| [June 03, 2009] |
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Rogers Communications Named "Innovator of the Year" During Verint Witness Actionable Solutions' 2009 Driving Innovation Global User Conference
MELVILLE, N.Y. --(Business Wire)--
Verint® Systems Inc. today announced that Rogers Communications � a leading provider of wireless, cable TV, high-speed Internet and home phone services to consumer residences and businesses in Canada � has been named its 2009 "Innovator of the Year." The Innovator of the Year honor is designed to profile workforce optimization (WFO) professionals focused on new approaches to today's business challenges, including customer-centric service practices, along with those that support revenue generation and cost containment.
Honored during the 13th Annual Verint® Witness Actionable Solutions® Driving Innovation user conference at the Loews Lake Las Vegas Resort was Anna Marie Menezes, senior director of customer base calling (CBC) at Rogers Communications. As such, she was recognized for her leadership in introducing solutions and processes that have enabled the organization to identify and take action on vital consumer feedback and call drivers, discover emerging trends and opportunities, and deliver significant operational savings.
In a market focused on cost reduction and service differentiation, Rogers Communications sees great value in solutions that help make its business run smarter and more efficiently.
Menezes and her team conducted extensive pre-planning to develop and design processes and protocols that would enable Rogers Communications to fully maximize Verint's Impact 360® Speech Analytics solution post-implementation � both in its contact center operations and other areas across the broader organization. Within just two months, the software yielded a range of benefits, including reductions in average handle time, transfers and repeat calls. These efficiency gains and insights into operations also introduced a new level of business and customer intelligence, helping the company proactively identify the drivers and influences behind repeat calls in the contact center, along with changes and patterns in customer behavior.
The intelligence Rogers Communications receives through the Impact 360 software is applied to influence processes, product direction, price and company strategies, as well as support compliance requirements. Key findings also are regularly shared outside the contact center with departments, such as marketing, and executive management � making Impact 360 a true enterprise solution.
"I'm honored to receive this award, and energized by the impact and ROI that Verint's technology has had on Rogers Communications' operations. Leveraging Impact 360 Speech Analytics, we're able to apply vital customer feedback and other business intelligence to deliver products and services that make everyday communications easier," says Menezes.
"From reducing wait times to helping ensure inquiries are resolved with the first call, Rogers Communications' goal is to provide customers with an unforgettable and exceptional service experience," explains Matthew Ariker, vice president, customer base management and customer based calls, Rogers Communications. "Verint's speech analytics solution has allowed us to truly leverage the voice of the customer to develop smarter governance models for capturing, validating and pursuing opportunities, as well as quickly identifying and remediating the root issues causing customers to call. We are delighted to have Anna Marie and the Rogers Communications team honored as innovators for spearheading this important technology initiative, which has enabled us to enhance both customer service and experience operational savings."
About Rogers Communications
We are a diversified Canadian communications and media company. We are engaged in wireless voice and data communications services through Rogers Wireless, Canada's largest wireless provider and the operator of the country's only national GSM and HSPA based network. Through Rogers Cable, we are one of Canada's largest providers of cable television services as well as high-speed Internet access, telephony services and video retailing. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, and sports entertainment. We are publicly traded on the Toronto Stock Exchange (TSX: RCI.a and RCI.b) and on the New York Stock Exchange (NYSE: RCI).
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® 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® Workforce Optimization suite is the industry's most unified solution set � featuring quality monitoring and recording, workforce management, speech analytics, 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.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on April 16, 2009. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN SOFTWARE, BLUE PUMPKIN, the BLUE PUMPKIN logo, EXAMETRIC and the EXAMETRIC logo, CLICK2STAFF, STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc. Other trademarks mentioned are the property of their respective owners.
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