Verint Witness' Workforce Optimization Receives CRM Magazine Award

The next-generation Impact 360 Workforce Optimization suite of Verint (News - Alert) Systems Inc. has received the coveted CRM magazine "Service Winner" award, the highest honor, in the category of Workforce Optimization. It has also earned a "Service Leader" award in the Enterprise Feedback Management category.

Top recognition has also been received by Verint Witness Actionable Solutions customer New York Life, with the "Service Elite" honor--acknowledging the insurance provider's outstanding metrics for its customer service initiatives, customer-centric focus and use of Verint's Impact 360 software.

Verint and Impact 360 Workforce Optimization Sweeps the Ratings

Verint's Impact 360 Workforce Optimization suite, for the third year in a row, has been announced as the Service Winner in CRM magazine's annual awards program. According to the publication, the company "outpaced the competition in two of the three rating segments in 2009," and this year took the lead in all three categories -- focusing on reputation for customer satisfaction, depth of functionality and company direction.

It has been noted by the judges that Verint's recent innovations in speech analytics and partnership with SAP (News - Alert) have played a major role in helping Verint earn the top placement.

According to Saddletree Research Chief Analyst Paul Stockford, a judge in this year's program, "Verint powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. Verint has it all."

Company Makes Enterprise Feedback Management Debut

With its first appearance in the Enterprise Feedback Management category, Verint received CRM's Service Leader honor.

For its technology and development across customer surveying, as well as its "voice of the customer" data integration capabilities with CRM processes, the company secured solid scores and recognition.

The contributing factors that helped Verint earn the honor include Verint's heritage, strong track record and innovation in telephony, call quality management, voice monitoring and analytics--including its dynamic Impact 360 Customer Feedback solution.

Organizations' customers, with the help of Impact 360 Customer Feedback which is a part of the company's Impact 360 Workforce Optimization suite are engaged with short, context-based surveys immediately after interacting with an agent.

The companies, owing to this are enabled to gather data on their products, processes and staff performance, along with customer loyalty and satisfaction levels, in real time.

Customer service operations, as a result, can identify and measure the effectiveness of their people, products and processes, including identifying specific areas for improvement.

New York Life's Customer Service Shines

Based on the clear and quantitative benefits Verint's Impact 360 implementation has delivered to the company's service organization, New York Life was selected for the Service Elite award.

New York Life, one of the largest life insurers in the world, after implementing the WFO software, significantly reduced attrition and share of overtime shifts, as well as increased productivity, outbound sales, first call resolution and overall customer satisfaction.

"Managing the customer experience is a top priority for New York Life. And in support of that initiative, we focus in part on metrics achieved in the contact center -- what gets measured will get done," Gian Brackin, assistant vice president of administration and reporting, New York Life, shares. "Our commitment to customer service is one of the reasons why we selected Verint's Impact 360 solution. As a result, we have seen internal benefits -- such as empowering agents to be more productive -- help drive external successes by boosting customer satisfaction scores."

"We are thrilled that Verint and our Impact 360 solution have, for the third consecutive year, been recognized with CRM's Service Winner award. Further, New York Life, a long-time Verint customer, being honored in these distinguished annual awards makes the recognition all the more satisfying," Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, comments. "Our customers and the market at-large continue to recognize our innovation, commitment and the hard work of our employees and partners. Our staff is dedicated to helping organizations optimize workforce performance, increase efficiencies, enhance the overall service experience and build loyalty."

The seventh annual CRM Service Awards of CRM magazine honor the vendors, consultants and end-user companies focused on high-quality customer experiences through the sophisticated integration of people, processes and technologies.

Through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction, the recipients of the 2010 Service Awards were determined.

In related news, Verint Systems has announced that a U.S.-based bank in the southeast region has implemented the Impact 360 for Retail Financial Services solution from Verint Witness Actionable Solutions.