Verint names 2021 Global Customer Engagement Award winners
MELVILLE, NY – (BUSINESS WIRE) –Engage21 – Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced the winners of its 2021 Engage Global Customer Awards. The winners have worked tirelessly over the past year to build lasting relationships with customers and achieve truly limitless customer engagement.
The 2021 Awards recognize individuals and organizations who use Verint solutions to help commitment capacity deficit, a growing trend that requires organizations to manage expanding customer engagement channels, more interactions with consumers, and dramatically changing workforce dynamics with limited resources and budgets. These customers successfully adapt to the ever-changing consumer landscape and connect work, data and experiences to deliver exceptional business results by leveraging Verint. Cloud customer engagement platform.
“Congratulations to our winners for their successful engagement with employees and customers in a year that has tested business operations, corporate culture and leadership,” said Celia Fleischaker of Verint, Director of marketing. “We are inspired by those individuals and companies who embraced change while leveraging our solutions to tackle new and ongoing business challenges head-on.”
The winners will be recognized today at Verint Engage21, the industry’s premier virtual customer engagement event, as well as in this online video. Verint Engage Global Customer Award winners are recognized in the following categories: Future of Work, Real Value Gain from Data, Artificial Intelligence and Analytics, Organization Rewiring, and Business Improvement client experience.
The future of work
The Future of Work Award recognizes organizations that manage all aspects of the modern workforce by empowering people and technology, enabling connected work, and leading real-time work actions. Verint recognized two organizations in this category.
Karin Polman, Florius
Karin Polman is a principal at Florius, one of the leading providers of client-centric mortgages in Europe. The company uses Verint Real-Time Agent Assist in combination with Verint Speech Analytics to help the organization better understand changes in customer needs and behaviors and, in turn, train and deliver automated advice to agents to facilitate better business results. In the first four months after deployment, the company increased its Contact Net Promoter score® (NPS) by 22%, improved first call resolution by more than 9% and reduced average hold time (AHT) by more than 4%.
Celso Tonet, Claro
Celso Tonet is Executive Director of Claro, a leading telecommunications company in South America. As part of an organizational customer experience transformation initiative, Tonet and her team are using Verint Speech Analytics to monitor and respond to customer inquiries on a customer base of over 35 million customers. This includes automating the company’s formerly manual quality monitoring program and processes, resulting in significant cost reductions, greater operational agility, and high quality and customer experience.
Drive real value through data, AI and analytics
This award recognizes a customer who has deployed advanced machine learning models, natural language processing, intent and analytics engines to derive tangible value from customer engagement.
Andrew Rademan, Thrivent Financial
Andrew Rademan is an Enterprise Systems Analyst at Thrivent Financial, a U.S.-based Fortune 500 nonprofit financial services organization that leverages Verint Enterprise Recording, quality management and speech analysis in its seven contact centers and back-office operations to support the service of its 2.3 million customers. During the pandemic, these solutions were critical for the business to quickly understand growing call volumes and call drivers while managing customer expectations regarding increased market volatility. In just four months, the company expanded the use of Speech Analytics across the organization, from 62% of the four call centers to over 80% of the seven call centers. Customer sentiment metrics were established by leveraging Speech Categories to track customer and employee contacts related to the pandemic, an improved new brand, and Thrivent’s transformation journey. The critical insights gained formed the business case and underlined the digital transformation value proposition while providing strategic advice to maintain a customer-centric focus.
Rewiring the organization
This award recognizes a customer for improving business results by breaking down silos to connect business to customer engagement.
Mark Loikits, T. Rowe Price
Mark Loikits is a Senior Manager at T. Rowe Price, a leading US investment management firm. With the use of several different technology tools and a strong reporting suite at the heart of its customer engagement strategy, this company had the foundation in place to quickly and effectively support the work-from-home transition and ensure coverage. optimal labor force during uncertain times caused. by the pandemic. Additionally, at the heart of the company’s workforce performance management center of excellence, these solutions have resulted in productivity improvements through increased visibility of KPI compliance. The result has been a continuously optimized, data-driven and empowered workforce.
Improve the customer experience
This award recognizes a customer who has generated positive business results by using multi-channel customer engagement solutions to analyze, predict and prioritize change at scale.
Lisa Allison, Analog devices
Lisa Allison is a Senior Community Strategist at Analog Devices, a global leader in the design, manufacture and marketing of integrated circuits used in all types of electronic equipment. By using Verint Community, the company has an extensive community deployment with tens of thousands of members enrolled in hundreds of groups. Integrated with Verint and Adobe analytics, as well as business intelligence and machine learning, the Verint solution infused a discipline of digital experience throughout the organization. In 2020, the company saw a 16% increase in content viewed and a 37% increase in blog views. Participation also increased, with a 3% growth in initiators and contributors and a 4% gain in commitments. Finally, likes increased by 24% and mentions by 38%.
Verint® (Nasdaq: VRNT) helps the world’s most iconic brands – including more than 85 of the Fortune 100 companies – build lasting customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio leverages the latest advances in AI and analytics, open cloud architecture, and The Science of Customer Engagement ™ to help customers close the engagement capacity gap.
Verint. The Customer Engagement Company ™. Learn more about Verint.com.
This press release contains “forward-looking statements”, including statements regarding expectations, predictions, opinions, opportunities, plans, strategies, beliefs and statements of similar effect regarding Verint Systems Inc. These statements forward-looking statements are not guarantees of future performance and are based on management’s expectations which involve a number of risks, uncertainties and assumptions, each of which could cause actual results to differ materially from those expressed. or implied by forward-looking statements. For a detailed analysis of these risk factors, see our Annual Report on Form 10-K for the year ended January 31, 2021 and other filings we make with the SEC. 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, Verint assumes no obligation to update or revise them or provide reasons for which actual results may differ.
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