Verint Makes Debut in Enterprise Feedback Management Category with Service Leader Award.
Customer New York Life Wins Service Elite Recognition for Verint Implementation.
Verint® Systems, Inc. today announced that its next-generation Impact 360® Workforce Optimization suite earned the coveted CRM magazine “Service Winner” award, the highest honor, in the category of Workforce Optimization (WFO), along with a “Service Leader” award in the Enterprise Feedback Management category. Verint® Witness Actionable Solutions® customer New York Life also received top recognition with the “Service Elite” honor—acknowledging the insurance provider’s outstanding metrics for its customer service initiatives, customer-centric focus and use of Verint’s Impact 360 software.
Verint and Impact 360 Workforce Optimization Sweeps the Ratings
For the third year in a row, Verint’s Impact 360 Workforce Optimization suite was named the Service Winner in CRM magazine’s annual awards program. According to the publication, the company “outpaced the competition in two of the three rating segments in 2009,” and this year took the lead in all three categories - focusing on reputation for customer satisfaction, depth of functionality and company direction. Judges also noted Verint’s recent innovations in speech analytics and partnership with SAP as additional factors supporting its top placement.
According to Saddletree Research Chief Analyst Paul Stockford, a judge in this year’s program, “Verint powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. Verint has it all.”
Company Makes Enterprise Feedback Management Debut
New this year, Verint received CRM’s Service Leader honor with its first appearance in the Enterprise Feedback Management category. The company secured solid scores and recognition for its technology and development across customer surveying, as well as its “voice of the customer” data integration capabilities with CRM processes. Verint’s heritage, strong track record and innovation in telephony, call quality management, voice monitoring and analytics—including its dynamic Impact 360 Customer Feedback solution—were contributing factors to it earning the honor.
Impact 360 Customer Feedback - part of the company’s Impact 360 Workforce Optimization suite - helps engage organizations’ customers with short, context-based surveys immediately after interacting with an agent. This enables companies to gather data on their products, processes and staff performance, along with customer loyalty and satisfaction levels, in real time. As a result, customer service operations can identify and measure the effectiveness of their people, products and processes, including identifying specific areas for improvement.
New York Life’s Customer Service Shines
New York Life was selected for the Service Elite award based on the clear and quantitative benefits Verint’s Impact 360 implementation has delivered to the company’s service organization. After implementing the WFO software, New York Life, one of the largest life insurers in the world, significantly reduced attrition and share of overtime shifts, as well as increased productivity, outbound sales, first call resolution and overall customer satisfaction.
“Managing the customer experience is a top priority for New York Life. And in support of that initiative, we focus in part on metrics achieved in the contact center - what gets measured will get done,” shares Gian Brackin, assistant vice president of administration and reporting, New York Life. “Our commitment to customer service is one of the reasons why we selected Verint’s Impact 360 solution. As a result, we have seen internal benefits - such as empowering agents to be more productive - help drive external successes by boosting customer satisfaction scores.”
“We are thrilled that Verint and our Impact 360 solution have, for the third consecutive year, been recognized with CRM’s Service Winner award. Further, New York Life, a long-time Verint customer, being honored in these distinguished annual awards makes the recognition all the more satisfying,” comments Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “Our customers and the market at-large continue to recognize our innovation, commitment and the hard work of our employees and partners. Our staff is dedicated to helping organizations optimize workforce performance, increase efficiencies, enhance the overall service experience and build loyalty.”
CRM magazine's seventh annual CRM Service Awards honor the vendors, consultants and end-user companies focused on high-quality customer experiences through the sophisticated integration of people, processes and technologies. Recipients of the 2010 Service Awards were determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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 year ended January 31, 2009. 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, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.