1 minute read
By Rob Lamoureux
Posted in Customer Engagement
One of the most renowned names in the financial services industry provides financial innovations and solutions to help individuals, governments, and businesses realize their greatest potential. The company aimed to empower its global contact center operation, with 10,000+ agents and supporting 67 languages, to respond to any customer interaction, regarding any case, through any channel, and in any call center—no small task.
The company began its transformation working from the inside out, initially deploying Verint Engagement OrchestrationTM, Verint Knowledge ManagementTM, Verint Chat and EmailTM, and Verint Workforce ManagementTM to form a solid customer engagement framework and empower its workforce to be more efficient and effective. These solutions also supported another critical goal of driving digital-first engagement. With the core contact center foundation firmly in place, the company expanded its Verint footprint to include Verint Application TriggersTM, Verint Application VisualizerTM, Verint Automated Quality ManagementTM, Verint Speech AnalyticsTM, Verint Text AnalyticsTM, Verint Digital FeedbackTM, and Verint Voice SurveyTM.
Use of Verint solutions enabled this financial services leader to deploy a purposeful, evolving technology stack to ensure best-in-class responsiveness, operational efficiency, and optimal performance. Today, the company is achieving exceptional results, including improvements in average handle time (AHT) from 1,200 to 450 seconds and quality scores from 80.1 to 90 percent. In addition, it has seen a 10-point uplift in customer satisfaction.
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