Verint Systems Inc. has awarded its 2009 “Innovator of the Year” to Rogers Communications. The Innovator of the Year honor is awarded to workforce optimization (WFO) professionals focused on new approaches to business challenges. Verint (News - Alert) provides Actionable Intelligence solutions for enterprise workforce optimization and security intelligence.

 

Anna Marie Menezes, senior director of customer base calling (CBC) at Rogers Communications (News - Alert) was honored by Verint Systems. She has been recognized for her leadership in introducing solutions and processes that enabled the organization to identify and take action on consumer feedback and call drivers, discover emerging trends and opportunities and deliver significant operational savings. Menezes said that she is energized by the impact and ROI that Verint’s technology on Rogers Communications’ operations. She also added that by utilizing Impact 360 Speech Analytics, the company has been able to apply vital customer feedback and other business intelligence to its products and services.

 

Extensive pre-planning was conducted by Menezes and her team to develop and design processes and protocols that would enable Rogers Communications to fully maximize Verint’s Impact 360 Speech Analytics solution post-implementation. The software provided benefits like reductions in average handle time, transfers and repeat calls within a period of two months. These insights into operations have enabled the introduction of a new level of business and customer intelligence. These in turn help the company to proactively identify the drivers and influences behind repeat calls in the contact center, along with changes and patterns in customer behavior.

 

The intelligence received through the Impact 360 software is applied to influence processes, product direction, price and company strategies and also to support compliance requirements. Rogers Communications provides wireless, cable TV, high-speed Internet and home phone services to consumer residences and businesses in Canada.

 

The goal of Rogers Communications is to provide customers with an exceptional service experience by reducing wait times for inquiries. According to Matthew Ariker, vice president, customer base management and customer based calls at Rogers Communications; the speech analytics solution from Verint has enabled them to leverage the voice of the customer to develop governance models for capturing, validating and pursuing opportunities. He also added that the company is pleased to have Anna Marie and the Rogers Communications team honored as innovators for spearheading this important technology initiative.