Verint® Systems Inc. announced that Telvista, a leading call center outsourcer in North America, is leveraging the next-generation Impact 360® software and value-added services from Verint Witness Actionable Solutions®. A Verint customer for over a decade, Telvista is focused on delivering creative, high-quality customer care solutions. To further support that mission, the company has continued to enhance its investment in Verint technology, gaining tangible results in quality scores, staff performance and customer satisfaction.

As a provider of outsourced customer care solutions to a broad range of mid-size and Fortune 1000 clients, Telvista offers Verint’s next-generation solutions to fulfill requests from its customer base for a unified quality monitoring (QM) solution with the most advanced capabilities. Impact 360 Quality Monitoring—which is used across seven of Telvista’s centers located throughout the United States and Mexico—combines powerful QM with encryption management, performance management, eLearning and custom reporting capabilities.

Since implementing Impact 360, Telvista has continued to deliver real value to its clients. For one large telecommunications client, the outsourcer deployed Impact 360’s quality monitoring and reporting analysis to help drive a four percent improvement in first call resolution (FCR) over a six-month period. This resulted in higher Net Promoter Scores® and an increase in overall customer satisfaction for the client. Telvista’s Net Promoter® program identifies loyalty scores so clients know where to improve processes, and therefore build sales and increase revenue.

These results also complement positive gains in quality scores across the company itself, ranging from 10 to 25 percent among its various programs. In addition to the benefits Telvista clients receive, the Verint solution enables its agents to listen to their own calls, which has improved staff understanding of the power of quality assurance and how they each play a vital role. Further, it has helped Telvista take development and training to the next level with eLearning by making lessons available on the desktop at the most opportune times, in addition to advancing employee skills and building awareness of new corporate products, programs and processes.

Additionally, Impact 360 Quality Monitoring is helping Telvista provide its customers with audio and screen recording, designed to increase operational effectiveness and enhancing the customer experience. This is complemented by agent evaluation and reporting capabilities designed to help improve agent performance, while role-appropriate scorecards and predefined key performance indicators track how agents are performing against their goals.

“Partnering with an innovative market leader like Verint positions us to provide the benefits associated with cutting-edge technology to our clients, along with additional capabilities as their needs expand,” comments David Arellano, chief operating officer, Telvista. “We are excited about our quality initiative and how it is helping us take customer service operations to the next level—with Verint’s Impact 360 playing a key role.”

“Verint is committed to customer success. Our longstanding partnership with Telvista is a great example of how we are helping our customers improve performance, quality and the customer experience with our innovative software,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions. “Our goal is to provide Telvista with the solutions and services it needs to maintain a competitive edge, produce satisfied customers and sustain business growth.”

Verint® Systems Inc. is a very important DNA Solutions partner, a partner which has always delivered the best solutions, proving itself reliable, innovative and result oriented.