Source: Verint
Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for communications interception, networked video security and surveillance, and business intelligence, announced today that direct insurer, esure, has implemented Verint's ULTRAT Intelligent Recording solution across its contact centres in the UK to provide enhanced service to its rapidly growing customer base. esure is a member of the HBOS Group and provides home, auto and travel insurance to more than 850,000 customers.
"Our contact centres are the first point of contact with our customers and it's vital that we create the right impression every time they call," says Dave Thompson, head of operations for esure. "Using ULTRA to record and analyse customer contacts gives us the intelligence we need to monitor contact centre performance and to ensure that our customers are receiving the best possible service."
"esure joins the growing base of leading insurance providers that have selected ULTRA to help power quality enhancements within their organisations," says David Parcell, managing director, EMEA, Verint Systems. "ULTRA's actionable intelligence will enable esure to improve quality of their customer interactions and create more successful customer growth strategies."
Verint's ULTRA Intelligent Recording allows organisations of all sizes to cost effectively capture every customer interaction and extract the actionable intelligence contained within these transactions - whether from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts. Easy access to customer data through ULTRA's Web-based desktop portal enables enterprises to use what they learn from customer contacts to optimise their processes, increase productivity, comply with risk management requirements and improve service to their customers.