Verint® Systems, Inc. today announced that Clayton Homes, the United States’ largest manufacturer of modular homes, has deployed Verint solutions working in conjunction with Sound Communications Inc. to enhance the customer experience and support one of the company’s core values: “listen to our customers and each other to get better.”
Clayton Homes has implemented Verint Speech Analytics™ in 12 customer-facing departments across its organization. As an existing user of Verint Call Recording™, it sought a complementary, best-in-breed solution that would allow it to extract intelligence from customer interactions and gain insight into the root cause of customer calls, identify strengths and weaknesses with products and internal processes, and enhance training and development for agents.
The Verint solutions1 are helping Clayton Homes capture, analyze and act on customer feedback that comes into multiple departments and those of the affiliates and family of brands that build, sell, finance, lease and insure its homes. Verint Call Recording provides Clayton Homes with a proven, reliable system for recording, indexing and retrieving voice, screen and other methods of customer interactions. Combined with the strength of Verint Speech Analytics, the organization can quickly and more efficiently mine recorded calls and analyze customer interactions to proactively identify early trends and opportunities, and use that insight to train and develop its employees. Speech analytics also is helping the company analyze a larger percentage of calls to get a more precise, granular view of customer issues and requirements.
“After extensive research, we found that Verint’s recognized industry leadership, long-standing success and customer-centric consultative approach to analytics made it the most logical choice for our investment in both call recording and speech analytics,” says Myk Moreno, call quality manager, Clayton Homes. “Working together with Verint and Sound Communications, we are able to enrich our understanding of what drives customer calls and behaviors across multiple departments in our organization, and use that insight in order to better serve them and ultimately enhance our bottom line.”
“We are delighted to extend our relationship with Clayton Homes as we continue on this journey of optimizing customer engagement,” says Jim Catalino, senior vice president, Americas, Verint Enterprise Intelligence Solutions™. “Our solutions can not only help Clayton Homes understand new trends and customer needs, it can also help it make faster and more effective decisions about customer and employee engagement and overall operations.”
About Sound Communications, Inc.
Since 1983, Sound Communications (soundcommunications.com) has been supplying effective business solutions for leading companies nationwide by helping customers safeguard business interests, refine processes and improve customer and employee retention through state-of-the-art recording and quality monitoring technology.
About Verint Systems, Inc.
Verint® (verint.com) is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries including over 80 percent of the Fortune 100 already benefit from this vision.
1Verint solutions were purchased in 2013.
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, 2015 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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