346 Verint Systems Testimonials

"From a certain standpoint, a member calling for a particular service is the boss — we want to make sure his or her experience with our call center agents reflects the highest caliber of service."

"Verint’s Calibrating Quality for Consistency Workshop was a great learning experience. Those who attended had a range of experience with calibration. The workshop provided us with a common understanding of the process, along with practical ways to implement it consistently across Sage North America."

“As a company, we always strive to deliver the new and unexpected to our customers. With proactive customer service capabilities, we can step into conversations, better understand our user base, and proactively reach out to them with what we know they’ll appreciate, establishing a connection and keeping our brand honest and human.”

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

"The independent facilitation by Verint Witness Actionable Solutions meant that our call centre agents felt they had been engaged in the process and that the new system was a collaborative effort to improve the performance of our operations, rather than just a management initia."

"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."

"GMT Planet has paid for itself in full through the first year of savings alone and is a testament to the benefits of implementing a flex schedule."

"Verint truly understands our business and the challenges of managing a distributed branch workforce. The expertise it brings to the table, along with the depth of functionality of Impact 360, are invaluable resources for PNC."

"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 efficiency."

"We needed a system that would support the full integration of all our branch sales force optimization parameters, as well as simplify the reporting and outputs at the line level. [Impact 360] met all of our current needs with room for future growth."

"We had a clear understanding that workforce management was key to customer satisfaction, efficient personnel scheduling and effective time managemen."

"Impact 360’s ability to provide us with all the information we needed in the way we needed it and when we needed it was matched by its robustness and power to cope with the high volumes of calls managed through our multiple contact centre."

"Agents can listen to the calls alone – they don’t have to have a section manager sitting beside them during playback and I think this is an important part of establishing trust."

"Coaching is more efficient. Our coaches have more time for evaluation and the agents take their evaluation questionnaires with them straight from the meeting. This facilitates more intensive and more active training."

"It’s the tool we needed to link quality with productivity to optimize our overall performance."