Verint® Systems Inc. (NASDAQ: VRNT) today
announced that it has been named CRM magazine’s prestigious
“Service Winner”--the publication’s highest honor—in the category
of Workforce Optimization (WFO) Suite. Marking the company’s fourth
consecutive year winning this top WFO honor, CRM’s editors stated
that “there is no doubt among analysts that Verint Witness
Actionable Solutions® is the clear leader in WFO” as shown through
its leading scores across all three evaluation criteria.
In addition, Verint customer VSP Vision Care, the nation’s
largest not-for-profit vision benefits and services provider,
earned the publication’s “Service Elite” award for its
implementation of Verint’s Impact 360® Workforce Optimization™
suite. Designed to recognize excellence in the year’s top
deployments, VSP was one of only four organizations to receive this
distinct honor for what CRM cited as “stellar success and
rock-solid ROI using CRM processes and technology” through both
hard and soft ROI results.
Verint Tops Leader Board in Customer Satisfaction, Product
Functionality and Company Direction
The CRM Service Awards, as announced in the March 2011 issue of
CRM magazine, rate the top four vendors in seven categories based
on a composite score across three core areas: reputation for
customer satisfaction, depth of product functionality and company
direction. For the fourth consecutive year, Verint has been named
to the top WFO position, and in 2011, it again has outscored each
of its contenders across all three evaluation categories.
According to the CRM editorial team, “The company’s Impact 360
solution is seen by analysts as the gold standard by which all
other WFO solutions are evaluated.” The company’s high marks,
according to the analyst community, are grounded in its product
leadership and vision, advancements in analytics, ease of use, and
reputation for innovation and customer care.
Ian Jacobs, senior analyst of customer interaction technologies
at Ovum, notes that “Verint is the pinnacle of the WFO market…They
are the most well-situated of all the vendors.”
Paul Stockford, chief analyst for Saddletree Research, adds, “On
the WFO side, nobody can touch Verint. They are an established
leader with a clear vision for the future and the proven ability to
execute on that vision.”
Looking at the WFO market at large, the publication pointed to
growing demand for more sophisticated and real-time analysis, as
well as a rise in the traction of WFO software suites not just in
the contact center itself, but beyond into other areas of the
enterprise.
Impact 360 Helps VSP Achieve Service Improvements and Cost
Savings
In addition its analysis of vendors serving the WFO market, each
year CRM magazine also examines how the technology is used as a
strategic tool in customer environments. After evaluating use cases
from what it calls “an industry that abounds with outstanding
service deployments,” the publication narrowed in on four distinct
winners to represent its “Service Elite” for 2011. Among those to
receive the honor was Rancho Cordova, California-based VSP Vision
Care, the nation’s largest not-for-profit vision benefits and
services provider, with more than 56 million members and 27,000
doctors.
Factors that resulted in this distinction for the company
surround the clear and quantitative benefits it has achieved
following its Verint Impact 360 Workforce Optimization
implementation. From supporting its corporate “One Voice” focus and
its “Be the Best” customer care initiative, Impact 360 has helped
VSP improve knowledge flow and information sharing company-wide,
enhance customer service with a unified view of customer histories
across channels and sources, and gain a host of efficiencies that
have resulted in cost avoidance savings. Among these are documented
savings that amount to more than $3 million in savings, which were
achieved by enhancing contact center call handling times, agent
availability and shift scheduling. According to VSP, improved first
contact resolution generated an additional cost-avoidance savings
of approximately $900,000.
“Maintaining high levels of customer service is of utmost
priority for VSP Vision Care,” says Dan Salter, director of
customer care operations at VSP. “As we reevaluated our customer
care processes, procedures, staffing management and technology, our
organization partnered with Verint because we knew the Impact 360
Workforce Optimization suite would help us complete our overall
mission to bring forth the best across our systems, service, people
and the value VSP delivers. The results speak for themselves, with
improved service levels, enhanced employee productivity and
performance, and ROI exceeding $3 million dollars.”
“To have both Verint and VSP Vision Care honored in CRM’s
Service Awards program this year is a tremendous honor,” adds Nancy
Treaster, senior vice president and general manager, Verint Witness
Actionable Solutions. “It reflects what the market and especially
our customers think about our vision and continued market
innovation, as well as our ongoing commitment to their success--as
reflected through the highest customer satisfaction scores.”
About CRM Magazine and the 2011 CRM Service Awards
CRM magazine is the publication of record covering the field of
customer relationship management. Featuring a unique blend of
strategic business information, case studies and in-depth analysis,
it targets five main categories of readers—all important at
different stages of a CRM program’s life cycle: executive
management; sales, marketing and customer service management; and
IT management. CRM is part of New York-based CRM Media, a division
of Information Today, Inc.
CRM’s 12th Annual CRM Service Awards honor the vendors,
consultants and end-user companies focused on high-quality customer
experiences through the sophisticated integration of people,
processes and technologies. Recipients of the 2011 Service Awards
were determined through an extensive process and proprietary rating
formula that involves industry analysts, financial and corporate
information, product and functionality assessments and scores
reflecting customer satisfaction. Each leader was graded on
three criteria—customer satisfaction, depth of functionality and
company direction.
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, text
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,
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 October 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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