Leading Organizations Receive Innovator of the Year Awards at Verint’s Annual Driving Innovation Customer Conference
Verint® Systems Inc. today announced the winners of its annual “Innovator of the Year” awards program. Recipients from the winning organizations were honored during the company’s 2013 Driving Innovation™ user conference taking place this week at the Baltimore Marriott Waterfront in Baltimore, Md. In acknowledgement of their proven customer-centric workforce optimization (WFO) strategies, Verint recognized a select group of individuals for their outstanding performance in driving innovation across contact center and back-office environments, customer analytics, and branch excellence. Among this year’s honorees are representatives from Cabela’s, Humana, Express Scripts and Commonwealth Bank of Australia.
“Innovator of the Year” for Contact Center Excellence
Earning the “Innovator of the Year” award for the contact center category was Cabela’s Jason Meyer, contact center technology and business intelligence manager. Meyer plays a key operational role for Cabela’s, the World’s Foremost Outfitter® of hunting, fishing and outdoor gear. As part of the day-to-day business operations of Cabela’s contact center, he helps set the strategic course of the specialty retailer’s efforts in creating the “agile realm of customer experience.” Leveraging Verint’s WFO suite, which has strategically replaced a number of former custom applications, Meyer and team are creating a unified architecture to enhance usability, heighten visibility and collaboration, improve operational efficiency, drive performance, and deliver more accurate, insightful information to keep the customer experience at the forefront and transform the contact center into an enterprise-wide strategic asset.
“Innovator of the Year” for Back-Office Excellence
Brandon Baird, workforce management manager at RightSource, a Humana company, was named as the “Innovator of the Year” winner in the back-office excellence category. Since joining RightSource, the pharmacy provider division of Humana Pharmacy Solutions, Baird has helped revolutionize the company’s prescription mail-order delivery service. Within the past year alone, he led the expansion of the workforce management (WFM) team and completed the implementation of several new WFM components, helping Humana realize the benefits of Verint’s enterprise WFO vision and enhance its already strong customer centricity through productivity improvement, process optimization and cost savings.
“Innovator of the Year” for Excellence in Voice of the Customer Analytics
This year’s Voice of the Customer (VoC) Analytics honor was presented to Katherine Mercer, director of quality for Express Scripts, the country’s leading pharmacy benefit management company. Leveraging Verint’s speech analytics solution, Mercer leads a team focused on driving operational change and optimizing service delivery to constantly improve member experience. Specifically, Mercer and team use speech analytics to mine customer interaction data and generate actionable intelligence data that drives significant business benefits from reducing handle times and call volume, to improving compliance with corporate standards and best practices and enhancing member satisfaction.
“Innovator of the Year” for Branch Excellence
Verint’s Branch Excellence Award was awarded to Geoff Ferris, executive manager, branch productivity and sales force effectiveness for Commonwealth Bank of Australia, Australia’s leading provider of integrated financial services. As part of the bank’s objective to optimize the workforce for its retail channel, Ferris sourced and implemented Verint WFM and desktop and process analytics technology and best practice recommendations into the branch network, and continues to be instrumental in the company’s “Branch of the Future” transformation program. The “Right People, Right Place, Right Time” initiative gave the bank the data it needed to improve productivity beyond its business case expectations and help take customer satisfaction to record levels.
“All of our winners exemplify the breadth of possibilities in Making Big Data Actionable™ and helping transform their organizations with the help of Verint solutions. We congratulate each of our Innovator of the Year Award recipients and the organizations they represent for being forces of change in using the voice of the customer to drive operational excellence,” says Elan Moriah, president, Verint Enterprise Intelligence Solutions™ and Video and Situation Intelligence Solutions™.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (verint.com) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network.
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, 2013 and our Quarterly Report on Form 10-Q for the quarter ended April 30, 2013 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.
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