Customers Deploying Verint Solutions to Help With Business “Gamification”

0
43

Share on LinkedIn

Customer-Centric Workforce Optimization Software Used to Improve Engagement
and Business Results

MELVILLE, N.Y., April 18, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today
announced that customers are using its Impact 360® Workforce Optimization™
(WFO) software as part of their business gamification initiatives in order
to encourage specific agent behaviors and achieve targeted customer
experience and revenue goals. Early results show WFO solutions can play an
important role in tying gamification to specific business processes, making
them more fun by encouraging success and assisting the companies’
overarching customer strategies.

Organizations worldwide are asking themselves: What kind of customer
experience do they provide? Are customers pleased? Do internal processes
help or hinder service delivery? Are processes intimidating or fun? And how
can they perform better and more cost effectively across their contact
center, branch environments, and marketing and customer care, as well as
back-office operations?

According to Ovum’s March 2013 report titled Gamification: A New Approach to
Tracking and Improving Agent Performance, “Gamification will be a growth
market among contact centers, which can use scoreboards and badges to track
agent behavior and performance with a higher degree of clarity. Agents can
view their own progress and have more visibility into their own performance
scores. They are motivated by healthy competition, team challenges, and
incentives to carry out certain tasks. Gamification should enable agents to
carry out customer transactions more effectively, with a higher level of
confidence, which will ultimately improve customer satisfaction levels.”

Examples of how Verint customers are using its Impact 360 software to
support business gamification include:

• Points and “badges”—Performance Management Scorecards define, calculate
and display “award points” for employees with customer-configurable scores
with icons that can be used as “badges.” Desktop and Process Analytics then
collects the data that drives award points (e.g., closed tickets, closed
contracts, etc.). The result can help organizations achieve greater morale
and excitement around these tasks.
• Scoreboards and leaderboards—Impact 360’s dashboard displays the “points
scorecards” for employees. Scorecards can also show “leader boards,” all
updated in real time to motivate employees.
• Closed-loop feedback—Using the KPI gadget, employees get daily or intraday
feedback on their “points” or “badge” status delivered directly to their
desktops. The competition can help drive both motivation and excitement.
• Social collaboration and teams-setting goals—Scorecards can roll-up the
individual “points” earned by employees to team points (or scores), thus
driving greater collaboration and teamwork.
• Notifications and alerts—Users can receive alerts when they (or their
team, or other teams) reach certain “levels” (or are falling behind reaching
their level). This helps track behaviors and rewards achievements when goals
are met.
• Incentives and awards—Users can automatically populate points awarded
within the Workforce Management software to provide “winning” employees with
desirable schedules/shifts. Impact 360 can also integrate with the
customer’s incentive/benefits system to reward employees with tangible
awards, helping boost sales.

Ovum’s Aphrodite Brinsmead, senior analyst, customer experience and
interaction, shares, “Contact centers that are looking for ways to improve
agent retention should consider revamping their incentivization and
performance management systems by adding aspects of gamification. Although
gamification is not a fix-all solution for agent motivation, it does provide
an opportunity to improve business processes and collaboration.”

“Gamification should be closely aligned with existing scheduling and
performance tools,” Brinsmead adds. “Enterprises are already monitoring
performance for agents, but gamification scores and badges provide
additional visibility for both agents and managers.”

Thousands of organizations around the world rely on Verint WFO solutions to
help increase customer satisfaction and loyalty, enhance products and
services, reduce operating costs, and drive revenue and competitive
advantage. Learn more at www.verint.com.

About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes
capture and analyze customer interactions, sentiments and trends across
multiple channels, improve performance and optimize the customer experience.
The solution portfolio includes the Impact 360® Workforce Optimization™
suite and Voice of the Customer software, which serve as strategic
enterprise assets for increasing customer satisfaction and loyalty,
enhancing products and services, reducing operating costs and driving
revenue.

About Verint Systems
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence®
solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security
Intelligence Solutions™ helps organizations Make Big Data Actionable™
through the ability to capture, analyze and act on large volumes of rich,
complex and often underused information sources—such as voice, video and
unstructured text. With Verint solutions and value-added services,
organizations of all sizes can make more timely and effective decisions.
Today, more than 10,000 organizations in 150 countries, including over 80
percent of the Fortune 100, count on Verint solutions to improve enterprise
performance and make the world a safer place. Headquartered in NY, Verint
has offices worldwide and an extensive global partner network. Learn more 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 and uncertainties, 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,
2013 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, the Company 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,
VOVICI, GMT, AUDIOLOG, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY
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.

# # #

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.

ADD YOUR COMMENT

Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here