Verint Presents BMO Bank of Montreal and Garmin with 2016 Engage Global Customer Awards

Wed Jul 6, 2016

BMO Recognized for “Enriching Interactions” with Verint Analytics

Garmin Awarded “Highly Commendable” Honor

MELVILLE, N.Y. and CHICAGO, Juli 6, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced that BMO Bank of Montreal has been named the winner of its 2016 Engage Global Customer Awards Program in the “Enriching Interactions” category. Garmin was also recognized, receiving the “Highly Commendable” distinction in the same category. The awards were announced at the Verint Engage 2016 Global Customer Conference that took place last week at the Hilton Chicago.

 

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Press Release

Verint Presents BMO Bank of Montreal and Garmin with 2016 Engage Global Customer Awards

Wed Jul 6, 2016

BMO Recognized for “Enriching Interactions” with Verint Analytics

Garmin Awarded “Highly Commendable” Honor

MELVILLE, N.Y. and CHICAGO, Juli 6, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced that BMO Bank of Montreal has been named the winner of its 2016 Engage Global Customer Awards Program in the “Enriching Interactions” category. Garmin was also recognized, receiving the “Highly Commendable” distinction in the same category. The awards were announced at the Verint Engage 2016 Global Customer Conference that took place last week at the Hilton Chicago.

Winner: BMO Bank of Montreal

The “Enriching Interactions” honor was presented to BMO’s Gigi Gonyea, senior manager, voice of the customer, and Kelly Carver, manager, customer experience analytics. Both were recognized as power users behind the organization’s implementation of Verint Speech Analytics. BMO has leveraged the solution to create a Customer Experience Analytics team that has become a trusted source of insights for customer and agent experience across five contact centers in North America. In fact, the data collected in these centers yields intelligence that the organization uses to identify and respond to high volume, low value calls and to quickly surface and act upon the call drivers that yield longer handle times and frustration.

BMO leverages speech analytics to create substantive categories, identify call drivers, and develop mitigation tactics to proactively address them effectively across the organization. In one example, the organization took corrective action that resulted in a reduction of 3.000 calls per month. BMO also identified the top five drivers of repeat calls, developing training materials, employee communications and manager coaching to address the root causes.

Highly Commendable: Garmin

Garmin’s IT Web Application Manager Shari Barr and Product Support Manager Meggan True were honored with the “Highly Commendable” distinction for their work creating a unified customer experience vision. Garmin looked to Verint Engagement Management and Workforce Optimization solutions to help address differences in customer expectations across countries, such as varying contact center staffing levels, time zones and language requirements.

Under the leadership of Barr and True, the organization leveraged voice of the customer post-contact surveys, call recording/quality management and agent scorecards to support its global customer engagement management efforts, as well as to provide meaningful feedback, proper training and impactful recognition of its contact center agents. Doing so has resulted in Garmin gaining new levels of visibility into customer call drivers; benefitting from intelligence that has brought valuable insights in its engineering, marketing and operations teams; and reporting increases in both customer and agent satisfaction levels.

“Once again, we would like to congratulate our winners—this time in the enriching interactions category,” adds Ryan Hollenbeck, senior vice president, global marketing, Verint. “This is an area where our customers continue to reinforce a commitment to driving high-quality customer experiences, and the critical role it plays to their success in optimizing customer engagement.”

About Engage 2016

The Verint Engage Global Customer Conference is dedicated to exploring the drive toward customer engagement optimization; the critical roles an organization’s contact center, branch and back-office operations departments play in shaping the customer experience; the opportunities and challenges the industry holds; and key trends and practices for achieving business goals and competitive advantage. Learn more by clicking here.

Über Verint Systems Inc.

Verint® (Nasdaq: VRNT) ist ein globaler Marktführer im Bereich der Actionable Intelligence® Lösungen mit einem Fokus auf der Optimierung der Kundeneinbindung, den Sicherheitsdaten, der Betrugserkennung und -bekämpfung, der Risikominimierung und der Einhaltung von Vorschriften. Aktuell verlassen sich 10.000 Unternehmen in 180 Ländern, darunter über 80 Prozent der Fortune 100-Unternehmen, auf Daten von Verint-Lösungen, um bei ihrer Entscheidungsfindung besser informiert und effektiver zu sein. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.

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