Holland America Line Wins Top Honor in the “Automate”
Category; Navy Federal Credit Union Receives Highly Commendable
Award Distinction
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced that Holland America Line has been named
the winner of its 2018 Engage™ Global Customer Conference Customer
Engagement Excellence Award in the “Automate: Optimizing the
Workforce” category. Navy Federal Credit Union also was recognized
for its achievements with a “highly commendable” honor in the
category. This recognition spotlights organizations using Verint
solutions to bring even greater flexibility, transparency,
motivation, mobility and empowerment to customers and employees.
They also deliver personalized, consistent service, great
self-service options, proactive engagement, and easy ways for
customers to provide feedback.
Winner: Holland America LineHolland America Line, part of
Carnival Corporation and an extensive family of travel and leisure
brands, uses a range of Verint solutions to enhance the experience
of its customers and employees alike. With Verint analytics
technology, it gauges process effectiveness and how well staff
handle interactions to ensure customers and employees enjoy
smoother experiences. Holland America Line also uses Verint
solutions to analyze calls about customer experiences on the
company website, identifying improvement areas that in turn yield
faster, more effective customer self-service and significant cost
reductions. Verint Workforce Engagement™ tools—including workforce
management, quality management and performance management with
custom KPI scorecards—support the work-at-home model for its
Seattle contact center. This makes it possible for the company to
motivate, manage and interact with employees just as if they are
working on site. Overall cost savings are matched by other
benefits, such as a happier workforce that delivers positive
experiences for customers.
Highly Commendable: Navy Federal Credit UnionWith the
desire to serve its more than seven million members even more
efficiently, Navy Federal Credit Union uses Verint Workforce
Management™ to automate what had previously been manual scheduling
processes—with impressive results. The solution has introduced
newfound visibility into staffing levels and expected performance,
as well as staffing needs for expected future growth. As a result,
the organization’s help desk is experiencing its lowest wait time
since it began measuring the performance indicator. The credit
union also has decreased manual workload for leadership, decreased
agent overtime by 12 percent, reduced monthly reporting time by 60
percent and increased overall productivity. Most importantly, it
has increased customer satisfaction by three percent, raising this
metric to 98 percent overall.
“We congratulate Holland America Line and Navy Federal Credit
Union as recipients in the ‘Automate’ category of our annual
Customer Engagement Excellence Awards,” says Verint’s Ryan
Hollenbeck, senior vice president of global marketing and customer
experience program executive sponsor. “These forward-thinking
customers are experiencing how our solutions increase customer
engagement by improving the employee experience and the role that
automation can play in the process. We look forward to helping
these valued partners find new ways to use our solutions to achieve
an even greater return on their investment.”
About the Verint Engage Global Customer ConferenceEngage
is the annual global conference that brings Verint customers,
partners and industry experts together for three days of sharing
best practices, insight and education, as well as solution
discovery and peer-to-peer networking. With themes focused on
simplifying, modernizing and automating customer engagement, it
features tracks focused on workforce engagement, self-service,
voice of the customer, compliance and fraud mitigation. The event
is tailored for enterprise professionals across the many areas of
business that help shape the customer experience—contact center,
back-office and branch operations, self-service, ecommerce,
customer experience, marketing, IT and compliance. Verint Engage
2018 helps attendees maximize their technology investments,
discover big ideas and bold innovations, share proven practices and
new approaches for today’s rapidly evolving business environments,
and provide insight into future innovations for competitive
advantage. Click here to learn more.
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 85 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, 2018 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20180529005058/en/
Verint Systems Inc.Media and Analyst Relations:Anne
Pattonanne.patton@verint.comorInvestor Relations:Alan
Rodenalan.roden@verint.com
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