346 Verint Systems Testimonials

"The right knowledge delivered at the right time is critical to a successful interaction. We also believe the key to engaging customers effectively is to empower the employees who serve them. Verint Knowledge Management puts the right information at CSDs’ fingertips as they need it, enabling them to focus on the customer, rather than searching for information. The ultimate outcome is consistent, accurate answers to customers’ technical enquiries across all channels – and a superior service experience."

"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."

"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."

"Impact 360 has quickly become an integral part of our customer service and quality strategy."

"The Impact 360 workforce optimisation solutions have helped us not only set up the contact centres quickly and efficiently, but have played a significant part in our ‘Dancing with Customers' initiative. Training on the system has been quick and uncomplicated, and it is a significant tool for management to provide feedback. We are now enjoying strong growth and profit, and the system is allowing us to identify new business and product opportunities. We continue to develop and enjoy our ‘Dancing with Customers’ initiative and our relationship with Verint Witness Actionable Solution."

"Before we had the Impact 360 solution, we really had no idea of how we were talking to our customers and the value of our service to them. Already our sales and services have improved by 60 percent, and we can recognise call types and know how to ensure quality of service to our customers, as well as how to coach and look after our agents."

"Impact 360 is now a permanent part of our armoury for realising excellence in customer service whilst also satisfying the regulators."

"The current implementation of our contact centre technology has enabled us to raise our level of customer service and has given us a broader view of the contacts that we have with our customers. However, the work that we do here is continually evolving and changes to the tax laws are often complex – meaning that understanding the different processes that are associated with these laws is not a simple matter. Therefore, it is our aim to make the process of working with the legislation as painless as possible and provide the information that our customers want as quickly and efficiently as possible. Verints’ technology is helping us move forward in the way in which we deliver our service to customers and achieve our goal."

"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."

"Impact 360 Quality Monitoring is an integral part of LeasePlan USA’s quality assurance program. It provides us with a much more effective way to gauge our performance, helping us deliver a better, more consistent customer experience. Impact 360 is a good choice for our business."

"As a third-party administrator of long-term care insurance, our business needs require a full-time recording solution. Impact 360 Recording, operating in our Cisco telephony environment, helps us meet our recording, archival, and retrieval needs, saving both time and money."

"It’s unusual for a medium-sized hotel chain to operate a customer service centre with quality monitoring systems, but the investment has paid off for us. By using voice and screen recording to improve our processes and the training of our agents, we have boosted annual sales significantly with Impact 360."

"We were initially very sceptical, primarily as to whether the customers would accept the recording. But the responses were consistently positive. With the Verint solution, coaching is more systematic and structured — meaning that feedback is more efficient, and there are no more "dark corners" We know how high our quality is every minute of every day."

"We highly recommend the workshop to help build the framework for fair and consistent performance measurement, which improves both agent and customer satisfaction."

"We now have a slick, one-stop process that represents a significant improvement in our customer services. We have an increased and detailed understanding of our complete customer environment, as the Impact 360 solution is an integral part of our entire technical infrastructure across 10 of our contact centres. We continue to experience significant benefits as the take-up of policy proposals far outweigh the number of customer complaints. At the same time, our back-office costs have been educed."