Navy Federal Credit Union, U-Haul and Vera Bradley Named 2020 Verint Award Winners
May 20 2020 - 9:00AM
Business Wire
Organizations Recognized for Achieving Outstanding Results in
Customer Engagement
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced the winners of its 2020 Verint Awards
recognizing individuals and organizations that have deployed Verint
solutions to meet key milestones, demonstrate innovation and
achieve customer engagement excellence especially in the current
working environment. The winners were named today in a featured
video during the Verint Virtual Customer Engagement Conference.
“We are inspired by this group of customer award winners,” says
Verint’s Ryan Hollenbeck, senior vice president of global marketing
and customer experience program executive sponsor. “They have
achieved impressive results through innovation with Verint
solutions and have demonstrated their commitment to improving
operational efficiency and delivering superior customer experiences
and doing so even during the most challenging of
circumstances.”
Verint customers were recognized for their efforts detailed
below:
Enterprise Adoption Jeff Bretana Navy Federal Credit
Union Navy Federal has been using Verint’s Workforce Engagement
solutions for the past seven years and recently expanded further
into to the Collections team in 2019. Since then, automation alone
saved this team more than five thousand work hours. It optimized
nearly one thousand agent shifts and breaks. This helped to reduce
the abandon rate from 3.3% to 2.4%, a most critical metric as
inbound calls nearly always result in a member making a payment or
establishing a payment plan. The Collections WFM team also began to
leverage Verint Speech Analytics and, overall, Navy Federal expects
the use of Verint technology to expand across the organization in
the coming months and years.
Operational Efficiency Joel White, U-Haul International
U-Haul uses Verint’s Workforce Management solution to scale its
customer service operations in a cost-effective manner, while
enabling the company to become the “employer of choice” via work
schedules that offer the flexibility to work from zero to 40 hours
a week, whether in the office or at home. Verint solutions have
improved productivity for U-Haul managers and agents by
simplifying, modernizing and automating their operations—providing
automatic approvals for 16,500 requests for time off and 36,000
shift swaps in the last year alone. These are processes that would
have required 30 to 40 Full Time Employee managers to handle
manually.
Customer Engagement Susan Campbell and Paige Reed, Vera
Bradley Vera Bradley has implemented an extensive Voice of the
Customer program that aggregates cross-channel customer feedback
and analytics to understand if customer journeys are meeting the
mark as well as surfacing areas for improvement. This effort has
resulted in greater customer-centricity, breaking down silos and
fueling cross-company collaboration. It has also ensured
accountability and focus to meet the overarching goal of continuous
improvement in customer satisfaction. As a result of these
improvements using Verint Experience Management solutions, Vera
Bradley’s organizational NPS improved two points and CSAT scores
improved by one point this year, both on the high-end in comparison
to industry benchmarks. This is attributed to newfound agility in
converting insights to action to quickly resolve issues.
About Verint Systems Inc. Verint® (Nasdaq: VRNT) is a
global leader in Actionable Intelligence® solutions with a focus on
customer engagement optimization and cyber intelligence. 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, 2020, 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.
VERINT, ACTIONABLE INTELLIGENCE, THE CUSTOMER ENGAGEMENT
COMPANY, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE
SOLUTIONS, GI2, FIRSTMILE, OMNIX, WEBINT, LUMINAR, RELIANT,
VANTAGE, STAR-GATE, TERROGENCE, SENSECY, and VIGIA are trademarks
or registered trademarks of Verint Systems Inc. or its
subsidiaries. Verint and other parties may also have trademark
rights in other terms used herein.
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version on businesswire.com: https://www.businesswire.com/news/home/20200520005173/en/
Media Relations Amy Curry Verint Systems Inc.
amy.curry@verint.com
Investor Relations Alan Roden Verint Systems Inc.
alan.roden@verint.com
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