Clayton Homes Deploys Verint Systems Inc.'s Verint Speech Analytics
May 20 15
Verint Systems Inc. announced that Clayton Homes has deployed Verint solutions working in conjunction with Sound Communications Inc. to enhance the customer experience and support one of the company’s core values. Clayton Homes has implemented Verint Speech Analytics™ in 12 customer-facing departments across its organization. As an existing user of Verint Call Recording™, it sought a complementary, best-in-breed solution that would allow it to extract intelligence from customer interactions and gain insight into the root cause of customer calls, identify strengths and weaknesses with products and internal processes, and enhance training and development for agents. The Verint solutions are helping Clayton Homes capture, analyze and act on customer feedback that comes into multiple departments and those of the affiliates and family of brands that build, sell, finance, lease and insure its homes. Verint Call Recording provides Clayton Homes with a proven, reliable system for recording, indexing and retrieving voice, screen and other methods of customer interactions. Combined with the strength of Verint Speech Analytics, the organization can quickly and more efficiently mine recorded calls and analyze customer interactions to proactively identify early trends and opportunities, and use that insight to train and develop its employees. Speech analytics also is helping the company analyze a larger percentage of calls to get a more precise, granular view of customer issues and requirements.
U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions
Apr 30 15
Verint Systems Inc. announced that a U.S.-based state government agency will implement its workforce optimization software to help optimize citizen engagement. Already a customer of Verint’s quality management and recording solutions, the agency pursued new workforce management, eLearning and performance management capabilities to help advance operational efficiencies, gain greater visibility across its enterprise, and address advanced business requirements unrealized through its incumbent solution. The state government agency is focused on serving citizens with respect, concern and professionalism, while also providing excellent and efficient service. Like many government agencies, it operates in a resource-constrained environment and is required to comply with a number of data security regulations. Using the Verint solution 1 will help the organization achieve its goals and requirements through the advanced forecasting and scheduling of workload and staff in its contact centers, and by providing a standardized framework for tracking, managing and improving employee performance. By capturing and aggregating data across multiple systems, Verint solutions help drive efficiency—providing enterprise-wide visibility into what agents are working on, how effectively they’re performing and where there is a need to refresh skills. With the addition of robust workforce management, eLearning and performance management capabilities, the agency will now be well positioned to capture, analyze and act on the intelligence needed to tie employee activities to overall goals, adjust training and processes as needed, and implement a cycle of continuous improvement to drive superior citizen service. Verint Workforce Management provides visibility into staffing, processes, and work across the areas of the enterprise that impact the customer experience. It also helps organizations reduce costs and enhance performance by staffing appropriately to meet current and projected workloads. To automate and simplify training, Verint eLearning ™ makes lessons available on the desktop and delivers them at the most opportune time. Combine these offerings with Verint Performance Management ™ and the organization has access to role-appropriate scorecards and an extensive set of predefined key performance indicators (KPIs)—along with the ability to create customized KPIs—to help employees see how they’re performing against their goals.
Verint Systems Inc. Announces Addition of Gamification to its Customer Engagement Optimization Portfolio
Apr 20 15
Verint Systems Inc. announced the addition of gamification to its customer engagement optimization portfolio. This new enterprise software solution is designed to drive employee engagement—and in turn, improve sales, customer service, social collaboration and training—as well as help employees achieve both personal performance goals and corporate objectives. Gamification is the process of using game mechanics and game thinking in non-gaming contexts and in a business setting to engage users to solve problems in a fun and productive way. With Verint Gamification™, game mechanics are applied to drive employee engagement, communicate goals, measure and acknowledge achievements, inspire collaboration and motivate teams. Verint Gamification helps organizations create unique employee work environments and better ways to foster, track and acknowledge performance improvement and success on an individual level, as well as from a team, group and enterprise perspective. The software is designed to transform the process of acquiring, maintaining and improving the skills, knowledge and behaviors necessary for employees to successfully perform their job functions. The next-generation gamification solution goes beyond badges and leaderboards to leverage rich game narratives that provide clear calls-to-action and a renewed focus on accountability toward personal and shared performance metrics, on-the-job mastery, and heightened customer interactions driven by engaged employees. It can be deployed rapidly in organizations and facilitate accelerated time to benefit as a true business application in lieu of a toolkit-oriented gamification approach requiring additional services, resources and time. The new gamification solution embeds technology from GamEffective into the Verint portfolio, which also includes Verint Performance Management™ products, such as scorecards, Verint eLearning™ and Verint Coaching™. This is in addition to complementing the Verint Enterprise Feedback Management™ voice of the employee solution. It leverages employee performance data from these applications to engage employees in challenging, yet fun and competitive simulations to improve desired skills, behaviors and performance outcomes. With flexible game rules, users can easily configure the solution to meet their organizations’ unique requirements, all without custom coding. While engaging employees, it also maintains a focus on team building. Additionally, it features non-competitive leaderboards, raffles, boosters and ad-hoc competitions—and can deliver gamified simulations, quizzes, surveys or polls, along with embedded videos and presentations. Gamification also can have a measurable impact on sales, knowledge collaboration, training, quality, and customer engagement. Through smarter engagement in sales scenarios, it provides guidance toward activities to achieve desired outcomes. Knowledge collaboration fosters the sharing of best practices, and using and contributing to a growing knowledge base. Training examples include onboarding new hires, and providing refresher training for new product launches, programs and policies. Its quality focus helps reduce errors in work across both front- and back-office operations. And in customer engagement, it helps lead customers to desired actions on websites, social forums, or to respond to surveys, and likewise, to heighten customer loyalty.