Welcome!

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.

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.

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
Predictive analytics tools monitor, report, and troubleshoot in order to make proactive decisions about the health, performance, and utilization of storage. Most enterprises combine cloud and on-premise storage, resulting in blended environments of physical, virtual, cloud, and other platforms, which justifies more sophisticated storage analytics. In his session at 18th Cloud Expo, Peter McCallum, Vice President of Datacenter Solutions at FalconStor, will discuss using predictive analytics to ...
WebSocket is effectively a persistent and fat pipe that is compatible with a standard web infrastructure; a "TCP for the Web." If you think of WebSocket in this light, there are other more hugely interesting applications of WebSocket than just simply sending data to a browser. In his session at 18th Cloud Expo, Frank Greco, Director of Technology for Kaazing Corporation, will compare other modern web connectivity methods such as HTTP/2, HTTP Streaming, Server-Sent Events and new W3C event APIs ...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
At first adopted by enterprises to consolidate physical servers, virtualization is now widely used in cloud computing to offer elasticity and scalability. On the other hand, Docker has developed a new way to handle Linux containers, inspired by version control software such as Git, which allows you to keep all development versions. In his session at 17th Cloud Expo, Dominique Rodrigues, the co-founder and CTO of Nanocloud Software, discussed how in order to also handle QEMU / KVM virtual machin...
SYS-CON Events announced today that FalconStor Software® Inc., a 15-year innovator of software-defined storage solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. FalconStor Software®, Inc. (NASDAQ: FALC) is a leading software-defined storage company offering a converged, hardware-agnostic, software-defined storage and data services platform. Its flagship solution FreeStor®, utilizes a horizonta...
Silver Spring Networks, Inc. (NYSE: SSNI) extended its Internet of Things technology platform with performance enhancements to Gen5 – its fifth generation critical infrastructure networking platform. Already delivering nearly 23 million devices on five continents as one of the leading networking providers in the market, Silver Spring announced it is doubling the maximum speed of its Gen5 network to up to 2.4 Mbps, increasing computational performance by 10x, supporting simultaneous mesh communic...
Sensors and effectors of IoT are solving problems in new ways, but small businesses have been slow to join the quantified world. They’ll need information from IoT using applications as varied as the businesses themselves. In his session at @ThingsExpo, Roger Meike, Distinguished Engineer, Director of Technology Innovation at Intuit, showed how IoT manufacturers can use open standards, public APIs and custom apps to enable the Quantified Small Business. He used a Raspberry Pi to connect sensors...
Father business cycles and digital consumers are forcing enterprises to respond faster to customer needs and competitive demands. Successful integration of DevOps and Agile development will be key for business success in today’s digital economy. In his session at DevOps Summit, Pradeep Prabhu, Co-Founder & CEO of Cloudmunch, covered the critical practices that enterprises should consider to seamlessly integrate Agile and DevOps processes, barriers to implementing this in the enterprise, and pr...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
The principles behind DevOps are not new - for decades people have been automating system administration and decreasing the time to deploy apps and perform other management tasks. However, only recently did we see the tools and the will necessary to share the benefits and power of automation with a wider circle of people. In his session at DevOps Summit, Bernard Sanders, Chief Technology Officer at CloudBolt Software, explored the latest tools including Puppet, Chef, Docker, and CMPs needed to...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
Let’s face it, embracing new storage technologies, capabilities and upgrading to new hardware often adds complexity and increases costs. In his session at 18th Cloud Expo, Seth Oxenhorn, Vice President of Business Development & Alliances at FalconStor, will discuss how a truly heterogeneous software-defined storage approach can add value to legacy platforms and heterogeneous environments. The result reduces complexity, significantly lowers cost, and provides IT organizations with improved effi...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
It's easy to assume that your app will run on a fast and reliable network. The reality for your app's users, though, is often a slow, unreliable network with spotty coverage. What happens when the network doesn't work, or when the device is in airplane mode? You get unhappy, frustrated users. An offline-first app is an app that works, without error, when there is no network connection.