346 Verint Systems Testimonials

“The majority of cases we receive are service related, such as changing an order, changing delivery time or location, or checking up on the delivery schedule. We receive up to five million customer enquiries every year through all channels. Verint enables us to balance this demand, prioritise enquiries in the queue, move advisors between functions, and proactively monitor queues. The technology is a game-changer for Elkjop.”

"To ensure the safety of those traveling through the tunnels we have to be able see what’s happening in real time at any given moment, and video surveillance is the best way for us to do that."

"Our call volume remained stable while our CSR numbers shrank."

"Only by understanding why our customers are calling can we consistently and effectively meet their needs. [Impact 360 Quality Monitoring] has helped us stay true to our mission of delivering the highest quality customer service."

"Agents were fumbling. Customers were taking over control of the call. We reacted quickly to provide agents with call-control tips to make sure they could quickly get to customers' needs."

"Impact 360 has provided excellent insight into our contact centre operations and very quickly helped us focus on cross-selling within the space of a few months, we have seen cross-sales increase by 300."

"With Impact 360 Speech Analytics, we’ve seen cost savings of more than £50,000 from reduced call handling times and an overall reduction in call volume."

"With Impact 360 Speech Analytics, our contact centre managers can directly document the amount of money they are saving their client companies by optimising processes and reducing the need for customers to call. That is a very powerful benefit, indeed."

"With Verint Speech Analytics, we can pinpoint what’s going on, good or bad, using real-time, empirical evidence – and quickly make changes if necessary."

"Overall, Impact 360 Speech Analytics gives us the capacity to understand exactly how our clients perceive our products and services and to react in real time."

"Sometimes information was missing from the Web site or it was buried too deeply, and we didn’t realize how important it was to our clients. Reporting highlighted this, and we made changes that helped to reduce our call volume."

"At Telefónica O2 Ireland, we’re committed to improving the overall customer experience we offer, and we’re focused particularly on reducing the number of times our customers need to call us. Making sure we resolve customer enquiries on their first call is clearly one of our key drivers and, with Impact 360 Speech Analytics, we can uncover a wealth of insight already stored in our recorded interactions, and drill down to identify those service issues that are causing customers to contact us in the first place."

"In addition to advanced features such as PCI compliance, Yorkshire Water benefits by using Impact 360 to help unlock significant productivity savings within the business."

"The real payoff is in the return on investment that Impact 360 Desktop and Process Analytics is helping us deliver to our clients through increased efficiency and lower cost."

"We don’t implement Web-based applications without first using Impact 360 Desktop and Process Analytics to measure their performance."