Verint Systems assist Telecommunications Provider to Enhance Customer Engagement

Verint Systems assist International Telecommunications Provider to Enhance Customer Engagement with Verint Branch Solutions

Actionable Intelligence Solutions from Verint to Help Drive Down Customer Wait Times and Increase Operational Efficiency Across Branch and Contact Centre Operations

verint.logo.2014Verint® Systems have announced that a leading international telecommunications operator extended its investment in Verint solutions and is now implementing these technologies to help optimize customer engagement. The organisation will leverage the software to help decrease customer wait times and better balance workload and staffing across its branch locations.

Upon completion of its current implementation and rollout, the branch recording and workforce management software1 from Verint will help this telecom organization forecast demand and staffing requirements to create more accurate schedules for each retail branch location. This not only helps its branches meet service-level goals more effectively, but also enables them to gain a deeper understanding of employee performance, branch operations and the overall customer experience.

With the ability to record branch interactions, the organization will have more opportunities for employee coaching and the ability to more effectively gauge quality and sales effectiveness. By centralizing interaction branch recordings with its contact center operations, it can also retrieve recordings as needed for compliance and regulatory requirements. This not only helps drive operational effectiveness, but also reduces liability and expedites dispute resolution.

Verint Branch Audio Recording™ is a scalable, robust solution that can capture face-to-face interactions between employees and customers at distributed retail locations. Verint Branch Workforce Optimisation™ is a comprehensive suite of software and services that provides an unprecedented level of visibility into customer service processes, workforce scheduling, productivity and performance, and customer intelligence, designed specifically for networks of brick-and-mortar locations.

[1] The Verint branch recording and workforce management solutions were purchased in late 2014.

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