Company Enhances Service and Increases Customer Satisfaction with Verint Impact 360 Workforce Optimization
MELVILLE, N.Y.--()--Verint® Systems Inc. (NASDAQ: VRNT) today announced that its customer Honda Canada Finance Inc.—a provider of financing and leasing options for Canadian consumers for Honda and Acura automobiles—has been honored with Ventana Research’s 2012 “Contact Center Excellence” Leadership award based on its use of Impact 360® Workforce Optimization™. The Ventana Research Leadership Awards program, presented in November 2012, highlights organizations that have advanced their business leadership by effectively utilizing people, processes, information and technology to realize the best outcomes. “We are delighted to see Honda Canada Finance recognized for its dedicated focus on driving customer satisfaction and for the ways it has propelled technology and processes that support its commitment to service excellence”“We congratulate Honda Canada Finance and Verint on receiving this prestigious award,” says Mark Smith, CEO and chief research officer, Ventana Research. “The results speak for themselves. Together, they have achieved real-world impact by optimizing customer satisfaction scores, and driving service levels and operational efficiencies. It truly is a showcase application of impactful contact center technologies.”
Honda Canada Finance selected the Verint software with specific goals in mind: to increase team efficiency, place an emphasis on customer satisfaction and maintain a consistent communications platform across multiple contact centers. In order to achieve this, the organization deployed Impact 360 Workforce Optimization (WFO) to obtain a unified approach for quality monitoring (QM) and call recording, workforce management, eLearning, performance management, enterprise feedback management and surveys. The enterprise WFO solution has delivered Honda Canada Finance an offering that provides real-time access to intelligence across its centers, enabling it to capture and analyze customer interactions, uncover trends, discover the root cause of employee and customer behaviors, and make faster, better decisions.
When Honda Canada Finance first started its quality program and tracking scorecards, associates averaged 64 percent. Today, QM scores exceed 90 percent—a big improvement and direct result of more focused training, process improvement and service levels.
“We are delighted to see Honda Canada Finance recognized for its dedicated focus on driving customer satisfaction and for the ways it has propelled technology and processes that support its commitment to service excellence,” comments Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise 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 Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network. 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, 2012 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2012, 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, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, VOVICI, GMT, 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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http://www.businesswire.com/news/home/20130211005028/en/Honda-Canada-Finance-Wins-Leadership-Award-Ventana
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