Connex: Forging Customer
Success Through Innovation
and Forward Thinking

Verint Partner
Case Study

Opportunity

Headquarters
Richmond Hill,
Ontario, CanadaConnex is a leading-edge systems integrator with over 600 employees in 14 offices inNorth America. The company provides next-generation solutions and services, comprisedof best-of-breed technologies, spanning the customer engagement, team collaboration,and IT solution areas. Connex also has dedicated Salesforce, security, and infrastructure
practices, bringing a wide breadth of offerings to its customers.

WebsiteWith clients — including some of the world’s best-known brands — across financialservices, technology, utilities, government, hospitality and a range of other industries,
Connex has long held a commitment to exceptional customer service, supporting its
customers’ success through innovation and forward thinking.

www.connexcare.com

Connex’s PIT Crew — or Product Innovation Team — conducts widescale test runs withnew technologies to streamline deployment and support systems modernization with
reduced risk.
Today, Connex has more than 150,000 endpoints managed across over 75,000 agentsthroughout its client organizations. Customers have access to extensive Connex resourceson the ground, along with 24/7/365 bilingual customer support.

Solution
Partners with Verint since 2014, Connex implements, integrates and supports Verint’s
broader customer engagement solution portfolio for enterprises in North America.
Working together, Connex and Verint support customers of all sizes, and across a broad
range of industry verticals, helping them attain greater operational efficiency in their callcenters, back office, and branch locations.
Connex brings a comprehensive system integration skill set that combines businessconsulting, expertise in cloud and on-premises systems deployment, and contact center
know-how to solve today’s most challenging problems for its clients.
Connex provides its customers with ROI studies on a quarterly basis to measure thevalue of Verint solutions — which average in the +20 percent range. Connex’s application
support services assist clients in managing configurations on their behalf to ensure
Verint solutions are performing optimally.
Connex and Verint also partner to work hand-in-hand with customers to conduct
Proof of Concepts to prove out the value of Verint solutions.

“If you don’t keep evolving, you’ll be left behind. Verint is at theforefront of customer engagement and continuing to innovate,pushing the envelope with new solutions. It’s gratifying to partnerwith Verint to bring innovative solutions to market together.
– Jay Kunarathnam, chief operating officer, Connex.

Large Canadian Financial
Institution Focuseson Customer Insights
Connex assists customers with leveraging Verint technology,
including Verint® Speech Analytics™, to surface customer
insights. One such client is a large Canadian financial
institution, which has leveraged Connex support and Verint
technology to create a Customer Experience Analytics teamthat has become a trusted source of insights for customer
and agent experience across five contact centers in NorthAmerica.
Data collected in these centers yields intelligence that theorganization uses to identify and respond to high-volume,
low-value calls and to quickly surface and act upon calldrivers that yield longer handle times and frustration.
A large Canadian financial institution leverages speech
analytics to create substantive categories, identify calldrivers, and develop mitigation tactics to proactivelyaddress them effectively across the organization.
In one example, the organization took corrective actionthat resulted in a reduction of 3,000 calls per month. Alarge Canadian financial institution also identified the top
five drivers of repeat calls, developing training materials,
employee communications and manager coaching toaddress the root causes.

Why Connex
Partners with Verint“Connex’s number one mantra is we want to make life easy
for our clients,” said Jay Kunarathnam, chief operating
officer, Connex. “Verint offers industry-leading customer
engagement technologies such as Speech Analytics andDesktop Process Analytics that are powerful tools to help us
solve our customers’ problems, attain greater insight, anddeliver more business value.”“If you don’t keep evolving you’ll be left behind. Verint is
at the forefront of customer engagement and continuing
to innovate, pushing the envelope with new solutions. It’s
gratifying to partner with Verint to bring innovative solutions
to market together,” he said.
“We love the people at Verint that we work with,” continued
Kunarathnam. “We have very strong relationships all acrossthe organization; our CEO has a long-standing relationshipwith Verint’s CEO — all the way down to Verint’s country
managers, senior vice presidents and account executives.
This ongoing communication and collaboration is key tosupporting our go-to-market strategies.”

Learn more atwww.verint.com

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