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Customer Success Stories

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  1. Retail

    ABC Fine Wine and Spirits

    ABC Fine Wine and Spirits is the largest privately-held fine wine and spirits merchant in the United States. Established in 1936 and headquartered in Florida, the company carries an extensive selection of wines, spirits and beers, along with a selection of gourmet foods that includes cheeses, chocolates, and snack items.

    Read Their Story

  2. Financial Services

    ABN AMRO

    ABN AMRO, a leading financial services company headquartered in the Netherlands, is using Verint Workforce Management to reduce costs from overstaffing and overtime by balancing workloads, improve employee satisfaction and their work-life balance. Their call centre is open to the public 24/7, employs a staff of 1,400 and handles over four million phone calls per year, as well as email, social, and web-based queries.

    Read Their Story

  3. Financial Services

    ABSA

    ABSA Bank, a wholly owned subsidiary of Barclays Africa Group, is one of the largest retail banks in South Africa, with a wide range of financial services products. They use Verint Enterprise Feedback Management to make their customer feedback more manageable across the different products. The feedback is gathered and allows the customer experience & insights team to give valuable details to the different product teams, in order to drive and improve their value proposition and increase customer retention.

    Watch Video

  4. Insurance

    Admiral Group Plc

    Admiral Group PLC, one of the UK’s largest car insurance providers, transforms quality of customer engagement with Verint Call Recording, Quality Management, and Speech Analytics – helping it achieve resource savings, identify process differences to challenge average call handling times, increase efficiency, and streamline and accelerate accurate reporting across departments.

    Read Their Story

  5. Financial Services, Insurance

    Aegon

    Aegon is a multinational provider of life insurance, pensions, and asset management and are transforming their back office processes with Verint Workforce Management. They increased their NPS Score by 41 points, reduced overtime spend by 38%, lowered complaints by 22% and cut failure demand by 27%. The Verint Workforce Management provides the company with unprecedented visibility into employee behaviour and work processing, improves employee productivity, and speeds turn-round times and service level compliance.

    Watch their Story

  6. Business Process Outsourcing

    Alight Solutions

    inA leading provider of benefits administration and cloud-based HR and financial solutions, Alight Solutions leverages Verint Virtual Assistant, which uses conversational AI and machine learning to create a modern engagement experience, as the backbone of its digital self-service web solution, serving upwards of 20 million people worldwide and delivering capabilities and insights that enable the company to continually enhance the service it delivers to its clients.

    Watch their Story

  7. Government, Public Sector

    All Partners Access Network

    The All Partners Access Network (APAN) is an unclassified information sharing service for the U.S. Department of Defense (DOD).

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  8. Insurance

    Allianz

    Allianz Enhances Customer Experience with Verint Speech Analytics

    Owned by Allianz, one of the world’s largest property and casualty insurers, Allianz Partners, a leading provider of travel insurance, corporate assistance, and concierge services, leveraged Verint Speech Analytics for an objective data-driven means to evaluate associate performance and deliver targeted coaching, providing a novel approach to accent neutralization that increased transcription accuracy and improved customer satisfaction.

    Read Their Story

  9. Business Process Outsourcing

    Alorica

    Alorica Simplifies and Fuels Customer Engagement with Verint

    A systems integrator of choice to 25 of the Fortune 50 healthcare companies, six of the 10 largest financial institutions, four of the five largest telecommunications companies, and five of the largest retail companies, Alorica leverages Verint for a scalable and secure workforce engagement platform and a comprehensive, integrated, and flexible suite of workforce engagement solutions to help it simplify its operations and fuel insanely great experiences for customers.

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  10. Business Process Outsourcing

    Atento

    One of the largest providers of customer relationship management and business process outsourcing, with 150,000+ employees and hundreds of call centers across the globe, Atento was name the overall commercial sector winner of the Verint Engage Global Customer Awards for excellence in processes and operations management thanks in large part to its use of Verint Workforce Optimization – elevating efficiency, simplicity, and quality while lowering costs.

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  11. Financial Services

    Banco Sabadell

    Banco Sabadell, one of the largest retail banks in Spain, is using Verint Speech Analytics to help with their digital and commercial transformation to improve business and customer processes within the bank, and to improve their customer service and product offering.

    Watch their Story

  12. Banking Case Study

    This regional chartered bank provides a broad range of traditional banking services and is more than a century old. It has more than 40 banking centers located throughout Louisiana, Texas, and Mississippi, and is owned by a holding company with assets of more than $4 billion.

    Read Their Story

  13. Financial Services

    Bayport

    BayPort Credit Union has been meeting the financial needs of the Tidewater and Hampton Roads, Va., communities since 1928. Throughout the years, BayPort Credit Union has provided financial backing to help members build homes, raise their families and improve their standard of living.

    Read Their Story

  14. Healthcare

    Blue Cross Blue Shield of Louisiana

    The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana leverages a next-generation technology foundation, with Verint Workforce Engagement solutions at the core, to extract and understand critical insights from both customers and healthcare professionals, helping it drive process improvements to enhance the customer experience and business outcomes, as well as elevate efficiency across its customer service operations.

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  15. Retail

    Boot Barn

    Today, Boot Barn has more than 200 stores in 29 States, as well as online shopping via BootBarn.com. The company offers more than 8,000 styles of boots, jeans, shirts, hats, belts, jewelry and more from leading brands such as Wrangler, Ariat, Justin, Carhartt, Dan Post, Resistol and Montana Silversmith.

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  16. Government, Mailing Solutions, Public Sector

    bpost

    bpost, also known as the Belgian Post Group, is responsible for the delivery of national and international mail. They are one of the largest civilian employers in Belgium and have deployed Verint Workforce Management to handle their growing call volumes across different sites, languages and topics. Their main objective was to optimize the deployment of their staff across the front and back office, create visibility, improve lead times and create one planning process to drive efficiencies across the organisation.

    Watch their Story

  17. Financial Services

    CardWorks

    Using the unified Impact 360 Workforce Optimization suite, CardWorks, the largest privately held credit card servicer in North America, realizes greater efficiencies in its call center while simultaneously improving the level of service it delivers to its clients and their cardholders.

    Watch Video

  18. Printing

    Carlson Craft

    The world’s largest wedding and social stationery printer, Carlson Craft used Impact 360 Workforce Optimization, including speech analytics, to increase service levels by 20%, reduce handle time by 15 seconds, improve adherence by 15%, and elevate customer loyalty and retention.

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  19. Business Software and Services

    CIPD (Chartered Institute of Personnel and Development)

    The Chartered Institute of Personnel and Development (CIPD) is the professional body for HR and people development. They are using Verint’s Telligent Community solution to bring together members across the world to learn, debate and connect in open, invite-only and member-only groups, in forums and via the popular CIPD blog. The community now has over 145,000 members across the world, with an average of 11 minutes spent, as well as 1 million visits to the blogs in 2017.

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  20. Government, Public Sector

    City of Guayaquil, Ecuador

    Guayaquil is the largest and most populous city in Ecuador with around 3.75 million people in the metropolitan area. As the nation’s principal commercial and manufacturing center, Guayaquil is located on the western bank of the Guayas River–and is the capital of the Ecuadorian province of Guayas.

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  21. Government

    City of Niterói

    Across the bay from Rio de Janeiro is the growing city of Niterói, also known as the “Smiling City” due to its relaxed pace and robust cultural activities. Niterói is home to 487,327 citizens within an 80.39-mile radius, making it the sixth most populous city in the state of Rio de Janerio.

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  22. Government

    City of Surat, India

    The city of Surat, India, knows the challenges and pain points of a burgeoning population. In addition to approximately 4.4 million residents in an area that’s nearly 126 square miles, the city has a high concentration of key industries, including diamonds, textiles, engineering, oil and gas.

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  23. Government, Public Sector, Utilities and Energy

    City of Tallahassee

    City of Tallahassee Utility Services, one of the top rated public utilities in the U.S., uses Verint Workforce Optimization to help deliver the highest level of customer service, providing more than 200,000 City of Tallahassee customers with a one-stop shop and complete solution to meet their needs.

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  24. Comparis

    Comparis is the leading Swiss Internet comparison service (www.comparis.ch), where customers can easily and quickly compare the rates and services of health insurance providers, other insurers, banks, telecommunications providers and more. The company is based in Zurich and uses the Verint Telligent Community solution to provide its 60 million customers with insight, advice and relevant knowledge through the community forum to deliver modern customer engagement.

    Read More

  25. Credit Counseling

    Credability

    CredAbility, a national leader in non-profit credit counseling, uses Verint recording and quality monitoring and Impact 360 Workforce Management to generate metrics for continuous improvement, optimize the productivity of staff, and deliver a more positive customer experience.

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  26. Government, Public Sector

    Criminal Justice Agency

    This criminal justice agency is one of the largest probation departments in the world. It provides an extensive range of services and deploys more than 5,000 employees in more than 50 locations throughout its geographic area.

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  27. Banking

    Delta Community Credit Union

    Headquartered in Atlanta, Georgia, Delta Community Credit Union is one of the state’s largest financial institutions. Founded in 1940, it serves as a not-for profit, state-chartered credit union whose mission is to provide high-quality, fairly-priced financial services to its members.

    Read More

  28. Information Technology Services

    Document Technology and Services Leader

    Technology

    A document technology and services leader migrated more than half a million knowledge articles and other documents to the latest version of Verint Knowledge Management, creating a global application for knowledge content spanning 23 languages and approximately 700 products.

    Read More

  29. Media and Entertainment

    Dynamic Media and Digital Business Leader

    This leading media company delivers useful and smart content through a diverse portfolio of broadcast and digital businesses. The online content of its digital footprint brings together business and consumers to help enable the best, most informed decisions.

    Read More

  30. Eastern Michigan University

    Located in Ypsilanti, Michigan, Eastern Michigan University (EMU) is a coeducational public university with more than 250 undergraduate and graduate degree/certificate programs in five colleges.

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  31. Manufacturing and Distribution

    Eastman Chemical Company

    The Eastman Chemical Company is a Fortune 500 manufacturer of chemicals, fibers and plastics used in developing a wide array of everyday products. Eastman’s chemical products can be found as part of automotive paints, cosmetics, printing inks, beverages, pharmaceuticals and other consumer products around the world.

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  32. Retail

    Elkjop Case Study

    Elkjop, the largest consumer electronics retailer in the Nordics, deployed Verint’s customer engagement management platform to drive deeper loyalty, enhance retail performance and create an agile, multi-channel service experience to adapt to emerging retail trends and cope with surges of customer enquiries. Legacy systems were integrated into one view of the customer, to enable its agents to deliver a personalised service for multiple retail brands. Elkjop has also increased the flexibility of its contact centers, with the ability to monitor and move resources between contact centers and brands quickly and transparently.

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  33. Business Process Outsourcing

    Entel BPO (Español)

    Entel Contact Center proporciona el mejor servicio BPO (Business Process Outsourcing) para el negocio del cliente, con las mejores prestaciones y estándares en servicio de Contact Center. Este servicio se logra a partir de una gran infraestructura y aplicativos que proporcionan eficiencia y efectividad en los procesos, servicios y productos de nuestros clientes.

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  34. Banking

    Established Banking Organization

    The financial institution was founded more than 65 years ago and was built on the idea that a successful society depends on financial stability, and the local community’s effort and participation.

    Read More

  35. Financial Services

    European Asset Management Company

    A prestigious European wealth management firm, specialising in discretionary asset management and with multiple subsidiaries across the region, is using Verint Verba™ to comply with a strict regulatory framework imposed by both European and local legislation, including MiFID II. The solution enables them to record voice, IM and video across more than 500 endpoints and capture, securely store and retrieve them as and when needed, recording more than 27,000 voice calls and 1,800 instant messages per month.

    Read More

  36. Financial Services

    First Interstate Bank

    First Interstate Bank is an $8.6 billion community banking organization that operates more than 80 bank branches, corporate facilities, and online and mobile banking sites throughout Montana, Wyoming and South Dakota.

    Read More

  37. Insurance

    Fortune 500 Insurer

    Leveraging a full, integrated suite of workforce engagement and voice of the customer solutions from Verint, one of the largest property and casualty insurers in the U.S. more effectively addresses customer service trends and issues, eliminates roadblocks, and simplifies and automates processes to deliver the best possible customer experience – helping it improve first contact resolution by three percent and reduce call volume by 40 percent.

    Read More

  38. Electronics

    Global Technology Company

    Using Verint Enterprise Feedback Management, a global technology company reduced the time it needed to develop and send a survey from days to less than 30 minutes and lowered time to insight from up to three weeks to near real-time.

    Read Their Story

  39. Telecommunications

    Global Telecom Operator

    Global telecom operator optimized resource planning and improved response times, quality, and agent productivity with Verint Workforce Optimization, including Speech Analytics.

    Read More

  40. Healthcare, Non-profit

    Green Shield Canada Partners with Verint to Invest More in Health Management

    Canada’s only national not-for-profit health and dental specialist, Green Shield Canada partners with Verint to modernize its contact center operations – from staff scheduling to quality management to knowledge delivery – giving its agents the tools they need to be their best, so they can provide superior service and, in turn, the organization can more effectively grow and invest in health management within the communities it serves.

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  41. Financial Services

    Grow Financial Federal Credit Union Improves Staff Scheduling

    One of Tampa Bay’s largest credit unions, Grow Financial Federal Credit Union uses Verint Workforce Management to achieve and maintain branch staff scheduling consistency, in turn ensuring optimal staffing to efficiently and effectively meet customer expectations across its network of stores.

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  42. Education

    Higher Education Company

    A for-profit higher education company engaged with Verint experts in an Impact 360 Speech Analytics managed services arrangement to help it more effectively come up to speed and fully utilize the software, gaining quantifiable strategic and tactical data to substantiate and address issues and opportunities with regard to the student experience.

    Read More

  43. Transportation, Travel and Hospitality

    Holland America Line Simplifies and Improves Customer Engagement

    A recognized leader in premium cruising for 145 years, Holland America Line uses Verint Workforce Engagement solutions, including call recording, quality management, workforce management, and speech analytics, to simplify and improve everything from its website to its processes to how it coaches agents, helping it achieve significant savings while optimizing the experience it has with its customers.

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  44. Utilities and Energy

    Home Repair and Maintenance Provider

     

    Part of the retail operations division of a Fortune 500 energy services company, this organization, which offers repair solutions and maintenance plans to homeowners, handles close to one million calls a year, providing 24×7 support to customers owning 1.2 million warranty and leasing contracts.

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  45. Business Services, Utilities and Energy

    HomeServe

    HomeServe is one of the UK’s leading home assistance providers. For more than 20 years it has made its customers’ lives easier by delivering a range of services, including plumbing, drainage, electrics, heating, and more, through a nationwide network of HomeServe approved engineers. The company is using Verint Speech Analytics to analyse reasons for calls, find and address key issues including hold times and repeat calling, and to improve interactions and streamlining the customer journey as a whole. They analysed nearly 2 million customer interactions, reduced hold times by an average of 20 seconds per call, identified drivers of repeat calls to improve processes and reduced overall call levels by 10%.

    Read More

  46. Healthcare

    Humana

    Healthcare

    Humana Inc. is committed to helping its millions of medical and specialty members achieve their best health. Learn how the company has embedded Verint technology, including Call Recording, Quality Management, Workforce Management, Advanced Scorecards, and Speech Analytics, across its front- and back-office operations to support a complete center of excellence model and more effectively drive performance management, enhance customer engagement, and have a more pronounced and positive impact on patients’ lives.

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  47. Insurance

    IAG

    IAG New Zealand, with operations in Australia, New Zealand, and up into Asia, including 12 contact centers located across five cities in New Zealand handling sales, service, and claims, leverages Verint Workforce Optimization to better understand operational performance and deliver actionable intelligence to the business for healthier, faster decisions.

    Watch Video

  48. Utilities and Energy

    Industrial Gas Supplier

    Verint Speech Analytics and Verint Customer Feedback helped the company strengthen communication channels and enabled the customer service team to be a true partner to the business and dynamically focus on meeting customers’ needs.

    Read More

  49. Healthcare

    Innovative Prescription Benefit Management Leader

    Healthcare

    A prescription benefit management leader, who fills almost two billion prescriptions annually through mail order, combines the use of Verint Enterprise Workforce Management, Desktop and Process Analytics, and Scorecards to improve visibility into performance, leading to the faster processing of work and savings of $200,000 a month.

    Read More

  50. Financial Services

    Investment Management Leader

    An investment management leader lowered idle time by 50% in 90 days, reduced headcount by 15% and overtime by 37%, and increased activity per associate by 9% following its deployment of Impact 360 for Back-Office Operations.

    Read More

  51. Large Non-profit Health Insurer Case Study

    A large non-profit health insurer utilized key functionality from Verint Enterprise Workforce Management and Verint Productivity Visualizer to help optimize its attendance and performance management, increasing capacity by 3.5% or $1.25 million in savings over a 12-month period, improving productivity by 16% or almost 800 hours a week, and eliminating upward of $70,000 of incorrectly paid overtime on an annual basis.

    Read More

  52. Retail

    Leading Grocery and General Merchandising Retailer

    One of the largest grocery and general merchandising retailers in the world, with two customer service centers staffed by more than 1,200 employees has deployed Verint Engagement Management, including employee desktop, knowledge management, case management, live chat, web self-service, email management, and whitemail management. They have reduced the volume of customer emails received, reduced the average handle time related to the servicing of customer emails, and decreased overall call volume.

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  53. Insurance

    Leading Multinational Insurance Company

    Deploying Verint Engagement Management, including Verint Web Self-Service, Verint Live Chat, and Verint Email Management, to deliver web-based self-service to meet growing customer demand, a leading multinational insurer based in the Asia Pacific region saved an estimated seven figures from contact deflection over a 12-month period, deflected 40% of high-cost change of address transactions to self-service, and improved email response times by 24 business hours for inquiries to its e-business customer service team.

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  54. Insurance

    Leading Personal Lines Insurer Case Study

    A leading insurer in the U.S., with a financial arm offering life insurance and retirement solutions, used Verint Workforce Optimization with Verint Voice of the Customer Analytics to save more than $1 million by reducing live calls to agents, improve first call resolution by almost 4%, and elevate its industry customer service ranking from the bottom to the top quartile.

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  55. Education

    Leading Private Education Provider Case Study

    A large private education provider, offering undergraduate, graduate, professional development, and other educational programs and services to working adults, increased productivity by 5 to 15% and optimized staffing by 11% in various back-office departments, while maintaining service levels, following its deployment of Verint Desktop and Process Analytics, Enterprise Workforce Management, and Scorecards.

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  56. Financial Services

    Liberty Bank Case Study

    Liberty Bank and Trust was founded in 1972 with a mission to provide innovative, customer-driven products and services to diverse markets, with a particular focus on the African-American community.

    Read More

  57. Insurance

    LV=

    LV= is a UK based financial services company with more than 5000 employees across the country. The company is using Verint Workforce Optimization to bring the organization together on one consistent, flexible platform, enabling them to reach Customer SAT’s of 86%, some of the highest customer retention in the market, to support continued company growth and a seamless customer and employee experience across a variety of channels.

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  58. Transportation

    Major Airport

    A major airport in the United States, one of the world’s busiest, offers daily flights to points throughout North America and is also a major gateway to Europe and Asia. Located about a dozen miles from the downtown of a major U.S. city, the airport emphasizes customer service and satisfaction, and features top-quality facilities.

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  59. Government, Public Sector

    METCAD 9-1-1

    Established in June of 1979, METCAD 9-1-1 is the primary Public Safety Answering Point (PSAP) serving Champaign County, Illinois, which has a population of more than 200,000. With a staff of 30 call takers/dispatchers, two supervisors, three technical resources, and three administrators, METCAD 9-1-1 provides direct dispatch service for law enforcement and fire agencies throughout Champaign County.

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  60. Financial Services

    MIDFLORIDA Credit Union

    Using Verint Strategic Desktop and Process Analytics, MIDFLORIDA Credit Union, the fourth-largest credit union in Florida, gained greater insight into teller handle times – enabling it to improve staffing levels and operational efficiencies across its branch network – and improved service delivery by empowering its employees to deliver an outstanding member experience.fin

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  61. Minneapolis St.Paul Metropolitan Council Metro Transit Case Study

    The planning agency that serves the region’s seven counties comprised of Anoka, Carver, Dakota, Hennepin, Ramsey, Scott, and Washington. In addition to operating an integrated network of bus and light rail transit within the city limits through subsidiary Minneapolis-St. Paul Metro Transit, the Council’s responsibilities include providing cost-effective transit and wastewater services, coordinating orderly and economic development, and assisting the communities in their growth plans.

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  62. Real-Estate

    MRIS

    The nation’s largest MLS provider, MRIS relies on Impact 360 Workforce Optimization to measure and adapt its customer service operations to do more for customers with less staff—improving overall productivity, quality, and customer satisfaction.

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  63. Manufacturing and Distribution

    MSC Industrial Supply Co.

    A winner of a 2017 Engage Global Customer Award in the “Enriching Interactions” category, MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair and operations (MRO) products and services, uses Verint Workforce Optimization to help drive productivity up, keep operating costs down, and deliver a seamless, personalized, positive experience to customers anytime and anywhere.

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  64. Networking and Communication Technology

    Multinational Network Case Study

    A leading designer, manufacturer, and distributor of networking equipment, with tens of thousands of employees worldwide, deployed Verint Enterprise Feedback Management to further unify its listening activities and feedback initiatives, helping facilitate a more holistic approach to customer listening and contributing to more than $300 million in overall cost savings.

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  65. Financial Services

    National Bank of Commerce

    For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the Twin Ports of Wisconsin and Minnesota. The financial institution is dedicated to making a difference in the financial lives of the people, communities, and businesses it serves.

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  66. Healthcare

    National Healthcare Leader

    ​This national healthcare leader, offering an integrated and coordinated approach to care for its patients, which has enabled it to exceed national quality standards, implemented Verint Workforce Optimization and Verint Analytics-Driven Quality to help it become more efficient and productive and, most important, improve its ability to serve its patients quickly.

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  67. Navy Federal Credit Union

    Serving current and former members of the military and the Department of Justice and their families, Navy Federal Credit Union, the world’s largest credit union with over seven million members, over $77 billion in assets, and over 14,000 employees, leveraged Verint Workforce Optimization to help automate staff planning and scheduling, in turn saving millions of dollars by reducing overtime and avoiding excess staffing.

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  68. Mailing Solutions

    Neopost Case Study

    As a leading worldwide supplier of mailing solutions, Neopost operates in 29 countries with annual sales exceeding €1 billion. The company’s inside sales team makes up 75 percent of its 142-seat UK contact centre, which delivers sales through service as well as consumables and office products. The company uses Verint Quality Monitoring, Speech Analytics and Workforce Management to drive business growth through a superior customer experience. Using Feedback to create new, intelligent business processes has allowed them to improve the NPS by 15%, reduce the number of billing calls by 42% and increase employee engagement by 73% and productivity by 30%.

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  69. Government, Healthcare

    NHS Business Services Authority Pensions (NHSBSA)

    Government, Healthcare

    NHSBSA is the largest centrally administered public sector pension scheme in Europe. Partnering with Verint, they aimed at creating a centralized work distribution and planning function, providing them visibility of work irrespective of source, identify resource capacity and effective training planning to create a modern back-office, focused on continuous improvement and business objectives.

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  70. Government, Public Sector

    North Lanarkshire Council

    North Lanarkshire Council transforms digital service delivery and outcomes with Verint Digital First Engagement Management, ensuring customers receive prompt and efficient multichannel local government services and delivering forecasted cost savings of £785,000 annually.

    Read More

  71. Healthcare

    Pharmacy Benefits Management Company

    This leading U.S. pharmacy benefits manager identified and recaptured idle and non-production time by monitoring employee desktop activity with Impact 360 Desktop and Process Analytics, translating to $80,000 a week in savings.

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  72. Utilities and Energy

    Pivotal Home Solutions Elevates Customer Centricity with Verint

    Pivotal Home Solutions, which services approximately 1.2 million repair and maintenance plans in 18 states to help protect homeowners from the costs of unexpected repairs to their home’s systems, lines, and/or appliances, uses Verint Workforce Optimization to automate many of its customer service processes, as well as more effectively measure and improve performance, so it can optimally staff to meet customer needs, engage with customers quicker, and enhance the customer experience.

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  73. Technical Support

    Plum Choice Case Study

    Technical Support | Technology

    Providing specialized technical support services to consumers and businesses, PlumChoice leverages Verint Workforce Optimization, including Verint Desktop and Process Analytics, to enable its employees to excel at providing customer service, leading to first contact resolution growing from 64% to 70%, average handle time shrinking by 64 seconds, and off-phone activity decreasing by 11%.

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  74. Government, Public Sector

    Reducing Reoffending Partnership – NO PDF

    The Reducing Reoffending Partnership is using eg Operational Intelligence® including eg work manager® to efficiently administer cases in two centres in the UK from a range of external sources such as the police, the courts, and the National Probation Service. The solution enables them with insight into work throughput, performance, improved forecasting, and increased quality and compliance management. Some of the benefits the RRP has achieved include a saving of £250,000 annually, call abandon rates reduced by 50% and clearance of all historical case backlogs.

  75. Financial Services

    Regional Chartered Bank

    This regional chartered bank provides a broad range of traditional banking services and is more than a century old. It has more than 40 banking centers located throughout Louisiana, Texas, and Mississippi, and is owned by a holding company with assets of more than $4 billion.

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  76. Financial Services

    Riyad Bank

    Riyad Bank is one of the largest financial institutions in the Kingdom of Saudi Arabia and the Middle East, offering a wide range of innovative, Sharia compliant financing solutions through a multichannel, multinational network. They are using Verint Enterprise Feedback Management to capture, analyse, track, and act on customer feedback. They have achieved a 50% reduction in customer loan application process time, saw a 267% increase in completed NPS surveys and completed more than 100,000 surveys since launch.

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  77. Education, Non-profit

    Road Scholar

    Not-for-profit, Educational Travel

    Not-for-profit Road Scholar, the world’s largest and most innovative creator of educational travel adventures for adults, uses Verint Telligent Community to foster more communication between participants, with more than 60,000 community registrations and approximately 5,000 groups and growing helping to drive greater, more efficient, and more effective participant-to-participant interactions.

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  78. Education, Healthcare

    Royal College of Physicians

    How do you analyse feedback from 20,000 consultant- and trainee physicians? This was the challenge facing The Royal College of Physicians (RCP), a registered charity that aims to ensure high-quality care by promoting the highest standards of medical practise. The charity uses Verint Enterprise Feedback Management to capture feedback from physicians quickly and easily, aggregate data across surveys into a single, unified view on the solution’s dashboard, supported by it’s analytics tools and reporting function.

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  79. Business Software and Services

    Sage Community Case Study

    A leading enterprise software company, Sage implemented Verint Telligent Community in North America to move to a single online community platform to help achieve more consistent branding and messaging within the market and among customers, in turn increasing customer engagement to more than 20,000 visits each weekday, growing return visitors to two-thirds of total traffic, enhancing the customer experience, and reducing licensing and maintenance costs.

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  80. Telecommunications

    Sky Germany

    Broadcasting Services

    Sky Deutschland AG is using Verint Knowledge Management to empower its 3000 first-line support agents in 20 service centres to resolve increasingly technical enquiries during initial calls. Verint Knowledge Management is integrated with their own Siebel CRM system. The organisation has experienced a 70% increase in customer satisfaction, reduced employee training, ability to provide rich technical knowledge and a reduction in the AHT to just over 8 minutes.

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  81. Financial Services

    SNS Bank Case Study

    Integrating its client management system with Verint Knowledge Management, SNS Bank, a Dutch retail bank offering financial products to both companies and individuals, improved the quality of customer interactions, resulting in a significant jump in customer satisfaction in just three weeks following deployment.

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  82. Government, Public Sector

    State Social Services Agency Case Study

    Deploying Verint Workforce Optimization, including Verint Speech Analytics, and Verint Back-Office Workforce Optimization, this state social services agency, with 1,300 employees spanning approximately 40 main service offices, 20 branch offices, and a virtualized contact center, identified upward of 20% efficiency improvement and, conservatively, anticipates FTE savings of more than $4 million annually.

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  83. Business Process Outsourcing

    Sutherland Global Services

    A leading global process transformation company, Sutherland, which operates across 19 countries and executes more than 43 million transactions a month, leverages Verint Workforce Engagement solutions, including Verint Speech Analytics, to gain valuable, actionable business insights around everything from customer needs to meeting compliance requirements, in turn helping it reengineer and simplify processes, drive greater automation and process efficiencies, and further modernize its operations to enable better, faster, and cheaper service to its end customers.

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  84. Financial Services

    Tatra Banka Case Study

    Tatra banka, one of the most innovative banking houses in Central and Eastern Europe, uses Verint Workforce Management to forecast and schedule more accurately, as well as proactively identify and quickly address staffing issues, helping it ensure an optimized workforce, efficient contact center operations, and, most important, highly-satisfied customers.

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  85. Telecommunications

    Tele2

    Leading telecommunications provider Tele2, who provides television, internet, telephony, and mobile 4G services, implemented Verint Knowledge Management across its branches in Europe, helping it ensure more effective and consistent employee communications with customers and improve knowledge transfer to increase customer and employee satisfaction.

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  86. Business Process Outsourcing

    Telus International

    Staffing & Outsourcing Services

    A leading global business process outsourcer, TELUS International uses Verint Workforce Optimization and Speech Analytics to support its goal of putting customers first and helping its customers understand their business better, so they can achieve higher levels of customer satisfaction and better operational results.

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  87. Biotechnology

    Thermo Fisher Scientific

    Biotechnology

    The world leader in serving science, Thermo Fisher Scientific, with revenues of $18 billion and more than 55,000 employees worldwide, needed a better way to maintain and administer customer surveys, as well as combat the increased costs of supporting users on multiple survey platforms.

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  88. Financial Services

    Ticket Servicos SA (Portuguese)

    A Ticket Servicos SA, pioneira e líder no setor de alimentação e benefícios alimentares, com produtos e serviços de pagamento inovadores em alimentos, transporte, cultura e prêmios, implementou uma AI robusta de conversação via Verint Virtual Assistant para fornecer energia a “Eva”. é a solução de autoatendimento digital da web, que oferece um novo canal de interação para seus clientes e comerciantes, o que ajudou a automatizar ainda mais o envolvimento do cliente, aumentar a qualidade do serviço e reduzir o volume de chamadas.

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  89. Business Process Outsourcing

    TMJ

    Staffing & Outsourcing Services

    TMJ Inc., a leading Japanese telemarketer and business process outsourcer, uses Verint Speech Analytics to reduce the amount of time required for voice of the customer analysis from a few months to a few weeks, increasing the speed of improvement activities.

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  90. Business Process Outsourcing

    TriNet

    Staffing & Outsourcing Services

    A trusted strategic HR partner to growing businesses, TriNet saved $300,000 in overtime in its first year using Impact 360 Workforce Optimization across its front-line customer service and back-office operations, while also elevating employee productivity and performance and increasing customer satisfaction.

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  91. Media and Entertainment

    Turnkey Intelligence

    Turnkey Intelligence, an independent third-party research firm recognized, respected, and trusted by the top entities in sports and entertainment, uses Verint Enterprise Feedback Management as the critical foundation for its commercial research offerings, soliciting and capturing feedback from more than one million sports and entertainment fans annually to drive customer experience improvements at more than 220 professional and collegiate properties, leagues, brands, and events.

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  92. Business Software and Services

    Tyler Technologies

    Tyler Technologies Simplifies, Automates, and Modernizes Client Engagement

    The largest software company in the U.S. solely focused on providing integrated software and technology services to the public sector, Tyler Technologies implemented Verint Telligent Community to help it deliver a more innovative and cohesive customer experience. With the advent of a client community, the company saw client engagement skyrocket while decreasing support calls, increasing first call resolution and sales, and enhancing brand image, client communication, and product feedback.

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  93. Transportation

    Tyne Tunnel Case Study

    The Tyne Tunnels, are high-volume vehicular toll tunnels that form part of the A19 Road and are managed by the agency TT2 Limited. Tyne Tunnels are located in the United Kingdom beneath the River Tyne, between the historic towns of Wallsend, in North Tyneside, and Jarrow, in South Tyneside. Originally completed in 1967, the tunnels provide a vital connection between North and South Tyneside.

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  94. Transportation

    U-Haul Simplifies, Automates, and Modernizes Staff Scheduling

    A leading choice of do-it-yourself movers, with a network of more than 21,000 locations across all 50 states and 10 Canadian provinces, U-Haul International moved to Verint Enterprise Workforce Management to effectively scale its staff scheduling to meet business growth, as well as simplify, automate, and modernize its operations and processes to improve employee engagement and deliver the best possible service to customers.

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  95. Government, Public Sector

    U.S. Army Recruiting Command

    Responsible for recruiting for both active and reserve personnel, helping to ensure national security and readiness, the U.S. Army Recruiting Command (USAREC) leverages Verint Enterprise Feedback Management for greater data insight to help drive change and ensure optimal recruiting program performance.

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  96. Business Process Outsourcing

    Unisono

    Unisono is a Spanish Business Process Outsourcer with offices in Spain, Colombia, Chile and the United Kingdom. The company offers services in business process outsourcing, call centers and consulting, collection management, social networking, and technology with a workforce of around 7500 employees. Using Verint Workforce Management has helped them become more agile and flexible, increase productivity by 5 points, reduce absenteeism and increase employee satisfaction year on year.

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  97. USANA Health Sciences

    With a mission to develop and provide science-based health products of the highest quality, USANA Health Sciences selected and uses Verint Call Recording and Verint Quality Management to help unify and simplify customer engagement, enabling higher-quality and more consistent service delivery across the many countries it operates and, as a result, more satisfied and loyal customers.

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  98. Holiday Tour Operator, Travel and Hospitality

    Vacanceselect

    Vacanceselect is a Dutch Touroperator, offering holidays throughout Europe. They use Verint Express to gain insight into customer recognition and performance across their European Offices. Since using Verint Express, the company has seen an increase in first time fixes and have logged one FAQ to help agents and provide customers with one version of the truth. Due to the insight gained, cooperation between the local offices and the management team has improved. Employee happiness has increased significantly and the company has managed to increase their customer NPS by 12 points in the last 2 years.

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  99. Banking

    VyStar Credit Union Leverages Verint to Monitor their Network, Prevent Video Loss and Maximize Uptime – NO PDF

    VyStar Credit Union was founded in 1952 as Jax Navy Federal Credit Union to serve civil service, military employees and their families at Naval Air Station in Jacksonville, Fla. VyStar has relied on advanced video surveillance for years but wanted to enhance its capabilities. VyStar selected Verint EdgeVR, Verint EdgeVMS Vid-Center, and EdgeVMS Op-Center to manage video surveillance and data capture across its branches.

  100. Financial Services

    Wells Fargo | Financial Services

    Wells Fargo leverages Verint Workforce Optimization, including Speech Analytics, to help optimize its workforce, improve agent efficiency, reduce costs, and build best practices that enhance customer engagement and enable the delivery of a superior customer experience.

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  101. Financial Services

    Wesbank

    Wesbank is financial services provider in South Africa with approximately 2000 employees. They are using Verint Desktop and Process Analytics in the front and back office to bring their disparate systems together and create one view of the entire customer engagement. Since they have started using the solution, they have managed to reduce call volumes by 24% while the customer base has increased by 36%, and have seen a 16% improvement on their first contact resolution.

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  102. Housing Care and Community Regeneration, Real-Estate

    Wheatley Group Case Study

    Housing, Care, and Community Regeneration

    Wheatley Group, Scotland’s leading housing, care, and community regeneration group, used Verint Engagement Management, including employee desktop, case management, knowledge management, and web self-service, to help introduce a richer, more personalized customer experience; ensure consistent service across phone, web, email, SMS, and local offices; and deflect more costly phone contacts to more cost-effective self-help channels.

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