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Company Experiences Gains in Quality Scores, Staff Performance and Customer Satisfaction Across North American Call Center Operations

MELVILLE, N.Y. & DALLAS, Sep 02, 2010 -- Verint Technology Supports Sales and Service at Telvista for More Than 10 Years

Verint(R) Systems Inc. today announced that Telvista, a call center outsourcer in North America, is leveraging the next-generation Impact 360(R) software and value-added services from Verint Witness Actionable Solutions(R). A Verint customer for over a decade, Telvista is focused on delivering creative, high-quality customer care solutions. To further support that mission, the company has continued to enhance its investment in Verint technology, gaining tangible results in quality scores, staff performance and customer satisfaction.

As a provider of outsourced customer care solutions to a broad range of mid-size and Fortune 1000 clients, Telvista offers Verint's solutions to fulfill requests from its customer base for a unified quality monitoring (QM) solution with the most advanced capabilities. Impact 360 Quality Monitoring--which is used across seven of Telvista's centers located throughout the United States and Mexico--combines powerful QM with encryption management, performance management, eLearning and custom reporting capabilities.

Since implementing Impact 360, Telvista has continued to deliver real value to its clients. Telvista's Net Promoter(R) program identifies loyalty scores so clients know where to improve processes, and therefore build sales and increase revenue.

These results also complement positive gains in quality scores across the company itself, ranging from 10 to 25 percent among its various programs. In addition to the benefits Telvista clients receive, the Verint solution enables its agents to listen to their own calls, which has improved staff understanding of the power of quality assurance and how they each play a vital role. Further, it has helped Telvista take development and training to the next level with eLearning by making lessons available on the desktop at the most opportune times, in addition to advancing employee skills and building awareness of new corporate products, programs and processes.

Telvista offers encryption capabilities via Impact 360 to its clients and their customers, supporting Payment Card Industry Data Security Standards (PCI DSS), as well as its own compliance focus. The added functionality helps protect sensitive customer and cardholder data when recorded, as well as when in transit and archived, securing it from unauthorized access.

Additionally, Impact 360 Quality Monitoring is helping Telvista provide its customers with audio and screen recording, designed to increase operational effectiveness and enhancing the customer experience. This is complemented by agent evaluation and reporting capabilities designed to help improve agent performance, while role-appropriate scorecards and predefined key performance indicators track how agents are performing against their goals.

"Partnering with Verint positions us to provide the benefits associated with technology to our clients, along with additional capabilities as their needs expand," comments David Arellano, chief operating officer, Telvista. "We are excited about our quality initiative and how it is helping us take customer service operations to the next level--with Verint's Impact 360 playing a key role."

"Verint is committed to customer success. Our longstanding partnership with Telvista is a great example of how we are helping our customers improve performance, quality and the customer experience with our innovative software," says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "Our goal is to provide Telvista with the solutions and services it needs to maintain a competitive edge, produce satisfied customers and sustain business growth.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com

About Telvista:
Telvista provides English and Spanish contact center outsourcing to companies that want more from their customer relationships. Our Social Media Services help companies meet their customers where they are to build deeper more meaningful customer relationships.