Go BackAAA Washington wins implementation award from Speech Technology Magazine
Verint Systems Inc announced that AAA Washington has been awarded Speech Technology magazine's "Implementation Award" for its use of Impact 360® Speech Analytics. The company deployed Impact 360 Speech Analytics, as well as Impact 360 Quality Monitoring, from Verint® Witness Actionable SolutionsT to reinforce its focus on increasing member satisfaction and integrating a "people, processes and technology" approach into its contact center and broader enterprise operations.
AAA Washington leverages Impact 360, for instance, to determine how many members call back a second time to find out when they can expect a service person to respond - such as for tow truck support or tire repair aid.
As a result of drilling down into its recorded calls, the organization found it needed to improve upon its outbound call communications - providing members with an estimated time of arrival (ETA) for their roadside service assistance. As a result, AAA Washington created a campaign to help agents understand the importance of following up with an ETA and remaining proactive in addressing member inquiries.
"Through our partnership with Verint Witness Actionable Solutions, we have experienced both increased agent proficiency and greater satisfaction among our members and staff," says Janet Ryan, director of call center operations, AAA Washington. "With more than 7,000 daily calls coming into our contact center, we needed a system robust enough to allow us to strategically mine captured interactions for greater insight into customer perceptions and agent behaviors. The Impact 360 software continues to meet our stringent evaluation criteria every day."
Today, AAA Washington is rated among the top 20 clubs across North America and Canada. Following the implementation of Impact 360 Quality Monitoring and Impact 360 Speech Analytics - and in combination with other process improvements - the company experienced a 400 percent efficiency gain in agent evaluations and reduced the number of billing inquiry calls by identifying the reasons for high call volumes. With 97 percent of its members "totally satisfied" and "satisfied," AAA Washington continues to maintain and grow its high customer satisfaction scores.
"By enabling enterprises to mine large volumes of recorded customer/agent interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty and value," adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. "As part of the Impact 360 Workforce Optimization suite, speech analytics is an integral component that can also help companies redefine their processes and practices, improve their products and services, and in turn create more customer-centric environments."
About AAA Washington
As North America's largest motoring and leisure travel organization, AAA provides its more than 50 million members with travel, insurance, financial and automotive-related services. AAA Washington has been serving members and the traveling public since 1904.
The organization provides a variety of exclusive benefits, including roadside assistance, discounts, maps and personalized trip planning, to its 945,000 members. In addition, its full-service travel and insurance agencies provide products and services for members and the public. Additional information is available through the company's 25 offices in Washington and northern Idaho, at www.AAA.com, or by calling 1-800-562-2582.
About Verint Witness Actionable Solutions
Verint® Witness Actionable SolutionsT is the leader in analytics-driven workforce optimization. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.
From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry's most unified solution set - featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 10,000 organizations in over 150 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure. Visit us at our website www.verint.com.
Date - 21/08/2008
