Call Recording Featured Article

Customer service is paramount in any business, whether we’re talking about B2B sales or the taco stand on the corner, but in the hospitality and gaming industries, providing exceptional customer service can be quite challenging. Take a major casino for instance; between managing the hotel functions, casino floor and general staffing, managerial needs are a plenty.

This week, one major casino developer in the United States took steps to ensure these demands are met with the announcement that it will be putting Verint’s (News - Alert) workforce optimization solutions to work – building on the software company’s recent success.

The Verint software will be utilized for two key ends: optimize the customer experience and improve upon its ability to secure private and sensitive customer data. In specific, the casino developer is implementing Verint’s call recording, desktop and process analytics, workforce management, and encryption management as well as performance management applications.

Casinos, like many businesses that accept credit cards, are responsible for meeting the requirements provided in the Payment Card Industry Data Security Standards (PCI (News - Alert) DSS), with a key component to meeting this bar being Verint’s robust solution that protects private customer data by not collecting it.

In addition to payment compliance, the hotel and casino developer can harness the power of data via the visibility and insight provided into customer needs, performance, quality, compliance and business process.

The developer acquired the Verint software solutions at the end of 2015, and continues to deploy them throughout its network.

Workforce optimization is not optional. One bad customer experience can be enough to spell disaster. Equally as terrifying – especially from a casino’s perspective – is the threat of being hacked for sensitive data. In this industry, compliance and customer service must be front of mind.