Verint® Systems, Inc. (NASDAQ: VRNT) today announced that several of its subject matter experts will participate in upcoming conferences and online events. With a focus on the customer experience and how to build Voice of the Customer (VoC) strategies and programs, they will explore the interworking and connections across customer care, social media and analytics. Additional sessions will highlight how back-office operations departments and functions can help improve processing capacity, the customer experience and ultimately the bottom line. Best practices and advances about how analytics can super charge quality programs also will be covered.
Revolutionizing the Contact Center Using Speech Analytics and Chat Technologies
April 3; CRMXchange Webinar
Taking place April 3 at 1 pm. ET, this online event will reveal how a leading U.S. health insurer has used speech analytics and chat technologies to revolutionize its contact center. By analyzing its customer interactions, the company identified key drivers for repeat and transferred calls, and as a result, implemented a customer response program—all without adding additional headcount. In this session, co-led by the health insurer and Verint’s Daniel Ziv, vice president, voice of the customer analytics, attendees will learn about how one organization is successfully leveraging the voice of its customers and employees.
8th Annual Customer Contact 2012 East
April 15-18; Marco Island, Fla.
Many companies are planning to support social customer care, yet struggling to answer a number of critical questions, including what is our social response and social care strategy? How do we provide top-percentile customer support using social care channels? What are our key metrics and KPIs? On April 16 at 10:15 am. ET, Verint’s Greg Sherry, vice president, marketing, and a leading pharmacy benefit management customer will lead the session “R U Ready for Social Media Customer Care?” During this interactive presentation, attendees will learn how organizations are using voice of the customer-driven strategies in their social media support centers.
How to Limit Process Variance and Optimize Processing Capacity
April 19; PEX Network Webinar
Limiting process variance and improving effectiveness can increase processing capacity, productivity and the bottom line. To help ensure adherence to processing protocols, organizations must be equipped with the right tools to capture and measure actual activities—and provide real-time guidance on next steps. Optimizing processing capacity requires the alignment of work with the availability and skills of resources. In this 11 am. ET web event, Verint’s Craig Seebach, director of back-office workforce optimization, and Steve Williams, director of desktop and process analytics, will share customer use cases on how forward-thinking companies are applying the right tools and methodologies to help limit process variance and optimize processing capacity.
Congreso Andino Contact Centers & CRM
April 25-27; Bogota, Columbia
On April 26 at 4:30 pm. CT, Verint’s Oscar Alban—principal, global market consultant—will address “The Basics for Developing a Successful Quality Monitoring Strategy” and how it can help today’s businesses create competitive advantage. This session is designed to reinforce the basic principles of using insight gained through quality monitoring to better evaluate, coach and train staff. Alban also will explore the disconnect between internal performance evaluations and external customer satisfaction, as well as provide a look into the technological solutions that are helping organizations master QM basics, deliver competitive advantage and gain insight from the powerful combination of QM and analytics. Attendees will gain insight into ways to discover and respond to pressing customer concerns and issues before they become business-disrupting problems.
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 fiscal year ended January 31, 2012 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, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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