PRESS RELEASE: Verint® announced that one of the largest insurance companies in the United States is implementing its Quality Management™ software, part of the company’s Workforce Optimization™ suite. The organization selected the Verint solution to simplify business operations, continue its move to a single-vendor platform and realize a more impactful return on its technology investment.
Leveraging Verint Quality Management (QM), the insurance provider plans to drive more effective and personalized customer engagement across the organization. It selected Verint’s software based on its reputation for exceptional reliability and cost effectiveness. Moving to a single-vendor QM platform was also a driver to simplify the technology footprint across its multiple customer engagement centers. These factors were critical during its evaluation process to help ensure its investment reinforced and supported its customer-centric service model.
Verint Quality Management helps contact center operations evolve from traditional monitoring and random call sampling toward insightful, focused, high-quality programs that incorporate the voice of the customer. All attributes of a customer interaction-including voice conversations and associated screen data, email, web chat sessions and more-can be evaluated from a single screen, helping automate quality assurance. The software also can identify the types of calls that may be the most important and ties analytics, coaching, scorecards and training together to help employees develop and extend their skills and improve customer experiences and engagement.
The insurance organization selected the Verint solution in mid-2015.