Kids Help Phone Deploys Verint Customer Engagement Cloud Platform to Manage Increased Demand for Mental Health Services Durin...
June 30 2021 - 8:30AM
Business Wire
Canadian Mental Health Organization Expands Operations Using
Verint Cloud and Workforce Management
Verint® (NASDAQ : VRNT), the Customer Engagement Company™, today
announced that Kids Help Phone, a Canadian national e-mental health
service for young people, is expanding its use of Verint’s Cloud
Workforce Management (WFM) solution to address unprecedented
increases in call volumes due to the COVID-19 pandemic.
Canada’s only 24/7 national support service, Kids Help Phone
offers e-mental health and well-being support to young people
through bilingual professional counseling, clinically-based tools,
resource referrals and crisis support services. The organization
gives millions of kids, teens and young adults a safe and trusted
space to talk in any moment of need−by phone, through text or in
self-directed support.
In 2020, Kids Help Phone had over 4.6 million connections with
young people compared to 1.9 million connections in 2019. To
address this increased demand for services, the organization hired
more than 50 new counsellors, trained over 1,800 new crisis
responders, curated new COVID-related resources on its website and
launched a new texting service.
Kids Help Phone is implementing the Verint WFM solution, part of
the Verint Customer Engagement Cloud Platform, to enhance and
improve forecasting and scheduling of professional counsellors.
This upgrade to the Verint Cloud Platform will allow the
organization to retire its existing hardware and leverage the WFM
solution to operate more effectively and better serve members.
“We’re proud to partner with Verint to address the increased
demands we’ve experienced over the past year due to the pandemic,”
said Alisa Simon, SVP, Innovation & Chief Youth Officer, Kids
Help Phone. “We are looking forward to gaining efficiencies by
moving to Verint’s Cloud platform, which can easily scale to
accommodate growth, while the WFM solution provides visibility and
flexibility in scheduling our professional counsellors. Ultimately,
we gain the ability to schedule the right number of people at the
right time to deliver the service levels required to meet the
critical needs of youth across Canada.”
“Verint is pleased to provide support to Kids Help Phone,” says
Verint’s Celia Fleischaker, chief marketing officer. “One of our
core values and the focus of our philanthropic efforts is to
support the communities in which we live and work with a special
focus on projects that benefit children in need. We are honored to
play a part in supporting their counsellors and responders with
workforce management solutions to improve forecasting and
scheduling capabilities -- all with the ease and scalability of the
cloud.”
Verint Workforce Management™ leverages artificial
intelligence-infused automation and new mobile tools to streamline
forecasting and scheduling and improve employee engagement. The
solution offers an intuitive, modern, user experience that
streamlines scheduling with fewer clicks and screens, making common
tasks more efficient for workforce managers and simplifying the
path to proficiency for new users. It reduces time and effort,
taking into account sick and overtime employees, user skills and
multilingual capabilities, time zone variations, and employment
requirements. With Verint Workforce Management, managers have the
tools to meet service level agreements (SLAs) while also providing
the workforce with the flexible, work-from-anywhere schedules they
require.
The Verint Customer Engagement Cloud Platform is uniquely
designed to scale from small to large enterprise across many
industries and use cases. It draws on the latest advancements in
artificial intelligence (AI) to connect work, data and experiences
so brands can meet ever-increasing, ever-shifting demands and build
enduring customer relationships.
About Verint
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands –
including over 85 of the Fortune 100 companies – build enduring
customer relationships by connecting work, data and experiences
across the enterprise. The Verint Customer Engagement portfolio
draws on the latest advancements in AI and analytics, an open cloud
architecture, and The Science of Customer Engagement™ to help
customers close The Engagement Capacity Gap™.
Verint. The Customer Engagement Company™. Learn more at
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, 2021, our Quarterly
Report on Form 10-Q for the quarter ended April 30, 2021, 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, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER
ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER
ENGAGEMENT are 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/20210630005215/en/
Media Relations Amy Curry amy.curry@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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