News : ABN AMRO Heightens Customer Service and Employee Engagement with Verint Solutions
Weybridge, England, UK & Melville, NY, US, Sept 12, 2016 -- Verint(R) Systems Inc. (NASDAQ: VRNT) announced that one of the Netherlands’ financial services organizations, ABN AMRO, is using its Verint Workforce Management™ software to enhance customer engagement processes. Leveraging the Verint solution, ABN AMRO has met an ambitious target of providing contact with an agent within 40 seconds of an enquiry 90 percent of the time. The WFM software also has helped increase employee satisfaction, as well as improve customer service quality.
Verint supported ABN AMRO throughout the process, implementing the right approach, solution, onsite training and support to best suit its needs. The results have been positive by helping the business balance workloads and reduce costs from overstaffing and overtime. Employee satisfaction with the scheduling method increased, and satisfaction related to work-life balance has improved.
"Helping ABN AMRO to more effectively manage its workforce in the contact center and achieve such great results for both its customers and employees gives us an immense sense of pride," comments Nick Nonini, managing director, Verint EMEA. "By providing the right technology platform for its agents, we’ve not only contributed to improvements in employee satisfaction and work-life balance, but also empowered employees to deliver next-level service, which is vital to building loyalty and ongoing engagement with customers."
Posted by Veronica Silva Cusi, news correspondent
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Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
About ABN AMRO:
ABN AMRO is an international bank with European roots. We have a clear focus on consumer and commercial clients in our local markets and focus globally on select multinational corporations and financial institutions, as well as private clients. We implement our strategy through a number of Business Units (BUs). These units are responsible for managing a distinct region, client segment or product segment.
Published: Monday, September 12, 2016