"In many of our management meetings, the insights gained from Verint, particularly Verint Speech Analytics, are discussed in detail. Verint’s technology is bringing the ‘voice of the customer’ directly into our boardroom, helping us make faster, more informed decisions. It’s transformative."

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

"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 has proven that they are always going to be there for us and that means a lot. Verint has been by our side for the past 15 years.”

"Our market is increasingly competitive and we are continuously looking at how we do things in order to help differentiate our services through providing the very best in customer service. That is why our main objective, for now, is to have a system and process in place that records all …

"The [company has been] represented very well. The local management team is proactive and understands our needs. They make our business their business."

"We are constantly seeking to improve our quality monitoring to increase sales conversion and deliver the level of service to meet our customers’ evolving needs. By providing our first-line managers and agents with solutions that help them understand what is happening, why it is happening, and how they can take …

"The Verint Impact Services workshops were enlightening. The Verint consultant worked closely with us and really understood Carlson Craft’s corporate culture and mission."

"The beauty of Impact 360 Speech Analytics is that you can simply type in a word, and the software then generates suggestions of related terms that you could look for, including the number of calls in which this term is used."

"Knowing the reasons why customers and partners contact us, particularly repeat callers, can unlock valuable insight. The good news is that the raw material for this insight comes into our business every day. The key is to employ the right tools and processes to make sense of the raw material …

"The recorder server collects video from the building and stores it, and then the master server goes out to the server and gets it. Again, the savings are considerable typically we are seeing a savings of about 6:1."

"For the largest remote locations with their own security staff we use a master recorder box that combines the master and recorder functions in one server and video data doesn’t come back to the data center at all."

"Banking is highly competitive, and the real competition is in service who can deliver the best value-add. Quality monitoring is very important to us because the evaluations show where our internal processes and agents need to improve."

"The issues were not relegated to the building’s interior. For example, there were long lines outside to buy tickets, which immediately started the guest experience off on the wrong foot."

"Right now we only have 20 cameras, but once we move beyond the 60 to 80 mark, we plan to take advantage of the additional security management and analytics capabilities that Verint offers."