Market Research Finds More Customers Worldwide Deploying Verint Solutions
Mar 28, 2013 (Close-Up Media via COMTEX) --
Verint Systems Inc. announced that industry analysts have published new research reaffirming the company's continued worldwide market leadership in recording solutions for contact centers, a critical anchor solution for any organization's customer-centric workforce optimization (WFO) strategy.
According to a release, organizations looking to enhance and strengthen their compliance posture by identifying and analyzing customer complaints can leverage Verint's suite of solutions that enables the analysis of all recorded customer interactions.
According to newly released market research from Pelorus Associates, Verint is the leader in contact center software and services worldwide.1 DMG Consulting also has published new research on quality monitoring (QM) and recording that points to Verint as the global leader in voice recording.2 Verint has long been recognized as a leader and innovator in recording and QM applications. In fact, the company holds over 300 patents and applications worldwide in this area, and thousands of customers around the world use its patented recording capabilities for quality and compliance.
By leveraging Verint's recording, WFO and Voice of the Customer Analytics solutions, organizations can proactively monitor and analyze customer requirements, complaints and feedback. With the premise that regulated institutions are incorporating the analysis of consumer complaint data into their compliance management programs, Verint's solutions help capture data across channels, including phone calls, emails, social media and other online communications channels.
Verint's Voice of the Customer Analytics, which includes speech and text analytics solutions, can provide organizations with early warning signs and pinpoint specific interactions for:
-Emotions and sentiment to capture strong negative (and positive) attitudes stemming from consumer comments
-Terms that may be trending, including those associated with unfavorable experiences
-Complaints by using speech analytics to automatically send alerts and categorize calls for appropriate action, such as evaluation and remediation
-Personalized Guidance opportunities by establishing categories that include scripted agent responses to popular and complex issues and other topics
According to Pelorus, "Compliance requirements and liability concerns may well be, after technology change, the most powerful driver of new purchases from contact centers that had not previously invested in automated recording technology." The Pelorus research goes on to state that "Compliance is one of the two most important drivers behind enterprise purchases of interaction recording solutions."
The Pelorus research also reinforces that the laws and rules with compliance are ever-changing. For example, the United Kingdom requires those engaging in regulated communications record not only fixed line calls, but also calls made from mobile phones. And, "the United States specifies numerous disclosure requirements for financial services businesses. Three large credit card companies have already been assessed fines and penalties over $500 million for violations that occurred in their contact centers... Busy contact center directors can't keep up with this."
Verint can help organizations with these compliance challenges by playing back recorded interactions (including screens), reviewing desktop analytics, and even playing back recorded video from ATMs, bank branches and retail stores. Organizations around the globe rely on Verint recording solutions for full-time and compliance recording. Verint offers recording solutions for contact centers and trading rooms of all sizes, whether they use traditional time-division multiplex (TDM) recording, Internet Protocol (IP) recording or both. Its solutions help organizations address compliance, sales verification and dispute resolution challenges.
Says Dick Bucci, principal, Pelorus Associates, "Verint has long been a leader in driving recording and other WFO applications to improve the speed and accuracy of certain back-office work processes."
Helping resolve another increasingly common challenge, Verint PCI (Payment Card Industry) and Recording Encryption solutions are designed to help contact centers, trading rooms, payment processing operations and other organizations achieve compliance with the PCI Data Security Standard.
Learn more about Verint solutions online by visiting Quality Monitoring, Compliance Recording and PCI Encryption.
Verint Enterprise Intelligence Solutions help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience.
Verint is a company focused on Actionable Intelligence solutions and value-added services.
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