Company to Explore Industry Shifts in Priority from Transactions to Sales and Service, Increasing Compliance Pressures and Emerging Technologies During October 11 Speaking Engagement
WASHINGTON & MELVILLE, N.Y.--(BUSINESS WIRE)-- As part of its participation in this week’s BAI Retail Delivery 2012, Verint® Systems Inc. (NASDAQ: VRNT) today announced that it will speak to some of the most prominent, rising issues facing decision makers in the retail banking industry. The company will highlight how its enterprise workforce optimization (WFO) and voice of the customer solutions help financial institutions tackle key concerns around operating efficiency, regulatory compliance requirements including the Dodd–Frank Wall Street Reform and Consumer Protection Act, customer satisfaction, revenue generation, and the use of self-service and multichannel technologies.
BAI Retail Delivery—a retail financial services event which takes place October 9-11 in Washington, DC—is expected to provide a series of sessions designed to address complex industry issues. These include how to tackle compliance and regulatory issues, address mobile initiatives and leverage data to create better value.
“We’re pleased to be participating in BAI Retail Delivery and showcasing solutions that can help these organizations face the realities of an expensive and heavily-regulated industry that continues to change every day,” says Simon Angove, senior vice president, retail financial services, Verint Enterprise Intelligence Solutions™. “Helping financial institutions become more efficient and effective not only lessens the compliance burden, it helps them improve customer service and increase revenues.”
A number of significant trends are driving shifts across the retail banking industry. Industry research indicates top priorities focused on raising efficiency, maintaining compliance, increasing customer satisfaction, and increasing revenues. These trends include:
- Customer churn is driven by customer experience more than pricing. According to research conducted by Cap Gemini1, three of the top five reasons for customer turnover at banks are related to the customer experience—quality of service and advice, as well as ease of use—while two of the five are related to pricing, such as fees and interest rates.
- Staffing practices are becoming increasingly sophisticated. Practices to improve the return on labor spend, the largest operating expense for financial institutions, have expanded beyond increasing the use of part-time staff and now include the use of multi-skilled “universal bankers,” “float pools” that shares staff between branches, and “enterprise workforce management” that shares staff between branch, contact center and back-office departments.
To address these trends—on Thursday, October 11 at 2:30 p.m. ET—Angove will participate in a discussion on “Redefining the Role of the Contact Center in a Multichannel Banking Organization.” The session will review the increasingly critical role of the contact center in delivering a personalized customer experience, as well as supporting the new channels of customer choice through chat, text messaging and video. It will also highlight best practices for integrating the contact center with other channels like the branch, and how to uncover new opportunities in the contact center.
Throughout the conference, Verint will demonstrate Impact 360® for Retail Financial Services™, its workforce optimization solution engineered for financial services. The software provides unprecedented visibility into the customer experience across channels and improves the efficiency and effectiveness of the workforce in delivering service and increasing sales across branch, contact center and back-office operations. Visit Verint at booth 1018 for more information.
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 Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, 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, 2012 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2012, 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.
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1 Cap Gemini, 2011 Retail Banking Voice of the Customer Survey
Source: Verint Systems Inc.