Gartner Customer 360 Summit Verint—Booth C Gaylord Palms, Kissimmee, Fla.
As part of its participation in this week’s Gartner Customer 360 Summit, Verint® Systems Inc. (NASDAQ: VRNT) is highlighting how its enterprise solutions address one of the conference’s central themes: to “achieve a more holistic view of the customer, drive growth and ROI, and cement relationships in this dawning age of continuous interaction and collaboration.”
At the event, Verint is showcasing how it delivers enterprise intelligence solutions designed to help organizations use the voice of the customer to drive operational excellence, so they can optimize the performance of their enterprise. Verint’s Voice of the Customer (VoC) and Enterprise Workforce Optimization (WFO) solutions help organizations gain a holistic view of the entire customer experience by capturing customer feedback across channels, analyzing and interpreting it in the context of business objectives, and taking action to drive change and respond more effectively to customer, business and market demands. The Gartner Customer 360 Summit is taking place this week, March 14-16, at the Gaylord Palms Resort and Convention Center in Kissimmee, Fla.
Recently, Gartner cited that customer service accounts for an average of 75 percent of all customer interactions and called attention to central predictions for the CRM customer service and support market, including:*
“By 2015, the marketing budget allocated to retaining customers and increasing loyalty through customer service will more than double.” Gartner also indicates,“marketing and customer service departments will have to work in cohesion within an organization to successfully deliver on both strategies.”*
With the market’s most comprehensive Voice of the Customer Analytics™ platform, Verint further underscores this trend as evidenced by its scalable and easy-to-use solutions deployed around the world. Many of today’s advanced VoC offerings have been designed specifically for use by chief customer officers (CCOs), chief marketing officers (CMOs), chief experience officers (CXOs) and other VoC management and executives.
Through Verint’s VoC solution set, organizations can benefit from actionable intelligence that resides across the full range of customer communications channels with speech analytics, email and web chat analytics, feedback analytics and integration to Verint’s workforce optimization (WFO) platform. With these robust capabilities, they can combine insight extracted from telephone calls with intelligence mined through other communications channels that include chat, email, text messages, review sites, customer survey results and social media outlets, such as Facebook and Twitter.
Gartner states,“interaction channels have exploded in the past few years, from direct- and phone-based to the corporate website and across a growing selection of mobile devices and social media. To keep pace, the scope of functionality included in customer service and support (CSS) applications has expanded.”*
As organizations expand their interaction channels, the need to monitor, analyze and respond to customer experiences and feedback shared across these mediums has escalated. Verint VoC solutions are designed to address these very needs by providing organizations with a full analytics toolset to gain a vital multichannel view of cross-channel service, which plays a key role in shaping today’s customer experiences, relationships and loyalty. The Verint VoC Analytics platform enables users to see all of the different interactions coming from the same customer in a defined time period sorted by interaction date. The result is the market's most complete view into what's really happening with customers, the drivers of issues and cross-channel patterns, and the ability to predict their needs, expectations and end behaviors.
To learn more, please visit Verint at the Gartner Customer 360 Summit this week in Booth C, or at Verint Voice of the Customer Analytics and Verint Enterprise Workforce Optimization.
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.
* Gartner press release,“Gartner Says Organizations That Integrate Communities Into Customer Support Can Realize Cost Reductions of Up to 50 Percent,” February 21, 2012
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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