Alorica Will Create Millions More Insanely Great Customer
Experiences for the World’s Most Valuable Brands, While Leveraging
Verint’s Speech Analytics Solution
Alorica, Inc. and Verint® Systems Inc. (Nasdaq: VRNT) today
announced that Alorica has expanded its advanced analytics and CX
intelligence capabilities that optimize performance and enhance the
customer journey to now include Verint’s advanced Speech Analytics™
technology.
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With Alorica’s enhanced speech analytics capabilities, Fortune
500 brands are better positioned to improve the consumer experience
in their voice channel by solving customer problems faster on the
first call. Additionally, Alorica’s enhanced analytics will enable
the company’s clients to reduce call volume and costs by
identifying ineffective self-serve tools and broken operational
processes, and lower churn by proactively engaging potential
detractors identified by common calling and speech patterns.
Alorica will offer Verint Voice of the Customer™ speech
technology—along with Verint’s Workforce Optimization™ suite—to
clients bundled within its advanced analytics and CX intelligence
solutions.
“Using our digital platform, Alorica is poised to more deeply
analyze the recordings of incoming client calls on a vast scale
that’s unmatched by manual processes or random surveys,” says
Jonathan Lerner, Verint senior vice president and general manager,
Americas. “This means the leading BPO can share real-time
intelligence with its clients to make informed decisions, enhance
experiences, simplify engagement and be certain from nearly every
call what its clients’ customers think, feel, want and need.”
Lerner also notes that Verint’s automated platform quickly
discovers emerging customer topics, detects the root causes of
complaints, measures satisfaction and tracks agent
performance. He adds, “The capabilities don’t stop there.
Alorica is gaining data-driven insights all along the customer
journey path. Even better, it can customize what it measures to
align with each client's unique needs, empowering customers and
employees alike.”
“Alorica is continually evaluating technologies to enhance the
consumer experience while driving greater efficiencies and
alignment with our clients’ goals,” says Jonathan Merrell, chief
information officer at Alorica. “Verint’s suite supports those
objectives and our commitment to transform the consumer experience
through data and experiential analytics. We’re pleased to expand
our relationship with Verint in support of our mission to create
insanely great customer experiences on behalf of our clients.”
As a global industry leader, Alorica delivers customer
engagement excellence to 25 of the Fortune 50 healthcare companies,
six of the 10 largest financial institutions, four of the five
largest telecommunications companies, and five of the largest
retail companies. Nearly 70 percent of Alorica’s business comes
from Fortune 500 brands in a variety of verticals, including
healthcare, media and entertainment, technology, communications,
financial services, retail and consumer goods, travel and
hospitality, and transportation.
Leading organizations across industries and around the world
choose Verint to elevate customer engagement as a competitive
differentiator and trust Verint to power their evolution toward
modern customer engagement. Using Verint solutions, companies can
simplify customer engagement, empower their customers and
employees, and share real-time intelligence to drive faster and
smarter decisions, enhanced experiences and better business
outcomes.
About Alorica
At Alorica, we only do one thing—we make lives better. How? By
creating insanely great experiences for customers—online, on the
phone and through social media. From acquisition and sales to
customer care and support, Alorica provides a host of world-class
services, including customer relationship management and back
office support. We’re proud to passionately serve clients as
diverse as we are—including communications, financial services,
healthcare, retail and tech companies, many in the Fortune 500. We
call the OC home, headquartered in Irvine, CA, with more than
100,000 employees in 150 locations across 17 countries and 11 time
zones around the globe.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, over 10,000 organizations in more than 180
countries—including over 80 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at 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, uncertainties and assumptions, 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 fiscal year ended January 31, 2017, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2017, and other
filings we make with the SEC. 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, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ. Alorica added Verint Speech Analytics to
the Verint Workforce Optimization solutions it uses in October
2017.
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respective owners.
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Verint Contacts:Verint
Systems Inc.Media Relations:Anne Patton,
678-243-4815anne.patton@verint.comorInvestor Relations:Alan
Roden, 631-962-9304alan.roden@verint.comorAlorica Contacts:Alorica, Inc.Media
Relations:Julie Reynolds,
949-246-0754julie.reynolds@alorica.comorMedia Relations:Ken
Muché, 949-527-4686ken.muche@alorica.com
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