“MORI measured customer satisfaction levels were static at around 65 percent, and there were inconsistencies in asking customers about satisfaction at that time. The focus groups were established to understand the customers’ definition of service excellence, construct a questionnaire and conduct telephone research to create a service excellence model.”

“Verint’s solutions are important in helping MSC achieve our vision of helping our customers solve their mission-critical challenges.”

"Engineers need to be able to resolve problems quickly and accurately. At the IET, we are uniquely placed to connect engineers to one another and facilitate the exchange of knowledge. Our previous community wasn’t serving that purpose. Thanks to 4 Roads and Verint Community, it is now much easier to …

"With our workforce management solution from Verint, we were able to move our stores away from complicated, manual spreadsheets to simple and easy forecasting and scheduling. Verint helped us understand the capabilities already built into the software and how best to capitalize on those features and functionalities. Once we learned …

"All call center disciplines can greatly benefit from Verint’s speech analytics and the insight the solution provides.”

"By addressing key issues such as hold times and repeat calling, Verint Speech Analytics enables us to streamline the customer journey and unlock operational benefits for the business."

"Verint Speech Analytics and Verint Customer Feedback has really helped us strengthen communication channels and enabled the customer service team to be a true partner to the business."

"Workforce optimization is not about the software or the vendor. It’s about bringing people and processes together. Verint Workforce Optimization enables us to knock down barriers across lines of business and drive best practices across the enterprise."

"When we invested in Verint Back-Office Workforce Optimization, we set a goal of 10 percent improvement in operational efficiencies. We saw a gain of almost five percent after 180 days, eight percent after a year, and fully realized our goal in just 18 months."

"Verint Workforce Optimization has helped us create a holistic management and reporting structure across our entire customer service operations both contact centers and back office to drive operational efficiencies and improve the customer experience."

"Verint is helping the grocer personalize, automate, and effectively manage its multiple customer service processes and associated customer journeys."

"Thanks to Verint Engagement Management we are able to provide a unified approach to the customer experience across a number of different channels."

"Keeping a pulse on our operations and proactively engaging our customers is paramount to our success. Verint’s software enables us to make better business decisions by providing access to critical customer information."

"Productivity and effectiveness is the holy grail of back-office operations. Verint solutions have given us the visibility and actionable intelligence we need to increase productivity and response time on student applications and inquiries."

"Technology innovations such as the Verint platform are paving the way for the transition and creating new capabilities beyond what was possible with yesterday’s analog systems."