346 Verint Systems Testimonials

“Our goal was to listen everywhere, collecting insights from as many channels as possible to understand more about our customers. That way, the bank would be uniquely positioned to identify actions to transform the customer experience.”

“The objective measurement provided by Verint Voice of the Customer solutions has been so valuable. Short of running focus groups every week, we wouldn’t be able to get this type of feedback. It’s tremendously helpful to ensure we are making a meaningful connection on an ongoing basis."

"With Impact 360, we've increased the productivity within our center and are 100 percent more efficient at monitoring, evaluating, and training our agents. Impact 360 gives us more control over what's happening in our day-to-day business."

"Overall, the Verint solution has helped improve motivation and productivity levels across the customer service team, as they feel more valued by the business."

"We’ve always used the mentality that ‘what gets measured will get done."

"We’ve had a tremendous reduction in cost. And with the time off management feature, our agents can take more control over their schedules while taking the strain of managing these requests away from supervisors and schedulers. Our agents are much happier, and our supervisors are now spending more of their time coaching."

"The flexibility and productivity improvements we’ve achieved with Impact 360 Workforce Management have ensured that we’re now delivering best-practice performance and playing a key role in supporting the company’s continued growth plans."

"Verint Workforce Management has really helped us live up to our vision of being the world’s most engaging aquarium experience."

"Thanks to Impact 360 Workforce Management, we were able to optimise our staff requirements and make sure our two contact centres were staffed as efficiently as possible."

"Workforce Optimisation is now at the core of our contact centre approach, systems while at the same time managing our cost base very tightly."

"Telecontact selected the Impact 360 Workforce Management solution...and for the first time, we can accurately schedule our workforce and avoid idle hours for agents. Knowing customer call levels also enables Telecontact to predict and plan for busy periods, so that we have enough agents to meet customer demand."

"The Impact 360 project has been a major contributor to the success of our 'New Start' programme. As a result of efficiency savings achieved through tighter schedule adherence, Thames Water has been able to optimise staffing and save the equivalent of more than 10 full-time agent positions."

"Management gets a clear picture of the scope of services being performed in the contact centers and can see the value that our agents deliver to the bottom line."

"The people who get the most from what we achieve are Virgin Mobile’s customers; it’s the end goal for all of our efforts. Our Resource Planning team may not actually answer the customer calls, but it’s knowing that by making a modification to the time when CSAs are available to answer a call that will make an improved difference to thousands of customers everyday."

"We have seen service levels increase by five percent since implementing Impact 360 Workforce Management in our contact centre."