Verint

““Make no mistake, Verint Quality Bot is making a huge difference to FNB’s compliance adherence. By monitoring significantly more interactions, we can turn our compliance strategy from reactive to proactive and assign training to reinforce proper compliance processes.””

“Our goal was to automate more compliance checks, to improve quality, and reduce compliance risk. Automation would give us prompt, complete visibility into all performance and compliance issues.”

““The more we understand our customers and optimise the performance of our agents and contact centres, the more we can help to promote our customer centricity and leadership,” the technology manager concludes. “Thanks to Verint Speech Analytics and the improvements it has enabled us to make across our operations, service, and, ultimately, the customer experience, we are strongly positioned to achieve our objectives.””

““One of the major benefits of Verint Speech Analytics has been our improved ability to assess and address customer satisfaction and dissatisfaction. For example, we redesigned our invoices, creating a simpler, more intuitive layout that is much easier to understand, directly as a result of our customers’ billing queries.””

““Verint Workforce Optimization helped us drive significant operational improvements, particularly in our operations in Spain,” says the company’s technology manager.”

“We are now benefiting from one, unified workforce planning platform across the entire sports betting organization. This helps ensure accurate demand forecasting, monitor fluctuations, and empower our people with flexible working. It’s a game-changer in terms of operational efficiency and customer experience.”

“On Facebook Messenger, we were able to handle 50% of customer conversations with automation alone. This success means we want to go further. We want to build conversational experiences that improve our customers’ brand experience.”

““Traditionally, we’d have to issue surveys to understand the customer experience, but surveys are voluntary and require even more effort on the part of the customer. With Verint Speech Analytics, the volume of data at our fingertips is so much more extensive. It’s an incredibly powerful tool to guide us in the where and when of making customer experience improvements that deliver the biggest bang for the buck.””

“NHS Pensions is the largest pension service anywhere in Europe. With expert support from Verint and the automation and innovation we have been able to achieve with Verint Operations Manager, we are delivering the pension service experience every member deserves, while simultaneously transforming operational efficiency.”

“The Verint solution is like using Google, only better because it’s customized to our contact center environment.”

“There is tremendous value in the depth and breadth of Verint’s solutions. More than that, we have a strong vendor partnership with the company. They understand that this is a process. It’s not a project that they sign off on and then walk away. Verint is with us every step of the way.”

“Verint offers an exceptional level of support from a partnership perspective. Innovation, depth of technical resources and executive-level sponsorship all are hallmarks of our relationship with Verint,”

“Working with Verint, we have shared many successes toward achieving rapid growth.”

“The Verint and Five9 names are recognized as leaders in their respective areas. We offer access to powerful technology and resources from both companies via one centralized point of purchase, making it easier to do business for our customers,”

“Verint is a competitive differentiator that helps us win business,”

“We want to keep reinventing ourselves. That’s why the integration of Verint Speech Analytics and Verint Coaching Bots suit our services so well.”

“While an employee is talking to a customer, Verint Coaching Bots directly provide them with up-to-date information based on what is being discussed.”

“Verint Speech Analytics enables us to discover how the employees’ conversations proceed and perform quick analyses of the customers’ needs. These insights allow us to very quickly communicate with employees to improve conversations.”

“By connecting Verint Speech Analytics with Verint Coaching Bots*, we can now shift gears more quickly and provide a better service because the available data can now be used optimally in conversations.”

““The strength is the ability to listen into a live call, interpret information from there, and provide that notification. The true benefit of the CX/EX Scoring Bot is that it provides a continuous improvement cycle, and that is what we want to continue with.””

““Cogito helps me keep an eye on the customer experience my team members are providing and lets me know if I need to stop and listen in on a call to provide feedback to my team in real-time””

“We have been very pleased with the results.”

“The deployment of Verint compliance platform has been a success,”

“If an asset manager requests a recorded call, the compliance and audit teams can retrieve it fast and easily.”

“The response and help we receive is very good. The technical knowledge in comparison to other companies is great.”