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IVR Featured Article

Financial Firm Chooses Verint's Solution to Analyze Customer Data Across Multiple Channels

August 21, 2012

One of the world’s largest financial services firms has decided to implement Verint (News - Alert) Systems Inc’s Impact 360 for Retail Financial Services solution, which includes unified software and services for forecasting, scheduling, and time off management. The organization will leverage the Verint solution to achieve efficiencies by employing a practical, automated approach to branch productivity and performance. 

Based in N.Y., Verint  serves the global enterprise intelligence market with Actionable Intelligence solutions and value-added services. Its Enterprise Intelligence Solutions and Security Intelligence Solutions help organizations capture and analyze complex, underused information sources such as voice, video, and text to enable effective decisions. 

“Voice of the customer analytics has become its own suite sitting on top of workforce optimization,” D.Daniel Ziv, vice president of Verint, told TMCnet in an exclusive interview at SpeechTEK (News - Alert) in New York City last week.

Verint Enterprise Intelligence Solutions help organizations analyze customer interactions 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, enhancing products, reducing operating costs, and driving revenue. 

Text Analytics, Survey Software and Speech Analytics are three essential components, according to Ziv. “You need these components all together because different channels represent different conversations that customers are having with companies”

“When you don’t have enough data about customers, you can go back to old voice calls, and you can find out. By pulling data from different sources we can figure out the full picture,” he continued.

The addition of Impact 360 for Retail Financial Services has extended the organization’s investment in Verint software, as well as combined information from different systems within multiple customer service departments for a centralized approach to operations and customer engagement.

Impact 360 offers customers automated scheduling, integrated with volume and customer traffic forecasts to align resources to customer requirements. Branches then can deploy the right number of staff with the skills based on forecasted demand, employee availability, and past schedule patterns. Since the Verint solution is web-enabled, branches can also manage employee preferences for work hours and time off locally, and enforce shift lengths and breaks.

“The combination of automation, operational intelligence, and resource and process optimization are playing increasingly key roles in driving customer engagement, loyalty and value—helping organizations excel and gain an edge in their highly-competitive markets,” said Nancy Treaster, general manager, strategic operations, Verint Enterprise Intelligence Solutions, in a statement.

Ziv told TMCnet that by analyzing customer data and finding out what language customers would use before leaving, Verint recently helped a client figure out why so many of its customers were leaving. Verint compared successful customer interactions and unsuccessful interactions, and through analytics, Verint found out that the script that the call center gave agents was ineffective for upselling. With the help of Verint’s solutions, the company saved 86 percent of customers by having agents follow up with the customers.

“We can link all the channels together and show you the customer journey across all of those channels,” Ziv explained. “We are trying to get where the customer is most likely to respond to you.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman


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