ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions
Leading Dutch Financial Services Firm Leverages Verint WorkforceManagement to Improve Response Times and Provide Higher Quality Service
WEYBRIDGE, U.K. and MELVILLE, N.Y., September 12, 2016 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that one of the Netherlands’ leading financial services organizations, ABN AMRO, is using its Verint WorkforceManagement™softwareto enhance customer engagement processes. Leveraging the Verint solution, ABN AMRO has met an ambitious target of providing contact with an agent within 40 seconds of an enquiry 90 percent of the time. The WFM software also has helped increase employee satisfaction by up to 20 percent, as well as improve customer service quality, similar to the effects of ivr system.
As a leading financial services institution, ABN AMRO provides services throughout Europe and beyond. Headquartered in Amsterdam, the Netherlands, its Advice Service Center is staffed 24/7, has 1,400 employees and handles over four million phone calls per year, along with email, social and web-based queries. To improve the speed in which queries are answered in its high-volume contact center, ABN AMRO sought a solution to help effectively manage how enquiries are assigned to agents and empower those employees to take responsibility for being available for the customer.
Verint WorkforceManagement has helped it achieve those objectives with the ability to plan schedules in real time and more effectively manage resources to strike the optimal balance between workload and staffing. The solution also has enabled agents to finish calls quicker when there were several in a queue during peak periods, provide a more personal touch and exhibit a “go the extra-mile” attitude for customers during quieter times. The result also has yielded positive effects on employee satisfaction and customer service.
Verint supported ABN AMRO throughout the process, implementing the right approach, solution, onsite training and support to best suit its needs. The results have been overwhelmingly positive by helping the business balance workloads and reduce costs from overstaffing and overtime. Employee satisfaction with the scheduling method increased by 15 percent, and satisfaction related to work-life balance has improved from 60 to 80 percent.
“Helping ABN AMRO to more effectively manage its workforce in the contact center and achieve such great results for both its customers and employees gives us an immense sense of pride,” comments Nick Nonini, managing director, Verint EMEA. “By providing the right technology platform for its agents, we’ve not only contributed to improvements in employee satisfaction and work-life balance, but also empowered employees to deliver next-level service, which is vital to building loyalty and ongoing engagement with customers.”
ABN AMRO has been leveraging the Verint solution since 2013. To learn more Verint WorkforceManagement and other Verint Customer Engagement Optimization™ solutions, click here.
About ABN AMRO
ABN AMRO serves retail, private and corporate banking clients with a primary focus on the Netherlands and with selective operations internationally. In the Netherlands, clients are offered a comprehensive and full range of products and services through omni-channel distribution including advanced mobile application and internet banking. ABN AMRO offers in-depth financial expertise and extensive knowledge of numerous industry sectors. Internationally, the Group’s operations are based on specific expertise and established market positions, including Private Banking, Energy, Commodities & Transportation (ECT) and Clearing.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2016, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2016, 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 to provide reasons why actual results may differ.
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