Friends Provident deploys Verint Systems customer knowledge tool

Source: Verint Systems

Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for communications interception, networked video security and enterprise business intelligence, today announced that Friends Provident (LSE: FP) is deploying Verint's ULTRA solution to enhance the service it provides across 14 customer service locations in the UK.

The Verint solution is being delivered in conjunction with BT (NYSE: BT), who is implementing ULTRA as part of a converged services voice and data IP solution for Friends Provident.

"Verint's ULTRA solution is a vital part of our strategy for improving the quality of service we provide to our customer base, especially our IFAs," said Mike Evans, Systems Consultant, Friends Provident. "The high quality of our service continues to be a key differentiator in ensuring the loyalty and success of our IFAs."

ULTRA and its Analytics 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, chat or agent assisted co-browsing contacts. 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 Friends Provident deliver superior service to both its direct customer base and its agents," said Dan Bodner, CEO and President of Verint Systems. "Friends Provident joins the growing number of financial institutions worldwide that have chosen to make ULTRA a key part of their enterprise-wide customer service strategies."

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