Posts

What FIs Need to Do to Adopt New Bank Branch Operating Models

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Recently, Verint sponsored a survey, conducted by Arizent, the research arm of American Banker, to understand how financial institution (FI) branch banking executives are evolving branch operating models to align to corporate objectives. Access the findings here.

In this blog, I’ll share the survey results, information about new operating models, and guidance for what you can do to prepare for change and effectively utilise branch resources in these new branch environments.

First, let me … Read More

Did You Hear? Verint Recognized for Leadership and Innovation in 2022 CRM Industry Leader Awards

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Verint recently announced that it was recognized as a winner in the ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ categories for the 21st annual CRM Industry Leader Awards program honoring the best CRM solutions and innovators.

The CRM Industry Leader Awards recognize the leading providers in 11 categories pointing the way forward and driving innovation with the best products and capabilities in customer service, marketing, and sales.

Each year, CRM Magazine’s panel … Read More

Total Economic Impact Study of Verint Experience Management Solutions Finds a Return on Investment of 219 Percent

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New Independent Study Demonstrates that Verint Experience Management Empowers Organizations to Elevate Customer Experience Through Data-Driven Insights, Providing Nearly $2.5 Million in Benefits 

MELVILLE, N.Y., November 1, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today released a commissioned study conducted by Forrester Consulting on The Total Economic Impact™ (TEI) of Verint Experience Management™ (XM) solutions, part of the Verint Customer Engagement Cloud Platform™. 

It’s imperative that … Read More

The Marriage of Marketing and Customer Experience Management

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As a marketing major, former director of marketing, university marketing instructor, and now a longtime industry analyst, I often reflect on similarities between the two disciplines of customer experience management and marketing management.

For example:

  • Both share the common objectives of customer retention, revenue growth, brand loyalty, and fostering a reputation for superior customer care.
  • Both disciplines seek to better understand customer behaviors and motivations.
  • Both rely on end-user behavior and perceptions when assessing performance.
… Read More

For the Fourth Consecutive Year, Customers Give Verint Interaction Analytics Solutions Top Satisfaction Scores in New Interaction Analytics Report  

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Verint Leads with the Largest Increase in Interaction Analytics Customers and Seats and Received the Top Customer Satisfaction Scores for All Featured Vendors and Ratings Categories  

MELVILLE, N.Y., October 13, 2022 — Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it leads with the largest increase in interaction analytics customers and seats between March 2021 and May 2022, and received the highest customer ratings in multiple customer satisfaction categories … Read More

Verint Recognized for Leadership and Innovation in 2022 CRM Industry Leader Awards

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Winner in ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ Categories

MELVILLE, N.Y., October 11, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today announced that it was recognized as a winner in the ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ categories for the 21st annual CRM Industry Leader Awards program honoring the best CRM solutions and innovators.

The CRM Industry Leader Awards recognize the leading … Read More

Customer Engagement Best Practices for the Healthcare Industry

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Halloween candy is filling grocery store shelves. “Pumpkin Spice” is returning to coffee shops everywhere. This can mean only one thing. “Open Enrollment” is just around the corner, and that means it will be busy season in healthcare industry contact centres. 

Now is the good time to examine what you need to do to meet increased demand and improve customer engagement. 

Maintain a “Big Picture” Approach 

As channels and modes of communication continue to … Read More

DenizBank Improves Productivity, Sales, and Employee Turnover with Verint Total Quality

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DenizBank, a large financial services organisation based in Turkey, faced the challenge of transitioning over 2,000 agents to work-from-home at the start of the pandemic. To provide their customers with the quality of service they expect, DenizBank turned to Verint Total Quality solutions. 

First, the bank increased its capability to analyse more than just 2% of interactions. With Automated Quality Management, DenizBank can now capture and score 100% of customer interactions. These additional insights helped … Read More

Leading Multinational Financial Services Company Trusts Verint to Help It Transform to Better Serve Customers 

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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 centre 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 centre—no small task. 

The company began its transformation working from the inside out, initially deploying Verint … Read More

Subscribing to Fraud and Security Innovation

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It’s a fact: The technology market moves in cycles. The purchase, deployment, and maintenance of security systems have been a traditional process in the past. You’ve selected the video system that works for your organization, and your systems integrator partner installs it and maintains it for a fee. 

This is how it’s always been, and little new has been offered to change the process. 

But times have changed. With the demand for cloud services and … Read More