Verint Presents New York Life and Express Scripts with 2016 Engage Global Customer Awards

Wed Jul 6, 2016

New York Life Secures Top Honor in “Improving Processes” Category

Express Scripts Receives Highly Commendable Award Distinction

MELVILLE, N.Y. and CHICAGO, Juli 6, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced New York Life has been named the winner of its 2016 Engage Global Customer Awards Program in the “Improving Processes” category. Express Scripts also was recognized for its achievements with a “Highly Commendable” honor 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 New York Life and Express Scripts with 2016 Engage Global Customer Awards

Wed Jul 6, 2016

New York Life Secures Top Honor in “Improving Processes” Category

Express Scripts Receives Highly Commendable Award Distinction

MELVILLE, N.Y. and CHICAGO, Juli 6, 2016Verint® Systems Inc. (Nasdaq: VRNT) today announced New York Life has been named the winner of its 2016 Engage Global Customer Awards Program in the “Improving Processes” category. Express Scripts also was recognized for its achievements with a “Highly Commendable” honor 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: New York Life

Alex Richwagen, corporate vice president, analytics, at New York Life has been recognized for initiating and driving the deployment of a new quality automation program designed to empower employees. Based on internal surveys, New York Life identified that data derived from call monitoring was not providing enough of the feedback it sought to enhance performance. Using Verint Call Recording in tandem with Speech Analytics, the business has addressed this, enhancing its ability to capture, analyze and act on employee feedback, and identify and improve internal processes to support front-line employees in their roles serving customers.

With this program—and by leveraging these solutions and process refinements—Richwagen and his team have increased overall call quality by 25 percent. The program also involved the rollout of new automation functionality that has delivered a tremendous improvement in agent scores, which now exceed 80 percent. In addition, New York Life has reported gains that include a 40 percent increase in quality analyst efficiency and 25 percent rise in manager call monitoring efficiency. With this additional capacity, it has created more time and focus on other key areas. As noted by one New York Life agent, “This system is the golden ticket to providing more analytics and coaching.”

Highly Commendable: Express Scripts

Tina Holman, director, QM Strategic Initiatives at Express Scripts, received the “Highly Commendable” honor for her focus on delivering actionable information that has enabled the business to improve its customer service process design. Leveraging Verint solutions as part of its infrastructure has resulted in Express Scripts identifying and acting on key areas that have improved the customer service experience for members, while delivering more than $3,2 million in savings—a 33 percent increase over 2015.

Holman and her team implemented three major initiatives based on actionable data collected with Verint Customer Analytics solutions. These included improvements that enhanced calls with Spanish-speaking patients, an enterprise-wide initiative that streamlined the process for patients out of medication and/or required therapy, and the implementation of self-service tools that made contact centers more effective and efficient by enabling frontline agents to provide and review coverage information with patients.

“Congratulations to the winners of this exciting award,” says Ryan Hollenbeck, senior vice president, global marketing, Verint. “We’re proud to help our customers uncover new ways to improve processes using Verint solutions, and proactively communicating with them throughout the journey to provide their customers a better customer experience.”

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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