Key themes will focus on the benefits of implementing a Voice of the Customer (VoC) program, arming attendees with the ways voice of the customer analytics can provide the actionable intelligence needed for targeted decision making. The sessions also will explore ways to gain a holistic view of the customer experience, while at the same time supporting current business objectives and driving future strategies.
“Voice of the Customer”
January 25 at 1 pm. ET; Institute of Citizen-Centered Service (ICCS) Webinar
The term Voice of the Customer is often used to describe the in-depth process of capturing customer expectations, preferences and experiences. While many recognize the importance of engaging with customers, the question often arises around how to evaluate interactions across phone calls, web chat, emails, social media and surveys. In this session, Verint’s Dave Capuano—vice president, solutions marketing, voice of the customer analytics—will discuss real-time speech, enterprise feedback management; the challenges that private and public sectors face in today’s business environments; and the value of initiating a VoC program across the enterprise.
“Customer Analytics Roundtable”
February 7 at 1 pm. ET; CRMXchange Webinar
Oscar Alban—principal global market consultant for Verint—will participate in a debate on the latest trends in adoption, systems, reporting and ROI for Voice of the Customer analytics. Thanks to ongoing advances in today’s analytics solutions, such as speech and text analytics as well as enterprise feedback management, organizations have even greater access to and insight from customers and their likes, dislikes, preferences and expectations. These provide a bridge between the contact center and enterprise departments—such as sales, marketing, product development and the executive suite. In this fast-paced, highly-interactive session, panelists will explore a variety of analytics capabilities, key qualities to look for and questions to ask, plus ways to leverage new insights and metrics for maximum impact.
“Don’t be a 4 Percenter: Most Companies are Using Voice of the Customer to Drive Change. Are You?”
February 22 at 1 pm. ET; Verint Webinar Featuring Peppers & Rogers
There are countless business drivers for creating a Voice of the Customer program. According to a recent survey sponsored by Peppers & Rogers, improving the customer experience tops the list, followed by reducing customer churn and improving customer lifetime value. Don Peppers, founding partner of Peppers & Rogers Group, will join Verint’s Dave Capuano in a discussion on harnessing the voice of the customer as a profitable business practice that drives customer-centric change. In addition to unveiling key survey findings, they will reveal how “model” organizations are devising truly innovative approaches to the VoC—and as a result, capturing customer loyalty and boosting revenue.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360® Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.
About Verint Systems, Inc.
Verint® (verint.com) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps worldwide organizations capture and analyze complex, underused information sources—such as voice, video and unstructured text—to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network.
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 and uncertainties, 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 year ended January 31, 2011 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2011. 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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