Workforce Management Featured Article
Verint Honored for Workforce Optimization Solution of the Year
Customer engagement played a starring role at the recent Contact Center Excellence Awards, and Verint (News - Alert) Systems and several of its customers were honored for excellence in the contact center and customer service arenas. Verint specializes in Actionable Intelligence solutions designed to promote customer engagement and boost cyber intelligence.
The company received an award for Workforce Optimization Solution of the Year, as well as an honorable mention for Omnichannel Solution of the Year. Verint’s solutions are focused on Actionable Intelligence and are architected to capture large amounts of data from a variety of sources. Analytics are applied to glean insights and intelligence from a giant amount of information, all with the goal of optimizing customer engagement and boosting global cyber intelligence.
The Verint Actionable Intelligence platform offers data capture of structured and unstructured data like operational, network, transactional and web data. Data processing features cleanse, fuse and prepare data for analysis, which uses a variety of engines and AI technologies to glean insights and promote automation. Processes include classification, correlation, anomaly detection, identity extraction, behavioral analysis and predictive analytics. Finally, data visualization simplifies presentation of those valuable insights to make it easier for users to make quicker, more informed decisions.
“We are very proud to be recognized as a winner and market leader, especially alongside some of our customers who were also honored,” said Nancy Porte, vice president, global customer experience at Verint. “We’ve continued to evolve our solutions by listening to our customers and understanding their business needs.”
Some of those Verint customers also received awards, including Alorica, which was honored as BPO of the year, and Bullhorn, winner of best in class contact center. Backcountry.com received an honorable mention for best in class contact center, while the Navy Federal Credit Union also received an honorable mention for best contact center culture.
“We heartily congratulate the very talented and driven contact center professionals at Alorica, Bullhorn, Backcountry.com and Navy Federal Credit Union for their award wins,” added Porte. “Over the years, it has been our customers who inspire us to lead the industry with powerful capabilities to empower the workforce and build customer loyalty. We partner with our customers by going beyond the contact center and understanding their overall brand’s mission and vision.”
Edited by Maurice Nagle
