British Gas Implements Impact 360 Customer Feedback Software, Extending Use of Technology from Verint Witness Actionable Solutions and Achieving Measurable Results
UK’s Leading Energy Supplier Deploys Verint Customer Feedback Solution in Its Cardiff-based Contact Center to Capture Vital Insights and Help Enhance the Customer Experience
British Gas Collects Up to 6,000 Customer Surveys per Week Leveraging Impact 360 Software
LONDON, UK and MELVILLE, N.Y., April 22, 2009 – Verint® Systems, Inc. today announced that British Gas, UK’s leading energy supplier, has implemented the Impact 360® Customer Feedback software from Verint® Witness Actionable Solutions® and achieved measurable results. The implementation further extends the company’s use of Verint technology, which includes the Impact 360 Recording solution.
British Gas leverages the customer survey software to capture real-time feedback from customers calling into its primary contact center located in Cardiff. Capturing and analyzing up to 6,000 customer surveys each week, the solution delivers results to agents and appropriate management within just 10 minutes of a customer call ending. This proactive feedback initiative is part of British Gas’ overall strategy to improve its customers’ experiences, and plays a key role in enhancing customer loyalty and the way the company markets its products and services.
Within three months of its implementation, British Gas achieved high levels of customer participation using Impact 360 Customer Feedback. British Gas selected the software from Verint Witness Actionable Solutions because it was particularly easy for its customer service teams to create, tailor and amend surveys – helping the company ensure real-time customer responses to current campaigns and issues, including energy-saving promotions, tariff changes and other product initiatives.
“Our goal was to understand each customer’s experience and gather valuable insight into current customer thinking. We also leverage the technology to validate our broader goals for customer retention, loyalty, and the promotion of our products and services,” comments Matt Baker, customer experience manager, British Gas. “Using Impact 360 Customer Feedback means our agents can retrieve surveys and their associated results rapidly, allowing them to respond quickly to specific service concerns and deliver a consistently high standard of service excellence. Through Impact 360, British Gas also gets a valuable tool for quantifying our first call resolution criteria.”
“We’ve found that our agents have been universally positive about our customer feedback initiative, recognizing the technology as a supportive solution that can succeed in optimizing overall service delivery,” adds Matt Baker. “The impact on customer satisfaction, retention and loyalty is already clear. With our plans to extend our surveying capability to other British Gas contact centers, we can increasingly fine-tune our efforts using more and more flexible surveys based on real-time customer data intelligence.”
“We’re delighted that British Gas turned to Verint and the Impact 360 Customer Feedback solution to really understand its customers’ thinking patterns and purchasing preferences. Providing British Gas with real-time insight into customer experiences helps the company respond even more quickly to specific customer issues and opportunities,” comments David Parcell, managing director, EMEA for Verint Systems.
About Impact 360 Customer Feedback
Impact 360 Customer Feedback helps organizations solicit valuable input from customers. A browser-based solution, it uses short, context-sensitive, dynamic customer surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels. Leveraging the solution, businesses can gain valuable insight into the effectiveness of their people, products and processes. Part of the Impact 360 Workforce Optimization suite, Impact 360 Customer Feedback integrates with other Impact 360 Workforce Optimization solutions, back-office and contact center software, and CRM systems to provide insight into customer and performance data.
About British Gas
As the nation's leading energy supplier, more people choose British Gas to supply energy to their homes than any other supplier. British Gas is a British-owned company. As part of the Centrica Group, we provide gas, electricity and home repair services to millions of customers in Scotland, Wales and England. In fact, we are the UK's leading energy and Home Services provider. www.britishgas.co.uk.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimization software and services. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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 the Company's Current Report on Form 8-K filed with the Securities and Exchange Commission on September 10, 2007, as supplemented by our Current Reports on Form 8-K filed on November 5, 2007, January 16, 2008, and April 9, 2008 and the Form NT-10Q filed on April 16, 2009. 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, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, WITNESS ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, EYRETEL, BLUE PUMPKIN SOFTWARE, BLUE PUMPKIN, the BLUE PUMPKIN logo, EXAMETRIC and the EXAMETRIC logo, CLICK2STAFF, STAFFSMART, AMAE SOFTWARE and the AMAE logo are trademarks and registered trademarks of Verint Systems Inc. Other trademarks mentioned are the property of their respective owners.
 |
