verint recognizes outstanding performance in driving customer engagement across the enterprise through innovations in contact center, back-office and branch operations. This year’s honorees include representatives from Lincoln Financial Group, AIG, Firstsource Solutions, Ltd. and a leading North American bank.

“Innovator of the Year” for Contact Center Excellence

Earning the Innovator of the Year award in the contact center category is Lincoln Financial Group’s Scott Bodenhafer, vice president of the customer contact center within the company’s Individual Annuity Operations. The Individual Annuity Customer Contact Center is focused on transforming the customer experience by making it easier to do business with Lincoln. Leveraging Verint’s speech analytics software, the team has seen significant improvements in customer satisfaction, customer engagement and first contact resolution, as well as a reduction in call volume. Additionally, it has experienced a lift in productivity and service levels through the adoption and use of desktop and process analytics and workforce management. With the advancements made in the contact center, the Individual Annuity Operations team is in the process of rolling out Verint Workforce Optimization under Bodenhafer’s leadership to drive similar operational gains and continuous improvement in back-office functional areas.

“Innovator of the Year” for Back-Office Excellence

Gui Kahl, senior vice president and head of operations development, and Yanny Satrijawati, vice president and head of strategic operations, transformational office, at AIG were named Innovator of the Year winners for back-office excellence. Both Kahl and Satrijawati have led the charge to simplify reporting, internal processes and drive operational efficiencies. Working closely with their AIG business partners, Kahl’s and Satrijawati’s teams deployed Verint solutions at multiple sites in the U.S. and internationally — resulting in more time spent in active production applications, while reducing employee downtime and lifting productivity. This process improvement supports AIG’s goals of providing an efficient, effective and metrics-driven operational structure to enable optimal customer focus and support.

“Innovator of the Year” for Excellence in Voice of the Customer Analytics

This year’s Innovator of the Year in Voice of the Customer Analytics was presented to Aparajita Gupta, vice president, customer interaction analytics, Firstsource Solutions Ltd — a global business process management company. Using Verint’s speech and text analytics software, Gupta led the development of “First Customer Intelligence,” a service offering for Firstsource customers that helped generate revenue and form an additional profit center for the company. As an outsourcer, Firstsource — through its First Customer Intelligence service — has helped numerous clients elevate customer engagement while, at the same time, improve operational efficiency. At one client, for example, it was able to reduce cost-to-serve by 18 percent (equivalent to an $800,000 annual savings) while also improving sales by three percent. In another instance, a client experienced a reduction in average handle time by more than 30 seconds, improved contact avoidance, and faster resolution — translating to annual savings of more than $1 million.

“Innovator of the Year” for Branch Excellence

Recognized for its innovation in Branch Excellence is a leading North American bank. The financial institution was honored for its achievements in leveraging Verint Branch Workforce Management to optimize staff schedules to address customer demand in sales and service. Additionally, proactive reporting is used to increase operational excellence by assisting management and executives to better anticipate customer needs.

“This year’s winners have demonstrated vision for how to use Verint Customer Engagement Optimization solutions to generate Actionable Intelligence® as part of their larger customer-centric corporate strategy,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions. “We congratulate these 2014 leaders for the value they have placed on using the voice of the customer to influence their business and for the innovation they have shown finding new and interesting ways to drive operational excellence throughout their organizations.”

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 our Quarterly Report on Form 10-Q for the quarter ended April 30, 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.


More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
DXWorldEXPO LLC announced today that ICOHOLDER named "Media Sponsor" of Miami Blockchain Event by FinTechEXPO. ICOHOLDER give you detailed information and help the community to invest in the trusty projects. Miami Blockchain Event by FinTechEXPO has opened its Call for Papers. The two-day event will present 20 top Blockchain experts. All speaking inquiries which covers the following information can be submitted by email to [email protected] Miami Blockchain Event by FinTechEXPO also offers s...
DXWorldEXPO | CloudEXPO are the world's most influential, independent events where Cloud Computing was coined and where technology buyers and vendors meet to experience and discuss the big picture of Digital Transformation and all of the strategies, tactics, and tools they need to realize their goals. Sponsors of DXWorldEXPO | CloudEXPO benefit from unmatched branding, profile building and lead generation opportunities.
@DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises - and delivering real results.
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
DXWorldEXPO LLC announced today that Dez Blanchfield joined the faculty of CloudEXPO's "10-Year Anniversary Event" which will take place on November 11-13, 2018 in New York City. Dez is a strategic leader in business and digital transformation with 25 years of experience in the IT and telecommunications industries developing strategies and implementing business initiatives. He has a breadth of expertise spanning technologies such as cloud computing, big data and analytics, cognitive computing, m...
"We started a Master of Science in business analytics - that's the hot topic. We serve the business community around San Francisco so we educate the working professionals and this is where they all want to be," explained Judy Lee, Associate Professor and Department Chair at Golden Gate University, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Digital Transformation and Disruption, Amazon Style - What You Can Learn. Chris Kocher is a co-founder of Grey Heron, a management and strategic marketing consulting firm. He has 25+ years in both strategic and hands-on operating experience helping executives and investors build revenues and shareholder value. He has consulted with over 130 companies on innovating with new business models, product strategies and monetization. Chris has held management positions at HP and Symantec in addition to ...
DXWorldEXPO LLC announced today that Kevin Jackson joined the faculty of CloudEXPO's "10-Year Anniversary Event" which will take place on November 11-13, 2018 in New York City. Kevin L. Jackson is a globally recognized cloud computing expert and Founder/Author of the award winning "Cloud Musings" blog. Mr. Jackson has also been recognized as a "Top 100 Cybersecurity Influencer and Brand" by Onalytica (2015), a Huffington Post "Top 100 Cloud Computing Experts on Twitter" (2013) and a "Top 50 C...
Cloud-enabled transformation has evolved from cost saving measure to business innovation strategy -- one that combines the cloud with cognitive capabilities to drive market disruption. Learn how you can achieve the insight and agility you need to gain a competitive advantage. Industry-acclaimed CTO and cloud expert, Shankar Kalyana presents. Only the most exceptional IBMers are appointed with the rare distinction of IBM Fellow, the highest technical honor in the company. Shankar has also receive...
Enterprises have taken advantage of IoT to achieve important revenue and cost advantages. What is less apparent is how incumbent enterprises operating at scale have, following success with IoT, built analytic, operations management and software development capabilities - ranging from autonomous vehicles to manageable robotics installations. They have embraced these capabilities as if they were Silicon Valley startups.
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
Daniel Jones is CTO of EngineerBetter, helping enterprises deliver value faster. Previously he was an IT consultant, indie video games developer, head of web development in the finance sector, and an award-winning martial artist. Continuous Delivery makes it possible to exploit findings of cognitive psychology and neuroscience to increase the productivity and happiness of our teams.
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory? In her Day 2 Keynote at @DevOpsSummit at 21st Cloud Expo, Aruna Ravichandran, VP, DevOps Solutions Marketing, CA Technologies, was jo...
Predicting the future has never been more challenging - not because of the lack of data but because of the flood of ungoverned and risk laden information. Microsoft states that 2.5 exabytes of data are created every day. Expectations and reliance on data are being pushed to the limits, as demands around hybrid options continue to grow.