Verint® announced that a worldwide credit card leader is implementing a wide range of solutions from its Customer Engagement™ portfolio. This deployment follows the organization’s current use of Verint’s workforce optimization technology, and supports its commitment to the delivery of consistent, quality service to customers through its US contact centre operations.
With a focus on enhancing customer experiences and employee engagement, the company is deploying further solutions from Verint’s workforce optimization (WFO) suite—such as workforce management, performance management, and desktop and process analytics—while adding others from the company’s voice of the customer (VoC), employee engagement and engagement channels suites.* These include VoC solutions such as speech analytics; employee engagement solutions like employee desktop and case management; and engagement channels solutions that include email/secure messaging and web chat.
The credit card company’s investment in the broader Verint Customer Engagement portfolio will enable it to consolidate inbound contact volumes from more than 40 BPOs, bringing more contact center operations in-house—while providing additional tools to support its employees, advancing service delivery and consistency across channels, and enhancing the overall customer experience.