Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Rhea-AI Summary

Verint (Nasdaq: VRNT) has announced that TELUS International has upgraded to the latest version of Verint Workforce Engagement, integrated with Google Cloud. This upgrade supports approximately 30,000 TELUS team members and enhances customer experience through advanced analytics and insights. The swift deployment, completed remotely during the COVID-19 pandemic, significantly reduced implementation time. Verint's partnership with TELUS and Google Cloud aims to provide a world-class platform empowering remote workforce management, ensuring flexibility and real-time operational insights.

Positive

• Successful upgrade of Verint Workforce Engagement for TELUS International supports 30,000 team members.
• Deployment reduced from four-to-five months to three months due to cloud integration.
• Enhanced customer experience through advanced analytics and real-time insights.

Negative

• None.

Engage21 — Verint^® (Nasdaq: VRNT), The Customer Engagement Company^™, today announced TELUS International has upgraded to the newest version of Verint Workforce Engagement, part of the Verint Customer Engagement Cloud Platform^* deployed on Google Cloud’s platform.

TELUS International designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. Fueling all stages of company growth, the company partners with brands from high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

The selection and implementation of Verint Workforce Engagement is the latest development in the two companies’ long-term partnership. The deployment supports approximately 30,000 of TELUS International’s team members and will also be offered to TELUS International’s clients worldwide as a next-generation workforce engagement and customer experience platform.

Verint Workforce Engagement enables organizations to empower their teams to engage more effectively with customers. Through improved forecasting and scheduling, knowledge sharing, quality assurance and process management, organizations gain new opportunities to improve the customer experience, reduce costs and drive revenue.

Leveraging the latest release from Verint, TELUS International will supercharge team member and customer engagement through deep analytics and insights delivered via a combination of key capabilities and modern user interfaces.

The implementation was completed quickly and remotely in the midst of the COVID-19 pandemic. TELUS International and Verint teams were able to deploy and upgrade the Verint suite on Google Cloud’s platform within three months, significantly reducing the deployment time required for on-premises solution deployment four-to-five-fold. Leveraging Google Cloud’s platform, TELUS International will benefit through inherent security, scalability, and IT simplification; moving forward, the company will be able to gain seamless access to software updates in real-time, worldwide.

“Verint is proud to partner with TELUS International and Google Cloud – we are also committed to support all varieties of cloud deployments and cloud environments, providing our customers with maximum flexibility to choose the environment that works best for their needs,” says Verint’s John Bourne, SVP, global channels and alliances. “With Verint Workforce Engagement and Google Cloud, TELUS International has a world-class customer engagement platform to empower the remote and globally distributed workforce to support exceptional customer experiences, while gaining real-time insight into business operations for adjustment as needed to meet today’s ever-changing demands both within contact centers and throughout the enterprise.”

“Leveraging Verint Workforce Engagement on Google Cloud’s platform simplifies team member effort to help empower the delivery of exceptional customer experiences,” said Katy Elder, manager of Verint Global IT engineering, TELUS International. “The result is improved employee engagement and readiness, reduced compliance risks, and the ability to make customer interactions more effective. For example, with Verint operating on Google Cloud, we can quickly obtain information on customer interactions, regardless of channel, and run engagement analysis for detailed views of customer inquiries, enabling us to quickly isolate issues and provide personalized levels of support.”

About Verint

Verint^® (Nasdaq: VRNT) helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement^™ to help customers close the engagement capacity gap.

Verint. The Customer Engagement Company^™. Learn more at Verint.com.

*TELUS International’s latest investment in Verint solutions was in January 2020.

This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2021, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.

VERINT, THE CUSTOMER ENGAGEMENT COMPANY, BOUNDLESS CUSTOMER ENGAGEMENT, THE ENGAGEMENT CAPACITY GAP and THE SCIENCE OF CUSTOMER ENGAGEMENT are trademarks of Verint Systems Inc. or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

View source version on businesswire.com: https://www.businesswire.com/news/home/20210520005048/en/

FAQ

What is the latest update regarding Verint and TELUS International?

Verint announced TELUS International has upgraded to its latest Workforce Engagement solution, supporting 30,000 team members globally.

How does the Verint Workforce Engagement upgrade benefit TELUS International?

The upgrade enhances customer experience through improved analytics and insights, and speeds up the deployment process.

When was the Verint Workforce Engagement solution deployed for TELUS International?

The deployment was completed remotely in just three months amid the COVID-19 pandemic.

What platform is the Verint Workforce Engagement solution hosted on?

The solution is deployed on Google Cloud’s platform.

What is the significance of the partnership between Verint and TELUS International?

The partnership aims to provide TELUS International with a next-generation customer engagement platform, enhancing remote workforce management.