Multinational FinancialServices Company

Customer
Success Story

OpportunityRegion
GlobalSolutions

Verint®
Workforce Management™*
Verint AutomatedQuality Management™
Verint Application Triggers™

One of the most renowned names in the financial services industry, this company
provides financial innovations and solutions to help individuals, governments, andbusinesses realize their greatest potential. To support this purpose, the company
aspired to empower its global contact center operation, with 10,000+ agents andsupporting 67 languages, to respond to any customer interaction, regarding anycase, through any channel, and in any call center, whether it be Manila or Mexico City,
depending on the agent available and the skill set required.
Key to this transformation was a clear vision and its partnership with Verint®, which
offered the depth and breadth of customer engagement solutions to support its global
contact center requirements.

Verint Application Visualizer™
Verint Speech Analytics™
Verint Text Analytics™
Verint Digital Feedback™
Verint Voice Survey™

Verint Engagement
Orchestration™
Verint Knowledge
Management™
Verint Chat and Email™
Verint Community™

Industry

Financial ServicesResults• Increased quality scoresby nearly 10% and reducedAHT by more than 60%.

• Improved customer

satisfaction by 10 points.

• Cut agent training timeby upwards of 85%.

• Streamlined digitaltransactions to be 76% fastervia improved self-service.

Solution
The financial services leader began its transformation working from the inside out,
initially deploying Verint Engagement Orchestration™, Verint Knowledge Management™,Verint Chat and Email™, and Verint Workforce Management™ to form a solid customer
engagement framework and empower its workforce to be more efficient and effective.
These solutions also supported another critical goal of driving digital-first engagement
via self-service processes and continuous improvement.
Overall, a key objective was to hide the complexity of the myriad of underlying
systems, channels, rules, and processes agents were using worldwide. Today, everything
the company’s agents need is brought together elegantly and simply on one screen.
Using Verint Engagement Orchestration, the company captures and presents voice,chat, email, knowledge articles, case notes, and even customer satisfaction surveys ina universal agent environment.
With Verint Workforce Management, the company captures workforce activity andperformance data to support capacity planning and scheduling on a global scale.
As a result, it ensures the right resources are in place to support call volumes andhelp meet its 20-second average speed to answer and under two percent abandon
rate commitments.
With a core contact center foundation firmly in place, the company expanded its Verint
footprint to include Verint Application Triggers™, Verint Application Visualizer™,
Verint Automated Quality Management™, Verint Speech Analytics™, Verint Text Analytics™,
Verint Digital Feedback™, and Verint Voice Survey™.

Use of Verint solutions enabled the financial services
leader to deploy a purposeful, evolving technology
stack to ensure best-in-class responsiveness, operational
efficiency, and optimal performance.

Verint Application Visualizer was deployed to help theorganization pinpoint agent struggles and to better
understand and model the actions of top performers.
From this, it can ensure the best path for optimal agent
productivity and elevated customer satisfaction.
Verint Automated Quality Management was added toenable automatic evaluation of 100 percent of calls.
Removing the onus and limitations of manual scoring,
the solution also provides contact center leadership withgreater depth and breadth of call quality data.
Finally, Verint Speech Analytics, Verint Text Analytics,
Verint Digital Feedback, and Verint Voice Survey support
the company’s continuous improvement objective. With
these solutions, it can more effectively uncover, understand,and act on customer needs, issues, call drivers, and more
to elevate customer experience.

Benefits
Use of Verint enabled the financial services leader todeploy a purposeful, evolving technology stack to ensure
best-in-class responsiveness, operational efficiency, andoptimal performance. Today, the company is achieving
exceptional results, including improvements in averagehandle time (AHT) from 1,200 to 450 seconds and quality
scores from 80.1 to 90 percent. In addition, it has seena 10-point uplift in customer satisfaction.

Verint Engagement Orchestration, in concert with Verint
Knowledge Management, also helped the company reduce
agent training time by making it easier for agents to findthe right answers to simple to complex customer inquiries.
Given the intricacies of the financial services sector, and thefact that the company’s agents had to navigate a broadportfolio of 55 different products, this proved to be a godsend.
Whereas previously it took six weeks to train an agent,
new agents can now take calls with minimal supervision in aboutfour to five days, with AHT metrics on par with seasoned agents.
The company’s universal agent environment, where Verint
Engagement Orchestration forms the backbone andVerint Knowledge Management the brains, also helps it
more effectively comply with data security and privacy
requirements worldwide. The system surfaces only theinformation needed to assist customers, without the needfor agents to access any transaction-based systems. On topof this, knowledge-infused processes prompt agents as to thenext-best action.
Further supporting its goal of driving digital-first engagement,
the company’s Verint technology stack enables customers toconveniently self-serve, performing transactions and accessing
information anytime. This has had a measurable impact on
contact center cost and process efficiencies, as well as customer
satisfaction. In fact, based on the results achieved to date,the company is doubling down on its digital-first engagement
efforts with the addition of Verint Community™.

During the height of the COVID-19 pandemic, when facing
contact center shutdowns with only a 12-hour notice,Verint Engagement Orchestration and Verint Workforce
Management were critical in enabling the company
to quickly transition its agents to work-from-homeenvironments where they could promptly resumeservicing customers.

Learn more atwww.verint.com

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