Top Global Public Pension Fund Implementing Verint Customer Engagement Optimization for Efficient Member Service Experiences

PRESS RELEASE: Verint® announced that one of the top global public pension funds is implementing more of its workforce optimization (WFO) suite, as well as adding desktop and process analytics software to its technology portfolio.

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By extending its investment1 in Verint Workforce Optimization™, the pension fund is advancing its ability to support a growing member base with needs for retirement funding and benefit administration. Using the WFO solution, its customer engagement centers can automate staff forecasting and scheduling, track schedule adherence, and deliver advanced performance management and eLearning capabilities.

Based on the success of its initial Verint Workforce Optimization deployment, the organization added Verint Desktop and Process Analytics™ and is in the process of deploying the solution to help address data privacy requirements and gauge the efficiency of employee desktop tools to drive greater efficiency. This includes the ability to provide real-time guidance on next-best actions across different systems, applications and processes. By enabling these aspects of customer service operations to be tracked, measured, analyzed and refined, the software helps customer and member service organizations improve efficiency and effectiveness, reduce costs and liability, and enhance the customer experience.

“We’re delighted that one of the largest global retirement systems is realizing the benefits and value of Verint’s workforce optimization, and that it extended its investment and is now deploying additional solutions to help meet members’ needs,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “As the open enrollment period for 2016 health and retirement benefits kick off, the organization’s customer care center will be well positioned to support the increased number of membership calls for assistance.”