Honda (News - Alert) Canada Finance Inc., a provider of financing and leasing options for Canadian consumers for Honda and Acura automobiles, recently won Ventana Research’s 2012 “Contact Center Excellence” Leadership award based on its use of Impact 360 Workforce Optimization.
Impact 360 Workforce Optimization is part of Verint’s (News - Alert) Enterprise Intelligence Solutions, helping organizations of all sizes to capture and analyze customer interactions, sentiments and trends across multiple channels, while improving performance and optimizing the customer experience.
Honda won this prestigious award for deploying the Impact 360 Workforce Optimization solution and for advancing its business by effectively utilizing people, processes, information and technology to realize the best outcomes.
“We congratulate Honda Canada Finance and Verint on receiving this prestigious award,” said Mark Smith, CEO and chief research officer, Ventana Research. “The results speak for themselves. Together, they have achieved real-world impact by optimizing customer satisfaction scores, and driving service levels and operational efficiencies. It truly is a showcase application of impactful contact center technologies.”
Officials at Honda Canada Finance said they chose Verint software to enhance their team efficiency, place an emphasis on customer satisfaction and maintain a consistent communications platform across multiple contact centers.
By adapting Impact 360 Workforce Optimization (WFO), Honda has also achieved a unified approach for quality monitoring (QM) and call recording, workforce management, eLearning, performance management, enterprise feedback management and surveys.
“We are delighted to see Honda Canada Finance recognized for its dedicated focus on driving customer satisfaction and for the ways it has propelled technology and processes that support its commitment to service excellence,” commented Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions.