How ABN AMRO improved contact center management with Verint solutions?


Verint Systems shared how its customer engagement solution has improved ABN AMRO’s contact center workforce management and employee satisfaction.

As a leading financial services institution, ABN AMRO provides services throughout Europe and beyond.

Headquartered in Amsterdam, the Netherlands, its Advice Service Center is staffed 24/7, has 1,400 employees and handles over four million phone calls per year, along with email, social and web-based queries.

AMRO sought a solution to help effectively manage how enquiries are assigned to agents in its contact center. It has been leveraging the Verint solution since 2013.

Leveraging the Verint Workforce Management software, ABN AMRO is now able to provide contact with an agent within 40 seconds of an enquiry 90 percent of the time.

The WFM software also has helped increase employee satisfaction by up to 20 percent, as well as improves customer service quality.

Employee satisfaction with the scheduling method increased by 15 percent, and satisfaction related to work-life balance has improved from 60 to 80 percent.

“Helping ABN AMRO to more effectively manage its workforce in the contact center and achieve such great results for both its customers and employees gives us an immense sense of pride,” comments Nick Nonini, managing director, Verint EMEA.

The company scored revenue of $264.2 million in the second quarter, or $0.57 earnings per share.

Based on the company’s performance in the first half of the year, Verint CEO and President Dan Bodner said the company is well positioned for long-term growth in both the enterprise and security markets.

In view of the increasing cloud adoption, Verint has made its entire Customer Engagement Optimization portfolio cloud ready. Therefore, a user can deploy Verint solutions in private, public and hybrid cloud.

The company expects to report full year 2017 revenue of $1.11 billion and EPS of $2.85.  It foresees a temporary decline in security revenue due to weak conditions in emerging markets.

It also introduced a new licensing structure for the latest release of its Situational Awareness Platform and Enterprise Video Management Software.

These offerings provide security-conscious organizations more readily achieve the actionable intelligence benefits.