"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 …

"Strategically, we wanted to see if the branches were overstaffed. With Impact 360, we saw that we really needed a realignment. We want to continue to use this model as we grow ShoreBank’s branch network. Impact 360 is facilitating the branch design, as well as the sales focus and overall …

"Verint Workforce Optimization has literally transformed our organization. We are more efficient and productive, but the real benefit lies squarely with improving our ability to serve patients quickly."

"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’."

"Verint is playing a vital role in helping Capitec align operations, meet today’s increasing customer expectations, and deliver consistently exceptional customer service.”

“This innovative Verint solution has undoubtedly supported the thriving relationship we have with our insurance client and made Capita a more responsive partner. We can now track and optimise the end-to-end customer experience, ensuring we consistently deliver better outcomes for our clients and their customers.”

“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.”

"Over 5 million questions answered by Ask Julie annually. With Julie, waiting for service is a thing of the past, as she’s easily capable of simultaneously serving the needs of every Amtrak.com visitor."

“At Backcountry.com, the contact center is a value creator as opposed to a cost center. Our ‘Gearheads’ are incredibly knowledgeable and passionate. We continue to employ the best technology that enables them to excel in providing the best customer care while enjoying an exceptional work-life balance.”

“Verint is helping BGL Group create a more agile workforce. At a glance, we have instant, accurate insight into workforce availability. We can then use this intelligence to make more informed people planning decisions.”

"We realized the shifts we had made to be more digital and more consumer-focused were working, as our ecommerce channel was the only channel able to grow during the COVID pandemic shut down."

"We have all become more digitally aware, but our customer base ranges from expert to novice. Support needed to be delivered online 24/7 as a part of our omni-channel strategy."

"By connecting Verint Speech Analytics with Verint Real-Time Agent Assist, we can now shift gears more quickly and provide a better service because the available data can now be used optimally in conversations."

“A mortgage is a fairly complex product. There’s so much you need to think about both as a customer and as a consultant. To enable the ideal customer conversation, we built an interface with our knowledge database. This way, the employee can focus more on the dialogue instead of having …

"Verint feedback has been invaluable in identifying the customer pain points in our portal. This has enabled us to dramatically reduce payment issues and calls to the contact center. Those wins, plus a newfound ability to coordinate CX priorities across the business, has helped us focus on raising CSAT and …