Financial Services Organization Leverages Verint Software to
Enhance Operational Efficiency, Support Compliance Requirements and
Mitigate Risk
Verint® Systems Inc. (Nasdaq: VRNT) today announced
that CreditEase—a leading FinTech company in China, specializing in
small business and consumer lending as well as wealth management
for high net worth and mass affluent investors—is leveraging Verint
Speech Analytics™, along with Call Recording™ and Quality
Management™, to support the transformation of its customer
engagement platform.
Since implementing the Verint software solutions, CreditEase has
experienced improvements in operational performance and reports an
increase in the use of digital channels through omnichannel service
strategies. The ability to assess larger data samples, focus on
important interactions, gain customer intelligence and target
coaching to employees also has helped the organization enhance
service delivery and the customer experience.
CreditEase also reports that it has saved operating costs of 45
percent on an annual basis by reducing print and mailed financial
statements as customers have migrated to the use of digital
channels and self-service e-statements. Its quality assurance
initiatives also have yielded benefits in terms of generating an
additional 30 percent savings by helping personnel become even more
effective in their roles. The organization’s customer satisfaction
ratings also have increased, in part due to a sharp reduction (by
80 percent) in billing-related complaints.
According to Luey Fang, general manager of CreditEase’s customer
services center, “Contact centers across the industry face common
challenges when it comes to how to manage customer calls and
generate valuable insights for decision-making. Our goal has been
and continues to be on operational excellence and the delivery of
great customer experiences. Therefore, we must have quality,
accuracy and excellence at the center of all we do.”
Helping it achieve its operational, quality, service-level,
compliance, customer satisfaction and digital objectives has been
Verint Call Recording, Quality Management and Speech Analytics,
which the organization deployed in late 2015.
“With Verint Speech Analytics we automatically monitor and
analyze all phone calls to gain insights into risk and compliance.
Previously, we could only screen a very small sample, representing
three to five percent of all calls. Using Verint, we have greater
access, greater analytics and greater visibility,” explains Fang.
“These newly surfaced insights provide actionable intelligence for
decision-making, from which agent training is introduced for
compliance requirements and to mitigate risk. This is absolutely
critical to helping ensure our long-term business growth, enforcing
the important value Verint solutions bring.”
“As consumers constantly switch between devices when interacting
with businesses, customer engagement has become more sophisticated
than ever before. Nothing can tell you more about your business
than analyzing your customer calls,” notes Issey Ende, Vice
President, North Asia, Verint Systems.
“We’re pleased to see our recording and speech analytics
solutions helping CreditEase leverage intelligence from
interactions to drive greater value, heighten the customer
experience and met regulatory objectives. We look forward to
building on the momentum as contact centers continue to evolve with
an increased focus on customer experiences and engagement.”
About CreditEaseCreditEase is a leading FinTech company
in China, specializing in small business and consumer lending as
well as wealth management for high net worth and mass affluent
investors. It is a Standing Committee member of China’s Internet
Finance Industry Association and Chairman of Beijing Marketplace
Lending Association. Its majority owned subsidiary Yirendai (NYSE:
YRD), an online consumer finance marketplace, is listed on the New
York Stock exchange.
About Verint Systems Inc.Verint® (Nasdaq: VRNT) is a
global leader in Actionable Intelligence® solutions with a focus on
customer engagement optimization, security intelligence, and fraud,
risk and compliance. Today, more than 10,000 organizations in
approximately 180 countries—including over 80 percent of the
Fortune 100—count on intelligence from Verint solutions to make
more informed, effective and timely decisions. Learn more about how
we’re creating A Smarter World with Actionable Intelligence® at
www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management’s expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2016, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2016, and
other filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
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Verint Systems Inc.Industry
Information:Dorothy Cheng, (+852)
35895429dorothy.cheng@verint.comorCandace Flynn,
303-254-7152candace.flynn@verint.comorInvestor Relations:Alan Roden,
631-962-9304alan.roden@verint.com
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