346 Verint Systems Testimonials

"Digital service channels are central to our strategy at Aer Lingus, so we were excited to partner with Conversocial, A Verint Company, on the development of our tier-1 service bot. The bot provides automated updates to guests on the status of their flight. It’s particularly valuable during periods of travel disruption and has helped us scale our digital care operation over social messaging channels. Through combining human agents with self-service through adaptive automation, Aer Lingus’ average response time has been significantly reduced.”

"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."

"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."

“Our entire business is built on our online community. The whole model of our organization wouldn’t exist without our community – it’s the centerpiece of our social strategy and everything we do.”

"We have a long-standing relationship with Verint, and time and again they've proven their ability to be flexible and it's great partnership. As we keep adding more clients, our systems must be scalable, sustainable, and secure, and Verint brings all those things to the table."

“We’ve worked very closely and collaboratively with the Verint team. This not only helped us create components that are reusable and can be applied to many processes and forms, but also gave us the skill and knowledge transfer we needed to become self-sufficient going forward.”

“Verint also enabled us to introduce an online Freedom of Information (FOI) service, The Verint Citizen Engagement solution enables us to manage the complete FOI process from initial receipt, allocation to a local team manager, response preparation, and the sending of the final response to the citizen.”

“Using Verint Open CCaaS solutions, the outcomes were substantial. In addition to the improvements around disconnected and short calls, we also decreased average handle time from 13 to 11 minutes for our client. That’s an impressive 15 percent improvement."

“Verint Messaging has enabled a streamlined, straight-forward process to unite all our messaging channels within one agent workspace, as well as integrate these interactions with our other customer support systems. We now have comprehensive insights on our social support to help us continue to improve the customer experience for both event attendees and creators.”

“The combined efforts of Tech Mahindra and Verint helped revolutionize the customer experience at Bank of Baroda. Embracing and harnessing automation and data-driven decision making, with Verint Automated Quality Management and Verint Speech Analytics at the core, we were empowered to enhance the bank’s efficiency and the customer experience it delivers."

“We’re shifting the process of skills development from a routine chore into an exciting and competitive experience.”

“Our challenge is to balance having the right number of agents to meet customer needs, Previously, we replied on other workforce management software to forecast staffing requirements. However, due to the age of the system, it lacked the flexibility and functionality we needed to lead our business into the future. Plus, it was an on-premises solution, which increased cost and complexity, while undermining agility.”

"The intelligent, automated insights we gain from Verint Operations Manager have upended our traditional processes. Everyone has adopted the solution. There has been a fundamental mindset change across the organization."

"The added value of Digital Behavior Analytics is that you get to know your customers much better. We learn what they like and dislike. This allows us to improve the webpages in a targeted manner. And because we understand how users interact with new variations of the pages in advance, we reduce the risk that they will not be accepted."

“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."