Verint Systems today announced that Barclaycard - the credit and card payments business of Barclays Bank - has extended its investment in Verint Witness Actionable Solutions call recording and quality monitoring software.
Barclaycard is one of the world's leading credit card businesses and already a Verint customer. The organisation invested in an additional 300 seats in its Dublin multilingual customer contact centre. This brings Barclays' total investment in the call recording and quality management software to nearly 10,000 agent seats. The solution is being delivered in conjunction with BT, a strategic partner that offers Verint technology as part of its standard solutions portfolio.
"At Barclaycard, we're committed to providing our customers with the highest quality service. To achieve this, we have an ongoing improvement programme for our agents and the performance of our contact centres overall," explains Martyn Guerin, Barclaycard Europe & ABSA Chief Operating Officer. "Working with Verint's software, we can capture voice and screen recordings, listen to what our customers and agents are saying, and ensure we have the proper processes and resources in place to deliver outstanding customer service."
Paul Brewer, director of CRM sales, BT Global Services, says: "Improving call centre efficiency is an ongoing challenge for large financial services providers such as Barclaycard. In the meantime, the battle for consumer loyalty is fiercer than ever, so deploying the right technology to deliver the best possible service is key. In working with Verint, we are delivering combined expertise in contact centre technology, as well as deep experience in the financial services sector to Barclaycard."
The Verint Witness Actionable Solutions call recording and quality monitoring software supports a wide range of enterprise requirements from compliance and liability, to agent performance and operational effectiveness, to helping ensure a world-class customer experience.
"Our broad portfolio gives Barclaycard a powerful workforce optimisation framework for identifying best practice performance, highlighting any areas that need improvement, and making a direct connection between high agent quality scores and business success," adds David Parcell, managing director, EMEA, Verint Systems. "We are delighted that Barclaycard has achieved ongoing business and customer value from our solutions, leading to additional investment in the software, and we look forward to supporting its ongoing programme to deliver continuous performance improvement for customers."