Verint® Systems, Inc. today announced that company experts and industry authorities will be presenting on topics that span across workforce optimization (WFO), customer interaction analytics—including speech analytics and customer feedback surveys—and desktop and process analytics at various industry events and venues in the coming weeks. Through real-world experiences, best practices and ROI discussions, attendees will learn effective ways to collect, gather and take action on customer insights, along with how to apply that intelligence to processes and workflow across customer service operations.
CRMXchange Online Event
Discover the Power of Desktop and Process Analytics—A Workforce Optimization Essential
April 13; 1 pm ET
Most organizations have little to no visibility into non-phone based activities and processes taking place in their contact centers and broader customer service operations. And, often times, it shows. During this webinar event, Verint’s Steve Williams will reveal the power of an automated, systematic approach to monitor, capture, structure and analyze employee desktop activity. He will also provide views into agent and system behaviors, process workflow, and performance metrics to improve efficiency, effectiveness, compliance, and external customer impact.
6th Annual Customer Contact 2010 East
The Power Lunch—Creative Practices: Driving Business and Workforce Optimization
April 19; 12:45 – 1:30 pm ET
Marco Island Marriott Beach Resort, Golf Club & Spa, Marco Island, Florida
In this Frost & Sullivan-sponsored event, Jerome Brown, solutions marketing manager for Verint, will explore pertinent industry issues affecting today’s customer service operations in an interactive roundtable discussion. He will also highlight best practices, real-world examples and the ROI behind WFO strategies and technology.
Operationalizing Speech Analytics to Improve the Customer Experience and Reduce Costs
April 19; 1:45 – 2:30 pm ET
Diego Lomanto, senior manager, analytics at Verint, will present on the fastest growing technology in the contact center—speech analytics. As this technology has matured, the question is no longer focused on whether speech analytics provides value, but rather what people and processes are needed to drive a quantifiable ROI. Operationalizing speech analytics remains the critical factor in achieving success. During the session, Diego will identify the processes that should be put into place around the technology, the different skill sets required to leverage findings, common uses and real-life results.
Customer Contact Planning 2010
Workforce Management and Planning Session
April 19; 1:30 – 3 pm BST
UK Birmingham Metropole Hotel, Birmingham, England
This roundtable session will explore the latest contact center trends. Experts from Verint—including Rob Wint, senior vice president, marketing, Claire Richardson, director of workforce optimization solutions, and Simon Foot, consulting director—will participate in discussions that cover the latest trends in resource planning and what’s new in workforce management. Other key topics will include ways to create successful planning teams, how to achieve best practices, and today’s key issues around forecasting, scheduling, real-time and tactical planning.
Verint® Witness Actionable Solutions® Customer Event
Workforce Optimization Creative Practices Regional Workshop with SWPP
April 20; 8:30 am – 1:30 pm CT
Blackstone Hotel, Chicago, Illinois
This half-day WFO creative practices workshop will present ways to successfully develop and deploy a WFO strategy in the contact center and across the enterprise. Oscar Alban, principal global market consultant for Verint, and Vicki Herrell, executive director for the Society of Workforce Planning Professionals (SWPP), will explore themes including WFM for the contact center and back office; customer feedback survey strategies for retaining high-value customers; and, leveraging analytics to drive business and WFO. The event also will provide an opportunity to network with peers, in addition to connecting with presenters and experts in attendance.
2010 InAAU International Conference
Know Your Customers’ Next Move—Automatically Identify Changes in Customer Behavior Using Advanced Speech Analytics
April 20; 10:30 – 11:30 am MT
Colorado Convention Center, Denver, Colorado
Daniel Ziv, vice president of customer interaction analytics at Verint, will demonstrate how speech analytics software can proactively surface changes in customer behavior to impact costs and profitability. Attendees will walk away with information on how to build a business case study and ROI for advanced analytics, how to proactively identify and influence new trends and changes in customer behavior, and how other companies are leveraging advanced analytics to know their customers’ next moves.
Leveraging Speech Analytics at Wells Fargo to Improve the Customer Experience
April 20; 4 – 5 pm MT
When Verint customer Wells Fargo wanted to improve the customer experience by reducing non-value added calls via improvements in customer facing processes, it looked to speech analytics. Doing so has helped the organization pinpoint the root cause of process deficiencies by analyzing calls. A representative from Wells Fargo will share how the company deployed speech analytics, built a process around the technology, and makes use of the solution on a day-to-day basis to improve both the customer experience and its operations.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in enterprise workforce optimization software and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
About Verint Systems, Inc.
Verint® Systems, Inc. (verint.com) is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions enable organizations of all sizes to make timely and effective decisions to improve enterprise performance and make the world a safer place. More than 10,000 organizations in over 150 countries—including over 80 percent of the Fortune 100—use Verint solutions to capture, distill, and analyze complex and underused information sources, such as voice, video, and unstructured text. Headquartered in Melville, New York, we support our customers around the globe directly and with an extensive network of selling and support partners.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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, 2009. 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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