Leading Mortgage Services Provider Implements Verint Customer Engagement Optimization Solutions

PRESS RELEASE: Verint® announced that a leading U.S.-based mortgage services provider has extended its investment by deploying additional Verint Workforce Optimization™ (WFO) and Customer Analytics™ solutions to further its focus on customer and employee engagement and satisfaction.

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Based on successes using Verint WFO solutions that include quality management, workforce management and eLearning, the mortgage services provider saw an opportunity to take the software’s impact further into its customer service operations. This led to an additional investment in Verint analytics solutions—including speech analytics and desktop and process analytics—along with performance management in mid-2015.

Leveraging the combination of its growing Verint solution set, the mortgage services provider has greater visibility into trends, opportunities and the root causes prompting customer calls. The Verint solutions also help the organization adhere to new and existing data privacy requirements. Additionally, by leveraging advanced analytics, it gauges the configuration, navigation paths and usage of employee desktop systems and processes to help agents excel in their jobs and serve customers even more effectively. With these complementary capabilities, the mortgage services provider can take a proactive and pointed approach to enhance efficiency; reduce liability and costs; and improve the overall customer experience.