PRESS RELEASE: Verint® Systems Inc. announced that a global credit union has implemented its Impact 360® Workforce Optimization™ suite to help unify the organization’s formerly disparate service applications. Already an existing user of Verint’s recording and quality monitoring solutions, the financial institution is working to standardize on a single workforce optimization (WFO) platform to further improve operational efficiency, heighten service delivery and manage costs.
This credit union has implemented Verint’s WFO suite throughout multiple contact centers and across more than 2,500 seats.* Adding capabilities—such as speech analytics, workforce management, performance management, coaching and elearning—it is now using Actionable Intelligence® even more effectively to heighten its member experiences.
With Impact 360 from Verint, organizations can capture, analyze and act on customer and member interactions, their direct and indirect feedback, and other business intelligence to optimize workforce performance and better understand the why behind customer and employee actions in order to make faster, better informed decisions.
“We’re always pleased when we can demonstrate the value of our enterprise-wide workforce optimization solutions to existing customers,” says Jim Catalino, senior vice president, Americas, Verint Enterprise Intelligence Solutions™. “By aligning its WFO strategy and practices with enterprise business goals, this credit union is not only able to improve internal processes and workforce performance, but also uncover the trends that ultimately impact its members in order to achieve across-the-board satisfaction and loyalty.”
Impact 360 is a suite of enterprise workforce optimization software and services that help organizations drive customer engagement and improve overall service experiences—from interactions in contact centers to operations in branches, marketing and customer care, and the back office. Click here to learn more.
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® (NASDAQ: VRNT) 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 New York, Verint has offices worldwide and an extensive global partner network. For more information, visit www.verint.com.
* The Verint solution was purchased in November 2012 and has undergone a multi-phased rollout.