Verint Systems announced that EDF Energy, one of Europes energy suppliers is deploying Verints ULTRA solution to enhance the customer service it provides across its six contact centers in the UK.
EDF Energy is part of EDF Group, one of the largest energy companies in Europe. EDF Energy is responsible for the generation, supply and distribution of electricity and gas to over 7.8 million homes and businesses throughout the UK. ULTRA will be used enhance customer service and improve customer retention across the companys six contact center locations staffed by 2,500 agents.
«Verints ULTRA solution is a vital part of our strategy to provide our customers a first class service and customer experience and to provide a key differentiator in our market. ULTRAs actionable intelligence helps us identify areas where agents require additional coaching and training, so that they can offer the best possible customer service», said Matt Smith, IT and telecommunications contact center support operations manager at EDF Energy .
Verints ULTRA solution and Analytics suite drive total quality by enabling organizations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email or chat. Easy access to all customer data through ULTRAs Web-based desktop portal enables enterprises to use what they learn from customer contacts to optimize their processes, increase productivity, comply with risk management requirements and improve service to their customers.
«EDF Energy joins a growing list of utility providers who recognize that actionable intelligence is a key factor in delivering competitive, differentiated customer service», said Dan Bodner, CEO and President of Verint Systems. «Understanding the root cause of customer and performance issues can provide EDF with valuable insight into the effectiveness of their customer operations».
2006-08-08
Em Foco – Projecto