Global Insurer Uses Verint Software to Help Create Enterprise Workforce Optimization Standard
MELVILLE, N.Y., September 23, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a leading international insurance organization is implementing its Impact 360® for Back-Office Operations™ to gain greater visibility into the effectiveness of its back-office operations environments. The enterprise workforce optimization (WFO) solution, which includes robust workforce management, desktop and process analytics, and performance management functionality, is helping the company identify opportunities for enterprise-wide efficiency, productivity and service gains, as well as areas to help deliver even stronger end customer experiences.
This leading insurance provider is extending its investment in Verint’s back-office WFO solution after its initial deployment last year. Today, the software is helping support its corporate operational excellence and cost-reduction initiatives, which aim to build one shared services group across its enterprise with a global, standardized performance management framework, including performance metrics and capacity plans. In doing so, Verint’s unified WFO platform is helping it capture real-time activity and performance data across functions and sites, and break down functional, system and data silos.
Using Impact 360 for Back-Office Operations, the insurer is benefitting from the ability to capture data on work performed – including claims processing and customer support – as well as non-production work, such as training, meetings and special projects. This intelligence can then be translated into holistic capacity plans that span teams, functions and locations that encompass the entire operation. Managers can monitor and balance new volumes with existing inventory against service level agreements (SLAs), and re-prioritize work intraday to help ensure deadlines are met.
With the software’s desktop and process analytics capabilities, the insurer can find hidden capacity and help improve processing quality and compliance by identifying deviations, and provide guidance and monitoring for process adherence. Using the knowledge, insights and data gained through the Verint solution, it also can monitor and improve throughput, accuracy and customer service using the software’s performance management scorecards and dashboards. By helping instill a culture of operational excellence based on role-specific performance metrics, the company can tie metrics to corporate goals and roll up individual scores to teams, functions and the enterprise, for targeted improvement
“Recognized for its customer service, and breadth and depth of programs and services, this global insurer understands the value that Verint’s Impact 360 offers to help create nimble, results-oriented operations,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “By gaining visibility into how work is being handled across the organization, Verint solutions are helping the organization provide guidance that improves tactical and strategic decision making across its new shared services business.”
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
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Analyst Relations Representative
Verint Enterprise Intelligence Solutions