Verint® Systems Inc. (NASDAQ: VRNT) today
announced that Telvista, a leading call center outsourcer in
North America, is leveraging the next-generation Impact 360®
software and value-added services from Verint Witness Actionable
Solutions®. A Verint customer for over a decade, Telvista is
focused on delivering creative, high-quality customer care
solutions. To further support that mission, the company has
continued to enhance its investment in Verint technology, gaining
tangible results in quality scores, staff performance and customer
satisfaction.
As a provider of outsourced customer care solutions to a broad
range of mid-size and Fortune 1000 clients, Telvista offers
Verint’s next-generation solutions to fulfill requests from its
customer base for a unified quality monitoring (QM) solution with
the most advanced capabilities. Impact 360 Quality
Monitoring--which is used across seven of Telvista’s centers
located throughout the United States and Mexico—combines powerful
QM with encryption management, performance management, eLearning
and custom reporting capabilities.
Since implementing Impact 360, Telvista has continued to deliver
real value to its clients. For one large telecommunications client,
the outsourcer deployed Impact 360’s quality monitoring and
reporting analysis to help drive a four percent improvement in
first call resolution (FCR) over a six-month period. This resulted
in higher Net Promoter Scores® and an increase in overall customer
satisfaction for the client. Telvista’s Net Promoter® program
identifies loyalty scores so clients know where to improve
processes, and therefore build sales and increase revenue.
These results also complement positive gains in quality scores
across the company itself, ranging from 10 to 25 percent among its
various programs. In addition to the benefits Telvista clients
receive, the Verint solution enables its agents to listen to their
own calls, which has improved staff understanding of the power of
quality assurance and how they each play a vital role. Further, it
has helped Telvista take development and training to the next level
with eLearning by making lessons available on the desktop at the
most opportune times, in addition to advancing employee skills and
building awareness of new corporate products, programs and
processes.
Telvista offers encryption capabilities via Impact 360 to its
clients and their customers, supporting Payment Card Industry Data
Security Standards (PCI DSS), as well as its own compliance focus.
The added functionality helps protect sensitive customer and
cardholder data when recorded, as well as when in transit and
archived, securing it from unauthorized access.
Additionally, Impact 360 Quality Monitoring is helping Telvista
provide its customers with audio and screen recording, designed to
increase operational effectiveness and enhancing the customer
experience. This is complemented by agent evaluation and reporting
capabilities designed to help improve agent performance, while
role-appropriate scorecards and predefined key performance
indicators track how agents are performing against their goals.
“Partnering with an innovative market leader like Verint
positions us to provide the benefits associated with cutting-edge
technology to our clients, along with additional capabilities as
their needs expand,” comments David Arellano, chief operating
officer, Telvista. “We are excited about our quality initiative and
how it is helping us take customer service operations to the next
level—with Verint’s Impact 360 playing a key role.”
“Verint is committed to customer success. Our longstanding
partnership with Telvista is a great example of how we are helping
our customers improve performance, quality and the customer
experience with our innovative software,” says Nancy Treaster,
senior vice president and general manager, Verint Witness
Actionable Solutions. “Our goal is to provide Telvista with the
solutions and services it needs to maintain a competitive edge,
produce satisfied customers and sustain business growth.”
About Telvista
Telvista, Inc. provides contact center solutions to a broad
range of mid-size and Fortune 100 clients. Telvista’s high quality,
cost-efficient nearshore and onshore centers provide a competitive
advantage for clients with both English and Spanish speaking
customers. With contact centers strategically located throughout
the US and Mexico, Telvista’s superior technologies and quality
personnel deliver a range of customer contact center options,
including product support and help desk solutions, customer service
support, and sales programs. Net Promoter, NPS, and Net Promoter
Score are trademarks of Satmetrix Systems, Inc., Bain &
Company, and Fred Reichheld. For more information about Telvista,
please visit www.telvista.com.
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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