Source: Verint Systems
Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for communications interception, networked video security and business intelligence, today announced that Abbey, part of Banco Santander Central Hispano (NYSE: STD), has selected Verint's ULTRAT solution to help enhance the quality of the service it provides to customers across nine contact centres in the UK and India.
Verint's solution has been delivered in conjunction with British Telecommunications plc (NYSE: BT).
Abbey is one of the UK's leading financial services providers with more than 18 million customers. As part of its ongoing strategy to deliver the highest quality customer service across its enterprise, Abbey has implemented Verint's ULTRA solution in seven contact centres in the UK and two in India.
"Verint's ULTRA is a vital part of our strategy for bringing us closer to our customers," said Ian Clarke, Customer Contact Director for Abbey. "ULTRA's actionable intelligence will enable us to better understand our customers' requirements and deliver enhanced service quality to help us maintain our edge in the competitive financial services market."
Verint's ULTRA solution and AnalyticsT suite drive total quality by enabling organisations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email or chat. Easy access to all 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.
"We are pleased to help Abbey achieve its goal of delivering high quality service to its customer base," said David Parcell, managing director, Verint Systems EMEA. "Abbey joins our growing portfolio of financial institutions worldwide that have chosen to make ULTRA a foundation for their enterprise-wide customer service strategies."