Verint Systems's Verint Witness Actionable Solutions workforce optimization (WFO) software has been deployed in the contact center operations of China's top financial services organizations. As a result, these firms can help improve operations, optimize workforce performance, manage costs, drive revenue and enhance the customer experience.
China's leading banks are among Verint's customers, including two of the top three—Bank of China and China Construction Bank (CCB). Other Verint customers on the top 10 financial services banking organizations list are China Merchants Bank, China's CITIC Bank and Postal Savings Bank of China.
Verint also counts the country's top three insurance companies, based on a China Insurance Regulatory Committee ranking, among its customers—China Life Insurance Company Limited, Ping An Insurance Company and China Pacific Insurance Company Limited.
"We're extremely pleased to be closely partnered with China's top financial services organizations,” said Nigel Hewett, Senior VP and GM for APAC, Verint Witness Actionable Solutions. “Deploying our workforce optimization software solutions as part of their every day business operations, banking and insurance leaders, such as our customers in China, can achieve staff efficiency gains, lower operational costs and increased agent empowerment, among other returns—including direct measures associated with service quality and the customer experience.”
Verint's Impact 360 workforce optimization software, along with its Audiolog solutions, help financial services and other organizations optimize their resources, heighten sales and service, refine business processes, and gain actionable intelligence and competitive advantage. The next-generation Impact 360 suite is designed to help take customer service to new levels while improving cost structures. Through TDM, IP and mixed telephony quality monitoring and call recording, companies can better maximize employee utilization and performance, while helping improve service quality. Coupling these capabilities with Verint's robust workforce management helps effectively forecast and schedule employees to meet customer demand and work volumes. The suite's analytics deliver vital insights into customer experiences, trends and the drivers of call volumes, along with scorecards to help gauge performance against goals. eLearning and coaching then prioritize, track and measure staff competencies, training and development. Leveraging Verint technology, organizations can operate their contact center, branch and back-office operations departments in a more efficient, effective, customer-centric manner.