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Cloud Call Center Community Featured Article

TMCNet: Rogers Communications Named Verint's Innovator of the Year'

[June 09, 2009]

Rogers Communications Named Verint's Innovator of the Year'

Jun 09, 2009 (Close-Up Media via COMTEX) -- Verint Systems Inc. announced that Rogers Communications - a provider of wireless, cable TV, high-speed Internet and home phone services to consumer residences and businesses in Canada - has been named its 2009 "Innovator of the Year." The Innovator of the Year honor is designed to profile workforce optimization (WFO) professionals focused on new approaches to today's business challenges, including customer-centric service practices, along with those that support revenue generation and cost containment.


Honored during the 13th Annual Verint Witness Actionable Solutions Driving Innovation user conference at the Loews Lake Las Vegas Resort was Anna Marie Menezes, senior director of customer base calling (CBC) at Rogers Communications. As such, she was recognized for her leadership in introducing solutions and processes that have enabled the organization to identify and take action on vital consumer feedback and call drivers, discover emerging trends and opportunities, and deliver significant operational savings.

In a market focused on cost reduction and service differentiation, Rogers Communications sees great value in solutions that help make its business run smarter and more efficiently, the groups noted.

Menezes and her team conducted extensive pre-planning to develop and design processes and protocols that would enable Rogers Communications to fully maximize Verint's Impact 360 Speech Analytics solution post-implementation - both in its contact center operations and other areas across the broader organization. Within just two months, the software yielded a range of benefits, including reductions in average handle time, transfers and repeat calls. These efficiency gains and insights into operations also introduced a new level of business and customer intelligence, helping the company proactively identify the drivers and influences behind repeat calls in the contact center, along with changes and patterns in customer behavior.

"I'm honored to receive this award, and energized by the impact and ROI that Verint's technology has had on Rogers Communications' operations. Leveraging Impact 360 Speech Analytics, we're able to apply vital customer feedback and other business intelligence to deliver products and services that make everyday communications easier," says Menezes.

"From reducing wait times to helping ensure inquiries are resolved with the first call, Rogers Communications' goal is to provide customers with an unforgettable and exceptional service experience," explains Matthew Ariker, vice president, customer base management and customer based calls, Rogers Communications. "Verint's speech analytics solution has allowed us to truly leverage the voice of the customer to develop smarter governance models for capturing, validating and pursuing opportunities, as well as quickly identifying and remediating the root issues causing customers to call. We are delighted to have Anna Marie and the Rogers Communications team honored as innovators for spearheading this important technology initiative, which has enabled us to enhance both customer service and experience operational savings." Rogers Communications is a diversified Canadian communications and media company.

((Comments on this story may be sent to newsdesk@closeupmedia.com))

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