|By Business Wire||
|June 12, 2014 11:24 AM EDT||
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.
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 respective owners.
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