MELVILLE, N.Y. & ORLANDO, Fla.--(BUSINESS WIRE)--Verint® Systems Inc. (Nasdaq: VRNT) today announced that MSC Industrial Supply Co. has been named the winner of its 2017 Engage Global Customer Awards Program in the “Enriching Interactions” category, an honor that recognizes exceptional work in improving the customer experience. Garmin International also was recognized for its achievements, earning a “highly commendable” honor in the same category. The awards were announced at the Verint Engage™ Global Customer Conference taking place this week at the Universal Orlando Resort.
Winner: MSC Industrial Supply Co.
MSC Industrial Supply Co. is a leading North American distributor of metalworking and maintenance, repair and operations products and services. Over the years, the organization has used Verint solutions to increase visibility into its thousands of customer interactions each day. The result has been enhanced processes, smarter workflow, stronger associate performance and better customer service. In fact, MSC’s Gail Magdowski, national customer care quality program manager, has made significant advancements in building customer loyalty using solutions that include Verint Workforce Optimization™. Most recently, the company implemented a new state-of-the-art telephony platform in its contact center, integrating Verint’s software for agent call monitoring, scorecards and coaching. The new system has proven to be a critical component of MSC’s customer care strategy, helping deliver high-quality performance across all interaction methods, segments and channels—and further evolving its customer care program by aligning quality measurements with customer satisfaction survey results.
Highly Commendable Honor: Garmin International
With customer call volume on the rise, the Garmin Product Support and IT teams launched customer self-service as a primary support channel for the company, a global manufacturer of GPS navigation and wireless devices. Using Verint Employee Engagement and Engagement Channels™ solutions—including web self-service, employee desktop, knowledge management and email management—Garmin created an online self-service support center, guiding customers to better product understanding through FAQs, online manuals and YouTube support videos, as well as online chat as a contact option. The Garmin support center was planned, developed and launched within three months—just in time for the holiday season—and has experienced a decrease in overall contact volume, despite growing product sales volume.
“We’re delighted to recognize MSC and Garmin as award recipients in the ‘enriching interactions’ category of our annual Engage Customer Awards,” says Verint’s Ryan Hollenbeck, senior vice president, global marketing and customer experience program executive sponsor. “Partnering with them for success and hearing about how they’re using our assisted and self-service engagement channel solutions to bolster their customer and employee experiences is gratifying.”
About the Verint Engage Global Customer Conference
The Verint Engage Global Customer Conference is dedicated to exploring the drive toward customer engagement optimization; the critical roles that departments across the organization play in shaping the customer experience; the opportunities and challenges the industry holds; and key trends and best practices for achieving loyalty, business goals and competitive advantage. The event is designed for executives, directors, managers, team leads and administrators across a variety of functional areas, including account management, claims operations, compliance, contact centers and customer care, customer experience management, fraud prevention, IT and marketing to name a few. Click here to learn more.
MSC Industrial Supply Co. (NYSE:MSM) is a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. We help our customers drive greater productivity, profitability and growth with more than 1 million products, inventory management and other supply chain solutions, and deep expertise from over 75 years of working with customers across industries.
Our experienced team of more than 6,000 associates is dedicated to working side by side with our customers to help drive results for their businesses - from keeping operations running efficiently today to continuously rethinking, retooling, and optimizing for a more productive tomorrow.
For more information on MSC, please visit mscdirect.com.
About Garmin International Inc.
Garmin International Inc. is a subsidiary of Garmin Ltd. (Nasdaq: GRMN). Garmin Ltd. is incorporated in Switzerland, and its principal subsidiaries are located in the United States, Taiwan and the United Kingdom. Garmin is a registered trademark of Garmin Ltd. or its subsidiaries.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in approximately 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2017 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE, CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360, WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG, CONTACT SOLUTIONS, OPINIONLAB, ADTECH, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners.