Verint® Systems Inc. (NASDAQ: VRNT) today
announced that VSP® Vision Care, the largest
not-for-profit vision benefits and services company in the United
States, has been named its 2010 “Innovator of the Year.” The honor,
designed to recognize workforce optimization (WFO) professionals,
focuses on new approaches to today’s customer service operations,
and programs and initiatives that advance the customer
experience.
Presented with the award during the 14th Annual Verint Witness
Actionable Solutions® Driving Innovation™ user conference in May
was Dan Salter, director of customer care operations at VSP Vision
Care. Salter was recognized for both his leadership and his team’s
role in leveraging WFO in support of the organization’s focus on
culture, innovation and world-class customer service — and for
achieving results that have yielded some $3 million in savings for
the company in the first year alone.
With VSP Peak Service — the organization’s focused approach to
delivering world-class customer service to its more than 55 million
members and over 26,000 doctors — VSP has continued to advance its
operations. It was through its “One Voice” focus on technology that
VSP first began using Verint’s Impact 360® Workforce Optimization
software as an enabling solution to help foster a performance
culture grounded in four key areas: systems, service, value and
people — the latter for which the company has been cited as one of
Fortune magazine’s “100 Best Places to Work.” During the same time,
the VSP Customer Case division launched “Be the Best,” a program
designed to provide a full review of customer care processes,
procedures, human resource management and technology.
Says Laura Costa, Chief Operating Officer, VSP Vision Care,
“Delivering world class service to our members and doctor network
are vital to VSP’s success and core to our culture. Innovation,
teamwork and customer-centric thinking are why Dan Salter, his team
and our full customer service operation are making such a visible
impact.”
“This recognition is a great honor and reinforces the investment
and commitment that has gone into our VSP Peak Service approach to
the customer experience. With workforce optimization and
speech/data analytics, we’re able to think about our business in
new ways. Beyond savings, this approach is yielding impressive
results through increased customer satisfaction, deeper insight
into customer service representative efficiency and productivity,
and enhanced coaching, training and performance.”
VSP leverages Verint’s next-generation Impact 360 Workforce
Optimization suite. As it implemented the solution -- and in tying
back to the One Voice and Be the Best programs -- the organization
worked closely with Verint to review the policies, processes and
procedures in its contact centers. It also worked with Verint’s
Business Enablement Program to align organizational, customer and
agent objectives, which in turn have enabled VSP to put the
technology into use more effectively.
Since implementing Impact 360, VSP has improved its contact
center handle times, customer service representative (CSR)
availability and shift scheduling — efficiencies that have resulted
in multi-million dollar savings in year one alone. VSP also has
experienced gains in the way of reduced workforce management
administration, enabling it to leverage flexible scheduling for
better efficiency. Further, the organization is tracking CSR
efficiency and productivity, enabling it to better manage its
workforce, while delivering a world-class customer experience with
VSP Peak Service.
About VSP
VSP GlobalSM includes VSP Vision Care, the largest
not-for-profit vision benefits and services company in the United
States with 55 million members; Marchon® Eyewear Inc., one of the
world’s largest manufacturers, designers and distributors of
quality fashion and technologically-advanced eyewear and sunwear;
Eyefinity®/Officemate® which offer innovative solutions and the
premier management software and technology to improve overall
practice management and patient experience; VSP Optics Group,
industry leaders in new technologies, production processes, service
and logistics. Since 1997, VSP has provided more than 580,000
low-income, uninsured children with free eyecare. Through
relationships including those with the American Diabetes
Association and Prevent Blindness America, VSP promotes the
importance of annual eye exams for maintaining eye health and
overall wellness.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in
enterprise workforce optimization software and services. Its
solutions are designed to help organizations of all sizes capture
customer intelligence, uncover business trends, discover the root
cause of employee and customer behavior, and optimize the customer
experience. From contact centers to remote office, branch and
back-office operations, its award-winning, next-generation Impact
360® Workforce Optimization suite is the industry’s most unified
solution set—featuring quality monitoring and recording, workforce
management, customer interaction analytics (speech
analytics, data analytics and customer feedback surveys),
desktop and process analytics, performance management, eLearning
and coaching. Impact 360 helps improve the entire customer service
delivery network, powering the right decisions to help ensure
service excellence and transform organizations into
customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable
Intelligence® solutions and value-added services. Our solutions
enable organizations of all sizes to make timely and effective
decisions to improve enterprise performance and make the world a
safer place. More than 10,000 organizations in over 150
countries—including over 80 percent of the Fortune 100—use Verint
solutions to capture, distill, and analyze complex and underused
information sources, such as voice, video, and unstructured text.
Headquartered in Melville, New York, we support our customers
around the globe directly and with an extensive network of selling
and support partners. Verint is listed on the NASDAQ Stock Market
under the symbol “VRNT.” Visit us at our website
www.verint.com.
This press release contains "forward-looking statements" within
the meaning of the Private Securities Litigation Reform Act of
1995, 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 and uncertainties, 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 year ended
January 31, 2010. 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, the Company assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
NEXTIVA, EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT
360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY,
CONTACTSTORE, and CLICK2STAFF are trademarks or registered
trademarks of Verint Systems Inc. or its subsidiaries. Other
trademarks mentioned are the property of their respective
owners.
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