Verint Transversal and Sainsbury’s Argos win at CCA Awards
We’re delighted to announce that Verint Transversal and Sainsbury’s Argos won Best CX Transformation Through Technology Partnership at the 2019 Contact Centre Association Awards. Winners were revealed at a gala dinner in Glasgow on 13th November.
The annual awards recognize “world-class professional achievement in customer service”. Judges are drawn from a range of business sectors, with a panel of fifty experts making the final selection.
For our winning knowledge management solution, Sainsbury’s Argos and Verint Transversal transformed the retail group’s knowledge delivery as part of a wider business restructuring. The group’s brands were previously served by disparate silos of knowledge that had not been fully integrated. With technology and project management from Verint Transversal, information was reorganized into a central, curated knowledgebase that serves multiple channels, including customer-facing websites, contact centres and a mobile app. Benefits included reducing average handle times, increasing CSAT scores and decreasing the cost of answering customer emails.
Verint Transversal has a fine track record at the CCA awards. We and our clients won Best Technology Partnership three years running, in 2008, 2009 and 2010, and were shortlisted for Best CX Transformation Through Technology Partnership in 2018. Since Sainsbury’s Argos is also a past winner of Best Technology Partnership, it’s not surprising that our mutual partnership has been a transformative success.
The award crowns an excellent week for Verint Transversal’s knowledge automation technology. Just a few days earlier, Verint won KMWorld’s KM Promise award for “innovative technology that breaks through the hype to help customers gain insights, collaborate, and compete in a mobile and global business environment”.
Sharon King-Livesey, Head of Global Marketing at Verint Transversal, says: “We’re delighted to be recognized again by the CCA, especially in association with a client like Sainsbury’s Argos. Sainsbury’s Argos is not only one of the UK’s most popular retailers, but a great example of how knowledge management can bring greater efficiency to the largest and most complex of businesses. Now Transversal has become part of the global Verint enterprise, we enter the next decade looking forward to bringing the same benefits to many more businesses.”