Company Experiences Gains in Quality Scores, Staff Performance and Customer Satisfaction Across North American Call Center Operations
Verint Technology Supports World-Class Sales and Service at Telvista for More Than 10 Years
MELVILLE, N.Y. & DALLAS—Verint® Systems Inc. (NASDAQ: VRNT) today announced that Telvista, a leading call center outsourcer in North America, is leveraging the next-generation Impact 360® software and value-added services from Verint Witness Actionable Solutions®. A Verint customer for over a decade, Telvista is focused on delivering creative, high-quality customer care solutions. To further support that mission, the company has continued to enhance its investment in Verint technology, gaining tangible results in quality scores, staff performance and customer satisfaction.
As a provider of outsourced customer care solutions to a broad range of mid-size and Fortune 1000 clients, Telvista offers Verint’s next-generation solutions to fulfill requests from its customer base for a unified quality monitoring (QM) solution with the most advanced capabilities. Impact 360 Quality Monitoring—which is used across seven of Telvista’s centers located throughout the United States and Mexico—combines powerful QM with encryption management, performance management, eLearning and custom reporting capabilities.
Since implementing Impact 360, Telvista has continued to deliver real value to its clients. For one large telecommunications client, the outsourcer deployed Impact 360’s quality monitoring and reporting analysis to help drive a four percent improvement in first call resolution (FCR) over a six-month period. This resulted in higher Net Promoter Scores® and an increase in overall customer satisfaction for the client. Telvista’s Net Promoter® program identifies loyalty scores so clients know where to improve processes, and therefore build sales and increase revenue.
These results also complement positive gains in quality scores across the company itself, ranging from 10 to 25 percent among its various programs. In addition to the benefits Telvista clients receive, the Verint solution enables its agents to listen to their own calls, which has improved staff understanding of the power of quality assurance and how they each play a vital role. Further, it has helped Telvista take development and training to the next level with eLearning by making lessons available on the desktop at the most opportune times, in addition to advancing employee skills and building awareness of new corporate products, programs and processes.
Telvista offers encryption capabilities via Impact 360 to its clients and their customers, supporting Payment Card Industry Data Security Standards (PCI DSS), as well as its own compliance focus. The added functionality helps protect sensitive customer and cardholder data when recorded, as well as when in transit and archived, securing it from unauthorized access.
Additionally, Impact 360 Quality Monitoring is helping Telvista provide its customers with audio and screen recording, designed to increase operational effectiveness and enhancing the customer experience. This is complemented by agent evaluation and reporting capabilities designed to help improve agent performance, while role-appropriate scorecards and predefined key performance indicators track how agents are performing against their goals.
“Partnering with an innovative market leader like Verint positions us to provide the benefits associated with cutting-edge technology to our clients, along with additional capabilities as their needs expand,” comments David Arellano, chief operating officer, Telvista. “We are excited about our quality initiative and how it is helping us take customer service operations to the next level—with Verint’s Impact 360 playing a key role.”
“Verint is committed to customer success. Our longstanding partnership with Telvista is a great example of how we are helping our customers improve performance, quality and the customer experience with our innovative software,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “Our goal is to provide Telvista with the solutions and services it needs to maintain a competitive edge, produce satisfied customers and sustain business growth.”
About Telvista
Telvista, Inc. provides contact center solutions to a broad range of mid-size and Fortune 100 clients. Telvista’s high quality, cost-efficient nearshore and onshore centers provide a competitive advantage for clients with both English and Spanish speaking customers. With contact centers strategically located throughout the US and Mexico, Telvista’s superior technologies and quality personnel deliver a range of customer contact center options, including product support and help desk solutions, customer service support, and sales programs. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. For more information about Telvista, please visit www.telvista.com.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint® Systems Inc. is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.” Visit us at our website www.verint.com.
This press release contains “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995, 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 and uncertainties, 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 year ended January 31, 2010. 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.