The sessions will explore such topics and themes as first contact resolution; the power of customer interaction analytics and the “voice of the customer;” the impact of workforce management (WFM) in contact center, branch and financial services environments; new dynamics and considerations in today’s multi-generational workforce; and the unique roles enterprise workforce optimization (WFO) is playing in global organizations today.
February 24; 1 pm. ET
The webinar entitled “First Contact Resolution—The Right Solution at the Right Time” will feature Principal Analyst Ken Landoline of Current Analysis and Oscar Alban, principal global market consultant for Verint. The live online event will explore first contact resolution (FCR) and share perspectives on the state of customer service operations today, factors influencing the shift from efficiency to effectiveness, key steps and essential criteria for successful FCR implementation and measurement.
February 25; 1:30 pm. ET
Daniel Ziv-Verint vice president, customer interaction analytics-will participate in the roundtable entitled “Customer Analytics?oExperts Weigh In-Latest Trends in Systems, Reporting, Adoption and ROI.” The discussion will highlight how new analytical applications bridge the contact center with other enterprise departments, provide insight into customer needs and behaviors, and help improve the overall customer service effort.
Metro NY American Teleservices Association (ATA) Webinar
March 1; 1 pm. ET
Companies seeking to thrive in today’s economy recognize that managing service and satisfaction levels alone is simply not enough. A satisfied customer can buy from you one day and from your competitor the next, unless loyalty is solidified. In the session entitled “Develop a Customer for Life Program, ” Telvista-a Verint customer-will share a systemic approach for managing customer relationships to increase loyalty, positive word-of-mouth and profitability.
March 1; 2 pm. ET
Alternative delivery channels have made it challenging for financial institutions to make the most informed choices possible regarding investments in established channels like the branch. In the “Branch WFM: Answering the Critical Questions” webinar, Jackie Hudson, retail banking practice director for Verint, will join industry expert Jerry Silva, founder of PG Silva Consulting, to share best practices and strategies for helping banks gain new efficiencies, maximize resources and better leverage their branch workforces.
ATA Convention & Expo
March 13-16; Phoenix, Arizona
Presenting in the March 14 session “Customer for a Life Program” is Verint customer Telvista. The company will highlight the avenues an organization can explore to help ensure customer loyalty is prioritized, and service levels remain top of mind.
2nd Global ContactForum
March 14–16; Mexico City, Mexico
On March 15 at 4:45 pm. CT, Verint’s Daniel Ziv will present the session “Listening to the Voice of the New Social Customer.” The session will address the power and application of internal and external customer insights, and offer practical advice on developing a unified analytics strategy.
Also on the speaker’s circuit for this event is Armando Palacios, regional manager for Verint Mexico. On March 16 at 4 pm. CT, he’ll discuss how to best leverage WFO practices to glean usable data for making smarter and more informed workforce decisions in the session “Converting Visions into Results with Workforce Optimization.”
Contact Center Conference & Expo 2011
March 21-24; Nashville, Tennessee
Verint’s Bill Durr, global solutions consultant, will present “The Impact of the Millennial Generation on the Contact Center” on March 21 at 10 am. CT. The session will explore the convergence between existing and new contact center applications, how new generations entering the workforce are changing the operational model and ways these technologies will be used today and into the future.
In addition, Diego Lomanto-Verint principal, solutions marketing, analytics-will lead the session “Using Customer Interaction Analytics to Mine the Voice of the Customer” on March 24 at 10 am. CT. Attendees will learn how organizations leverage customer interaction analytics technology and put “voice of the customer” intelligence to work for them to advance their business goals, revenue objectives, and customer loyalty.
March 22-25; Orlando, Florida
Verint’s Rajeev Venkat, solutions marketing director, will join SAP in presenting “The Advantages WFO Provides to CRM” at 4:15 pm. on March 23. Together, they will share the benefits associated with approaching CRM and WFO purchasing decisions in a unified manner, and how it can help organizations realize greater value. Attendees also will learn about how Verint and SAP are helping customers improve sales and service delivery.
2011 SWPP Annual Conference
March 23-25; Nashville, Tennessee
Bill Durr hosts an interactive conversation at 9 am. CT on March 24 that will cover service level goals, adherence practices, new roles for WFM and how the back office turns WFM topsy-turvy.
He will also join the “60 Ideas in 60 Minutes: Tips & Techniques for Making the Most of Your WFM Software” panel at 10:15 am. CT on March 25, a session that will provide an idea a minute on how to optimize WFM technology investments.
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, text 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. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
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, 2010 and our Quarterly Report on Form 10-Q for the quarter ended October 31, 2010. 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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