346 Verint Systems Testimonials

"For agents on the phone, we had to make it easy for them to find the right information while effectively continuing conversations with customers. We took this into account by writing the knowledge content in a specific way. For example, we used bullet points and short sentences to make content easier to find, digestible, and actionable."

“Forecasting from the Verint Monet Workforce Management solution has provided us with call volume predictability, enabling us to have the right people in the right seats at the right times.”

"Impact 360 Workforce Optimization not only helps us deliver better service, but also reduce costs, conserve resources, and please our employees. It’s a home run for our business."

"Impact 360 is an important tool for accurately determining the service levels our agents are giving our customers."

"With the help and guidance of the Verint team, coupled with the Impact 360 Quality Monitoring solution, our quality management program has met numerous key business goals, including reducing average handle time and, most importantly, increasing revenue per customer call."

"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."