Verint® Systems, Inc. today announced that company experts from Verint Witness Actionable Solutions®, along with customers and industry analysts, will present at several upcoming web events and conferences on the power of Voice of the Customer (VoC) strategies and solutions, along with other key topics. Increasingly, organizations are placing more emphasis on VoC and related initiatives to deliver improved service and make better, more strategic operational decisions.
The following events will explore how to enhance customer experiences, relationships and loyalty; address tips for getting started; and profile a series of customer approaches and success stories.
The Virtual Contact Center Conference
November 2-4; Webinar
Scorecards have been central to performance management for years, but the technology significantly improves the impact. On November 3 at 2 pm. ET, the session “Scorecards Are Not Report Cards,” led by Verint’s Bill Durr—principal global solutions consultant—will explore how scorecards differ from reporting and look at the behavioral science behind performance management. It also will cover how performance scorecards can both encourage employee behaviors and serve as analytics tools for supervisors, team leads and managers.
Customer Engagement Strategy and Measurement Directors Forum
November 3; London, UK
At 12:20 pm. BST, Helen Van Tonder—speech analyst for Verint—will explore Voice of the Customer (VoC) themes in the session “Do You Know What Your Customers Really Think of You?” The presentation will reveal ways to gather unstructured data from multiple channels, including voice, text, email, web, social media and customer surveys. It will also profile the benefits tied to uncovering valuable insights that can drive change initiatives.
Engagement Expo 2011
November 6-8; Dallas, Texas
Nancy Porte—vice president, customer experience for Vovici™, a Verint company—alongside customer NPR, will participate in the panel titled “Radio Silence is Costly, NPR Listens with Panels” on November 7 at 1:35 pm. CT. The session will profile how online communities are one of the most efficient ways to listen to customers. With a case study example centered on NPR—a multimedia news organization—attendees will learn what opening up to customers’ thoughts, concerns and complaints can mean in terms of respect, confidence and the ability to transition from a vendor that provides a service into an indispensible partner.
Sentiment Analysis Symposium
November 9; San Francisco, California
Joining other industry leaders in the panel “Behind the Curtain: 4 Sentiment Approaches” at 2:20 pm. PT is Verint’s Daniel Ziv, vice president, customer interaction solutions. The group discussion will touch on successful approaches to managing customer sentiment and capturing emotions in voice calls. Attendees will walk away with the knowledge to identify positive and negative customer sentiment, as well as emotions in text and audio interactions.
Text Analytics Summit West
November 11; San Jose, California
Find out how noise and viral effects can hinder your social media mining strategy in the session “Unlock the Social Chaos with 360-Degree Voice of the Customer Analytics.” At 2:50 pm. PT, Daniel Ziv will share the key elements of an effective Voice of the Customer program. Attendees also will gain insight into the way one organization achieved a $180 million return on investment (ROI) in the first year of its initiative.
Customer Response Summit
November 14-16; Scottsdale, Arizona
Greg Sherry, Verint vice president, marketing and business development, joins customer ACS, a Xerox Company, in “Optimize the Customer Experience” at 2:15 pm PT on November 14. This behind-the-scenes view into how ACS optimizes the customer experience will explore ways to overcome today’s technical, operational and economic challenges—all while unlocking lucrative new revenue opportunities. Attendees will learn success factors for leveraging social media in customer relationships and ways to gain executive support for driving best practices throughout the customer contact center and into the broader enterprise.
“Mining the Text Mountain—How to Find Customer Gold”
November 15; Verint-Vovici Webinar
At 1 pm. ET, Brian Koma, vice president of research at Vovici, along with Verint’s Daniel Ziv, will discuss the best avenues for collecting and mining unstructured data sources in combination with standard, targeted survey responses to gain a 360-degree view of customers. Seth Grimes, analyst for Alta Plana, also will take part in the session, sharing recent results from the firm’s latest “state of the industry” text analytics market study.
CRM Mexico 2011
December 6; Mexico City, Mexico
During this one-day event, Verint’s Greg Sherry will present on the “Voice of the Customer in Social Media” and how today’s analytics solutions enable organizations to capture, analyze and act upon cross-channel customer feedback. In addition to sharing best practices, the session will explore how VoC programs can foster better customer experiences, and create more profitable and effective organizations.
“Major Voice of the Customer Trends in 2011”
December 7; Verint-Vovici Webinar
Most executives view the customer experience as an important initiative to their businesses, so it's no surprise that VoC programs continue to gain momentum and sophistication. In this webinar taking place at 2 pm. ET, Dave Capuano—vice president, marketing for Vovici—and Forrester Analyst Andrew McInnes will profile the trends and best practices pushing leading VoC programs forward. They will also share real-life examples of how leading B2B and B2C brands better understand their customers, drive meaningful actions based on their insights, and strengthen their business results.
About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market's first 5th-Generation WFO solution, its unified Impact 360® suite enables organizations of all sizes to capture, analyze and act on customer, business and market intelligence, and optimize customer experiences. Impact 360 Workforce Optimization™—comprised of quality monitoring and recording, voice of the customer analytics, desktop and process analytics, workforce management, performance management, eLearning, coaching and more—serves as a strategic asset across front- and back-office sales and service operations that help shape the customer experience. Used by thousands of organizations around the globe, Verint solutions help improve the entire customer service delivery network, powering decisions Real Time at the Right Time™ to advance service excellence across today's 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 85 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, 2011 and our Quarterly Report on Form 10-Q for the quarter ended July 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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