MELVILLE, N.Y.--(BUSINESS WIRE)--Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that Alight Solutions was named the winner of its 2018 Engage™ Global Customer Conference “Customer Engagement Excellence Awards” in the “Simplifying Customer Engagement” category. A health services organization also was recognized for its achievements with a “highly commendable” honor in the category. This recognition highlights organizations using Verint solutions to further advance cross-channel agility and responsiveness to meet the rising demands of today’s customers.
Winner: Alight Solutions
While the buzz about artificial intelligence (AI) and chatbots isn’t new, Alight Solutions was one of the first companies to use the technology in the benefits and human resources (HR) industry starting in 2014. A leading provider of outsourced benefits administration and cloud-based HR and financial solutions, Alight leverages Verint’s Intelligent Virtual Assistant™ (IVA), part of the company’s Self-Service offering, to transform its web self-service experience, using the chatbot as the anchor technology and a unique health, benefits and HR natural language model that understands the questions and needs of millions of different users, in their own words. During the 2017 open enrollment period between October and December, the busiest time of year for Alight and its clients, the new self-service system handled over 760,000 interactions, marking up to a 67 percent reduction of live chat engagements in the call center over the previous year. In addition, there was a direct correlation in phone volume reduction between Alight’s 211 clients that adopted the IVA solution compared with those that did not. At the IVA’s one-year anniversary with Alight, the company had over one million unique users with over two million self-service interactions.
Highly Commendable Honor: Health Services Organization
This health services organization provides a suite of insurance programs to individuals, families and businesses using Verint Speech Analytics™, Enterprise Feedback Management™, Digital Feedback Management™ and other solutions to improve the customer experience. Yielding strong, ongoing results, these technologies have enabled the company to reduce call handle times, optimize its investment in digital properties and enhance performance management in its contact center operations. For example, the customer has used Verint’s speech analytics solution to capture call drivers on 70 percent of its contacts, allowing it to build a foundation for improving transaction net promoter scores (TNPS) across its organization. Likewise, it has gained new insights into customer sentiment on coverage change notifications, driving a new initiative for proactive outreach to customers affected by upcoming changes.
“We’re delighted to recognize Alight Solutions and the health services organization as award recipients in the Simplifying Customer Engagement category of our annual Customer Engagement Excellence Awards,” says Verint’s Ryan Hollenbeck, senior vice president of global marketing and customer experience program executive sponsor. “While the organizations are using a range of Verint technologies—from cutting-edge intelligent self-service to our voice of the customer solutions, both are deploying tools that make it faster and easier for customers to be served effectively and share their feedback.”
About the Verint Engage Global Customer Conference
Engage is the annual global conference that brings Verint customers, partners and industry experts together for three days of sharing best practices, insight and education, as well as solution discovery and peer-to-peer networking. With themes focused on simplifying, modernizing and automating customer engagement, it features tracks focused on workforce engagement, self-service, voice of the customer, compliance and fraud mitigation. The event is tailored for enterprise professionals across the many areas of business that help shape the customer experience—contact center, back-office and branch operations, self-service, ecommerce, customer experience, marketing, IT and compliance. Verint Engage helps attendees maximize their technology investments, discover big ideas and bold innovations, share proven practices and new approaches for today’s rapidly evolving business environments, and provide insight into future innovations for competitive advantage. Click here to learn more.
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, over 10,000 organizations in more than 180 countries—including over 85 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, 2018 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.
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