TD Banknorth rolls out Verint Analytics suite across customer contact centres

Source: Verint Systems

Verint Systems (NASDAQ: VRNT), a leading provider of analytic software-based solutions for security and business intelligence, today announced that TD Banknorth selected its Ultra Analytics suite to enhance customer service and increase operational efficiency.

Ultra's actionable intelligence will enable TD Banknorth to drive superior performance by understanding the root cause of customer calls.

TD Banknorth (NYSE: BNK) is a leading banking and financial services company headquartered in Portland, Maine with banking divisions in eight Northeastern states. TD Banknorth has assets of $40 billion and provides financial services to nearly 1.6 million households in Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania and Vermont.

Through its three New England-based contact centers, TD Banknorth provides accounts inquiries, loans, credit cards and tax assistance services to its customer base. Verint's ULTRA Analytics suite is being deployed in these centers to help TD Banknorth understand why customers are calling and the actionable intelligence that it delivers will help them to reduce call handle time, lower operational costs and enhance the loyalty and satisfaction of their customers.

"As TD Banknorth grows, it is our mission to continue to deliver the high quality service for which our brand has come to be known," said Jon Cogswell, Senior Vice President of Direct Banking at TD Banknorth. "With Verint's Ultra Analytics suite, we will leverage the voice of our customers to help us continually meet their needs and give them the best service possible."

Ultra and its Analytics suite drive total quality by enabling organizations of all sizes to cost effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts. In addition, Ultra's Web-based desktop portal offers easy access to all customer data and enables enterprises to use what they learn from customer contacts to optimize their processes, increase productivity, comply with risk management requirements and improve service to their customers.

"TD Banknorth joins our global base of financial services customers that recognizes the tremendous value of understanding not only what is happening in their contact centers, but why it is happening," said Dan Bodner, CEO and President of Verint. "Our Ultra suite and its powerful analytics enables these leading enterprises to enhance virtually every aspect of their customer-focused operations."

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