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Don’t just deliver experiences. engage. [email protected] Americas: 1-800-4VERINT EMEA: +44(0) 1932 839500 APAC: +(852) 2797 5678 www.verint.com © 2015 Verint Systems Inc. All Rights Reserved Worldwide. Unauthorized use, duplication or modification of this infographic in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All other marks are trademarks of their respective owners. 14% were asked to visit a bank branch. 14% 17% were transferred within the bank. 17% 19% had a call back arranged with a different bank resource. Among the remaining customers: 19% Only 45% top retail bank were getting a resolution. of customers contacting the call center of a Firstsource leveraged Verint ® Text Analytics TM and Verint Speech Analytics TM to analyze 11,000 of the bank’s calls, as well as customer comments on satisfaction surveys. The integrated solution helped Firstsource uncover root causes ranging from too many website contact numbers, to a non-intuitive IVR, to a flawed call-back process. Armed with the actionable intelligence, the retail bank modified technologies, processes, and associate training—resulting in: in cost-to-serve. 18% reduction $400,000 reduction in callbacks. $400,000 saved in IVR processing. $300,000 saved on website service. in sales through phone, IVR, and web channels. 3% increase Higher customer satisfaction Customer Analytics in Action with Firstsource A Global Provider of Customized Business Process Management Services CUSTOMER SPOTLIGHT The Situation: The Solution: The Actionable Intelligence: The Result:
