Published on 15 October, 2014
|The organisation already leverages Verint’s workforce optimisation software
Verint® Systems Inc. recently announced that a leading insurer in the U.S. and Canada is implementing Verint Customer Feedback™, part of the company’s Workforce Optimisation solution and broader Customer Engagement Optimisation suite.
Today, the organisation already leverages Verint’s workforce optimisation software, including workforce management for back office, desktop and process analytics, text analytics and enterprise feedback management. These integral solutions help support its focus on operational excellence and customer care. With the addition of the Verint Customer Feedback solution, the insurer’s internal customer experience group can accelerate its ability to capture and analyse input directly from customers and share that intelligence with its voice of the customer and other teams. This investment, which the organisation made earlier this year, fits well with its focus on generating additional insight from transactional surveys across different areas of the business. Through a unified workforce optimisation platform and single provider, the organisation benefits from demonstrated strength and flexibility, ease-of-use and the ability to address more complex business issues compared to its incumbent solution.
“Organisations around the globe rely on Verint’s award-winning workforce optimisation and analytics solutions to capture, analyse and act on the voice of the customer and to optimise customer engagement,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “With a focus on incorporating the voice of the customer into day to day operations, this insurer is enhancing its ability to more effectively serve customers, advance relationships and loyalty, and improve performance and customer satisfaction across the business.”
The Verint Workforce Optimisation™ suite, which includes advanced customer analytics solutions, helps organisations improve everything that impacts the customer experience — from interactions in customer engagement centres, to operations in back-office, branch, and marketing and customer care operations. Leveraging this powerful enterprise solution, organisations in the insurance sector and across vertical markets can gain unprecedented visibility into customer and employee engagement, performance, operations and intelligence across the enterprise.