Verint Systems
330 South Service Rd
Melville, NY, 11747

http://www.verint.com


Product Name: Verint's ULTRA Analytics Suite

ULTRA Analytics helped its client, an insurance company, address three main customer service challenges: increase first call resolution rates; improve agent proficiency and identify areas for training; and manage quality and ensure high levels of customer satisfaction. Almost immediately after deploying the ULTRA Analytics Suite, the client was able to identify the root causes behind many of the repeat calls it was receiving. By addressing these issues, the company experienced an immediate and dramatic decrease in the number of incorrect transfers and unanswered customer issues that were the cause of high repeat call rates. Verint's solution helped the company improve the proficiency of its agents by identifying specific skills that needed improvement. The client used the actionable intelligence it mined with the QM tool to develop a comprehensive agent feedback and training program that included refresher training for existing employees and new agent orientation programs. The client's service recovery and professionalism dramatically improved after implementing ULTRA.