355 Verint Systems Testimonials

"The [company has been] represented very well. The local management team is proactive and understands our needs. They make our business their business."

"At Vodafone Ireland one of our core objectives is to constantly improve our customer relations and expertise by refining our sales and service delivery processes and enhancing the quality of our overall customer service and business operations. Our customer-centric CRM strategy is based on a deep knowledge of how our customers communicate with us. What they’re saying day to day is vital information for us, so the Impact 360 workforce optimisation solution is an essential component of our broader CRM approach. The solution is a key part of our performance evaluation process. In the 18 months since implementation we’ve seen a striking 23 per cent reduction in repeat calls and a cut in low-level calls. Our investment in this technology has more than paid for itself."

"The current implementation of our contact centre technology has enabled us to raise our level of customer service and has given us a broader view of the contacts that we have with our customers. However, the work that we do here is continually evolving and changes to the tax laws are often complex – meaning that understanding the different processes that are associated with these laws is not a simple matter. Therefore, it is our aim to make the process of working with the legislation as painless as possible and provide the information that our customers want as quickly and efficiently as possible. Verints’ technology is helping us move forward in the way in which we deliver our service to customers and achieve our goal."

"Verint Speech Analytics provides us with insight into when repeat calls are occurring and how often they are occurring. More important, the solution enables us to understand the circumstances prompting the repeat calls.”

“Using Verint ForeSee, we’re constantly optimizing our site and monitoring the pulse of consumers. If we notice a dip in our satisfaction scores, we need to look at that. It’s our barometer for our monthly management calls. Going into a meeting with a gut feeling about what’s happening holds no weight. It’s great to have the Verint ForeSee data to fall back on.”

"This innovative digital community enables members, together with our investment partners and employees, to collaborate, learn, and succeed. For Hg, Verint Community is a game-changer.”

“We view workforce planning as an ever-evolving process. We’re always trying to anticipate what the business will need from us tomorrow, or a year from now, and position our operations to meet those needs. Verint has played an instrumental part in us being able to do that. Without Verint Workforce Management, we would not have been able to expand into our back-office areas as quickly or as extensively as we did.”

“Baseline planning in your back-office organization can give you tremendous insight. The first thing we recognized was that we were incurring extensive overtime due to a lack of planning. Now we are able to vastly reduce overtime, which is extremely beneficial to both employees and the business.”

"Traditionally, we’d have to issue surveys to understand the customer experience, but surveys are voluntary and require even more effort on the part of the customer. With Verint Speech Analytics, the volume of data at our fingertips is so much more extensive. It’s an incredibly powerful tool to guide us in the where and when of making customer experience improvements that deliver the biggest bang for the buck.”

“We needed workforce management software that would fit both our current objectives and some important developments ahead. Verint Monet has helped us better manage these processes, delivering better than predicted results. We can now focus more time on offering better service to our customers, rather than spending time managing our schedule.”

"The results with Verint Operations Visualizer were top-notch. The site where we deployed the solution reduced backlog of transactions yearover-year by 25 to 60 percent with the same headcount, even while overall volumes increased by three to five percent.”

“Verint Enterprise Feedback Management is a powerful means of collecting, analysing, and acting on customer feedback across all channels. This real-time customer feedback provides our clients with credible, trustworthy, and actionable insights into their products, organisations, and customers.”

"With [Verint] ForeSee, we’ve been able to statistically demonstrate that our investments improved customer satisfaction."

"Using Verint Enterprise Feedback Management for post-call surveys helps us make sure that each guest is getting the best customer service during that first contact. By solving first contact resolution, we can stop repeat calls, which goes a long way toward ensuring customer satisfaction.”

"The single biggest driver of customer satisfaction, by far, is ease. Combining self-service knowledge with the transformation of our customer interaction centre and website gives us the confidence to say: ‘buying and enjoying your BMW just got easier’."