Verint Customer ING Direct Canada Wins Speech Technology Award
October 10 2011 - 8:30AM
Business Wire
Verint® Systems Inc. (NASDAQ: VRNT) today
announced that customer ING Direct Canada has been recognized by
Speech Technology magazine, earning a 2011 “Implementation Award”
for its successful deployment and use of Verint’s Impact 360®
Speech Analytics™ software. The organization has achieved
significant business benefits using the technology to mine customer
interactions, identify the root causes of customer issues and
increased call volumes, and take a proactive approach to improving
the customer experience.
Headquartered in Toronto, ING Direct Canada has more than 1.6
million clients and $27 billion in assets. Many of the company’s
customer interactions are handled through its contact center, which
leverages Impact 360 Speech Analytics to automatically mine and
analyze thousands--and often millions--of interactions to identify
call types and drivers of interactions into its center. Using the
solution, the organization can search for key phrases and words to
monitor and identify customer needs, resulting in valuable insight
that leads to more effective agent interactions and significant
enhancements to other customer-facing channels, such as the company
website.
David Archard, Head of Analytics and Quality Assurance at ING
Direct Canada, commented in Speech Technology magazine, “We delved
deeper with speech analytics to isolate certain call types to hear
why clients were calling. Once we started doing these deep dives,
we could focus on the ‘whys’ [behind their calls].” In one
instance, ING Direct changed its validation process for taking
verbal passwords over the phone, leading to a six figure savings in
the first year and quadrupling its return on investment (ROI) for
the Verint solution.
ING Direct Canada also learned through Verint’s speech analytics
software that customer service agents required more training in
certain areas. Agents were helping clients, but not always asking
important questions as to why they might be closing their accounts,
for example. In response, the organization developed enhanced
training methods for its agents, which resulted in a 74 percent
increase in retention attempts and the ability to retain more than
50 percent of that business. In addition, it has the ability to
feed data beyond the contact center by sharing valuable customer
insights with departments across the broader enterprise. For
example, today, ING Direct Canada now measures response rates from
marketing campaigns and helps identify ways the contact center can
better manage campaign responses through its front-line team.
“We are delighted to extend our congratulations to the ING
Direct Canada team for its success in maximizing the benefits
inherent in our speech analytics software and for the results it
has achieved,” says Nancy Treaster, senior vice president and
general manager, Verint Witness Actionable Solutions. “To remain
competitive in today’s market, it has become increasingly important
to anticipate market and customer requirements. Companies, like ING
Direct Canada, understand the great value behind the insights
contained in the voices of their customers, and how analytics and
workforce optimization solutions can help unlock their
potential.”
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in
enterprise workforce optimization (WFO) software and services. As
the market’s first 5th-Generation WFO solution, its unified Impact
360® suite enables organizations of all sizes to capture, analyze
and act on customer, business and market intelligence, and optimize
customer experiences. Impact 360 Workforce Optimization™—comprised
of quality monitoring and recording, voice of the customer
analytics (including speech analytics, text analytics and customer
feedback surveys), desktop and process analytics, workforce
management, performance management, eLearning, coaching and
more—serves as a strategic asset across front- and back-office
sales and service operations that help shape the customer
experience. Used by thousands of organizations around the globe,
Verint solutions help improve the entire customer service delivery
network, powering decisions Real Time at the Right Time™ to advance
service excellence across today’s 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 85 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, 2011 and our Quarterly Report on Form 10-Q for the
quarter ended July 31, 2011. 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.
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INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT,
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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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