Verint Honors 7 Award-Winning Customers Achieving Remarkable Results in Customer Engagement - Seite 2

Winner: Guardian
Every day, Guardian gives 27 million Americans the security they deserve through their insurance and wealth management products and services. Since their founding in 1860, their long-term view has helped their customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today they’re a Fortune 250 company and a leading provider of life, disability and other benefits for individuals, at the workplace and through government sponsored programs. Guardian’s community is committed to serving with expertise when, where and how their clients need them. Guardian sought to simplify, modernize, and automate its workforce planning capabilities by moving its deployment of Verint’s Workforce Management (WFM) solution into the cloud and extending it beyond its contact center operations to encompass and modernize its back-office functions. This included departments focused on preparing a quote for sale, new business and case installation processing, billing, claims, and customer service.

Winner: VyStar
VyStar Credit Union is the largest credit union headquartered in Northeast Florida and the 17th largest credit union in the nation ranked by asset size. They now serve over 655,000 members, with assets totaling more than $8.6 billion. VyStar recently expanded its partnership with Verint to combat fraud in their contact center while simplifying, modernizing and automating member authentication, and ultimately enhancing member security while improving the member experience. The VyStar-Verint combined solution leverages desktop process analytics, speech analytics, and identity authentication and fraud detection.

Highly Commendable: Commerce Bank
Commerce Bank has endeavored to add new offerings that are of value to its customer base and offer added convenience. Commerce Bank is leveraging Verint Workforce Engagement solutions to plan, forecast, and optimally schedule employees to match workload demands. Further, the leading bank uses Verint Coaching to tie coaching together with scorecards and training, along with Quality Management to optimize cost, quality and service. As a result, Commerce Bank has enjoyed quality scores of 86 percent; schedule adherence of 93 percent and first call resolution of 83 percent.