Barclays Extends Investment in Verint Systems Software
International Credit Card Business Benefits from Verint Witness Actionable Solutions Contact Center Software, Leading Organization to Extend Deployment
Total Investment Across Customer Service Operations Centers Approaches 10,000 Agent Seats
LONDON & MELVILLE, N.Y.--Verint® Systems Inc. today announced that Barclaycard – the credit and card payments business of Barclays Bank PLC – extended its investment in Verint Witness Actionable Solutions’™ call recording and quality monitoring software.
Barclaycard is one of the world’s leading credit card businesses and already a Verint customer. The organization invested in an additional 300 seats in its Dublin multilingual customer contact center. This brings Barclay’s total investment in the call recording and quality management software to nearly 10,000 agent seats. The solution is being delivered in conjunction with BT, a strategic partner that offers Verint technology as part of its standard solution portfolio.
“At Barclaycard, we’re committed to providing our customers with the highest quality service. To achieve this, we have an ongoing improvement program for our agents and the performance of our contact center overall,” explains Martyn Guerin, Barclaycard Europe & ABSA Chief Operating Officer. “Working with Verint’s software, we can capture voice and screen recordings, listen to what our customers and agents are saying, and ensure we have the proper processes and resources in place to deliver outstanding customer service.”
Paul Brewer, director of CRM sales, BT Global Services, says "Improving call center efficiency is an ongoing challenge for large financial services providers such as Barclaycard. In the meantime, the battle for consumer loyalty is fiercer than ever, so deploying the right technology to deliver the best possible service is key. In working with Verint, we are delivering combined expertise in contact center technology, as well as deep experience in the financial services sector to Barclaycard."
The Verint Witness Actionable Solutions call recording and quality monitoring software supports a wide range of enterprise requirements from compliance and liability, to agent performance and operational effectiveness, to helping ensure a world-class customer experience.
“Our broad portfolio gives Barclaycard a powerful workforce optimization framework for identifying best practice performance, highlighting any areas that need improvement, and making a direct connection between high agent quality scores and business success,” adds David Parcell, managing director, EMEA, Verint Systems. “We are delighted that Barclaycard has achieved ongoing business and customer value from our solutions, leading to additional investment in the software, and we look forward to supporting its ongoing program to deliver continuous performance improvement for customers.”
About BT
BT is one of the world’s leading providers of communications solutions and services operating in 170 countries. Its principal activities include the provision of local, national and international telecommunications services to our customers for use at home, at work and on the move; higher-value broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2007, BT Group plc’s revenue was £20,223 million with profit before taxation of £2,484 million.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York. For more information, visit www.bt.com/aboutbt.
About Verint Witness Actionable Solutions
Verint® Witness Actionable SolutionsTM was formed as a result of the company’s successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer/caller interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry’s broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Verint Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
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.
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