CIBC installs Verint call centre analysis software
27 April 2004 | 1835 views | 0
Verint Systems Inc. (NASDAQ: VRNT), a leading provider of analytic software-based solutions for communications interception, networked video security and surveillance, and business intelligence, today announced that CIBC (NYSE: BCM) has selected Verint's ULTRA Intelligent Recording solution to enhance the customer experience across its 10 networked contact centers.
CIBC is a leading North American financial institution that serves more than 9 million customers, including retail, small business, corporate and investment banking. CIBC offers a full range of products and services through its comprehensive electronic banking network and at branches and offices across Canada, the United States and around the world.
"We selected Verint's ULTRA solution as it provides the actionable intelligence we need to ensure that our service quality and processes are top-notch and consistent across our entire business," said Richard Graham, SVP Strategic Development and Retail Markets Organizational Performance for CIBC.
ULTRA Intelligent Recording drives 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. Easy access to all customer data through ULTRA's Web-based desktop portal 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.
"We are pleased to welcome CIBC to our expanding base of financial services companies," said Dan Bodner, Verint's President and CEO. "ULTRA is designed to deliver actionable intelligence across multi-site enterprises and will help CIBC to meet their goals for industry leading customer service."