Verint® Systems Inc. (NASDAQ: VRNT) today
announced that defacto.call center & dialog, a leading
provider of telemarketing and call center services, is using its
Impact 360® Speech Analytics solution, a complement to its
existing quality monitoring software from Verint Witness Actionable
Solutions®. Recognized as an organization that supports new and
innovative technologies, defacto.call center & dialog
implemented Impact 360 Speech Analytics in November 2009 to help
improve its business processes across the enterprise, as well as
reduce costs through call avoidance. As a result, the solution has
enabled it to further enhance its services, meet client
requirements and enhance the customer experience.
“We wanted to gain insight into what was happening across our
business and deeper intelligence into all aspects of service
operations for the clients we partner with and represent,” says
Gerald Schreiber, managing partner for defacto.call center &
dialog, on the reason why Verint’s Impact 360 Speech Analytics
software was the company’s top choice and latest addition to its
growing workforce optimization portfolio. “In our view, speech
analytics promises a wealth of new knowledge and potential for
improvement, opportunities and ways to enhance both our own
processes and technologies, and those on behalf of our
clients—including how customers respond to their products,
services, offerings and campaigns.”
Automating Root Cause Analysis
Using Impact 360 Speech Analytics, defacto.call center &
dialog is benefiting from the ability to discover why certain calls
-- such as complaints or more time consuming interactions --
increase or decrease in frequency. The software mines and
identifies the common threads and reasons behind increased call
volumes, which often include issues unrelated to the contact
center—such as incorrect invoicing, sales letters sent to the wrong
person/account or those in need of further explanation, or errors
on the website.
“Speech analytics alerts us to client and business dynamics that
we predefine, as well as those we don’t even know to look for,
making it an especially powerful tool. It also is helping us reduce
costs by optimizing processes and making other adjustments that
have resulted in call avoidance,” adds Schreiber. “Customers are
more satisfied when their questions are addressed without having to
call into a contact center for further clarification.”
Managing Cost Allocation
The Impact 360 solution also enables defacto.call center &
dialog to pinpoint the origination or source of calls that drive
costs into the contact center. If volume increases due to billing
inaccuracies, the organization can take this information, run the
numbers and determine the costs related to the inaccuracies.
Schreiber explains, “This provides contact center managers with
direct evidence to show how much money they have saved the company
by optimizing processes and avoiding calls.”
“We’re very pleased that defacto.call center & dialog is
further enhancing its services and providing added value to its
customers with speech analytics. The ability to pinpoint problems
before they escalate, help customers improve their internal
processes, and enhance the customer experience represents a strong
competitive advantage and makes for an especially powerful business
tool,” adds David Parcell, managing director EMEA, Verint
Systems.
About defacto.call center & dialog
As a part of the defacto.gruppe group, defacto call center GmbH
is a leading service provider for complex call center projects. It
stands for hi-tech equipment, efficient processes, elaborate
recruitment and highly qualified call center agents. defacto
provides call center services to retain customers and deliver
customer services via phone and email in 15 languages. Our awards
include “TOP JOB 100”—the best employers in Germany—and the “Call
Center Forum Quality Award for Employee Orientation” and confirm
our dedication to quality, employee satisfaction and development.
For details go to www.defacto-callcenter.de.
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 and our Quarterly Report on Form 10-Q for the
quarter ended July 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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