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Verint(R) Systems, Inc. (OTC: VRNT) just released some important news.
(M2 PressWIRE Via Acquire Media NewsEdge) Verint(R) Systems, Inc. (OTC: VRNT) just announced British Gas Implements Impact 360 Customer Feedback Software, Extending Use of Technology from Verint.
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LONDON & MELVILLE, N.Y. -- Verint(R) Systems, Inc. (OTC: VRNT) today announced that British Gas, UK's leading energy supplier, has implemented the Impact 360(R) Customer Feedback software from Verint(R) Witness Actionable Solutions(R) and achieved measurable results. The implementation further extends the company's use of Verint technology, which includes the Impact 360 Recording solution.
British Gas leverages the customer survey software to capture real-time feedback from customers calling into its primary contact center located in Cardiff. Capturing and analyzing up to 6,000 customer surveys each week, the solution delivers results to agents and appropriate management within just 10 minutes of a customer call ending. This proactive feedback initiative is part of British Gas' overall strategy to improve its customers' experiences, and plays a key role in enhancing customer loyalty and the way the company markets its products and services.
Within three months of its implementation, British Gas achieved high levels of customer participation using Impact 360 Customer Feedback. British Gas selected the software from Verint Witness Actionable Solutions because it was particularly easy for its customer service teams to create, tailor and amend surveys - helping the company ensure real-time customer responses to current campaigns and issues, including energy-saving promotions, tariff changes and other product initiatives.
"Our goal was to understand each customer's experience and gather valuable insight into current customer thinking. We also leverage the technology to validate our broader goals for customer retention, loyalty, and the promotion of our products and services," comments Matt Baker, customer experience manager, British Gas. "Using Impact 360 Customer Feedback means our agents can retrieve surveys and their associated results rapidly, allowing them to respond quickly to specific service concerns and deliver a consistently high standard of service excellence. Through Impact 360, British Gas also gets a valuable tool for quantifying our first call resolution criteria."
"We've found that our agents have been universally positive about our customer feedback initiative, recognizing the technology as a supportive solution that can succeed in optimizing overall service delivery," adds Matt Baker. "The impact on customer satisfaction, retention and loyalty is already clear. With our plans to extend our surveying capability to other British Gas contact centers, we can increasingly fine-tune our efforts using more and more flexible surveys based on real-time customer data intelligence."
"We're delighted that British Gas turned to Verint and the Impact 360 Customer Feedback solution to really understand its customers' thinking patterns and purchasing preferences. Providing British Gas with real-time insight into customer experiences helps the company respond even more quickly to specific customer issues and opportunities," comments David Parcell, managing director, EMEA for Verint Systems.
About Verint Witness Actionable Solutions
Verint(R) Witness Actionable Solutions(R) is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360(R) Workforce Optimization suite is the industry's most unified solution set--featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.
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