Verint® Systems, Inc. today announced that company subject matter experts will participate in several upcoming webinars. The following sessions will profile best practices in customer experience management and ways to put customer feedback and intelligence into action by deploying industry-leading software and services for speech analytics, workforce optimization (WFO), quality monitoring, workforce management (WFM) and more.
Uncover Customer and Agent Insight with Speech Analytics
June 6; CRM Magazine Webinar
Participating in the roundtable on June 6 at 2 pm. ET is Verint’s Oren Stern, vice president, voice of the customer analytics. Many contact centers are ignoring extremely valuable internal and external data on a daily basis. The challenge lies in sifting through all this information to get a complete and accurate understanding of the more pressing trends. With voice of the customer analytics, customers can quickly and easily glean valuable insight from multiple media channels, including recorded telephone calls. This panel discussion will highlight how organizations can better understand agent performance, bolster contact center productivity, and ensure compliance—all while enhancing voice of the customer efforts.
Insurance Workforce Optimization: How to Work Smarter to Benefit Your Customers, Employees and the Bottom Line
June 7; Insurance & Technology Webinar
Craig Seebach—Verint’s back-office practice director—will be joined by Insurance & Technology editor Anthony O’Donnell, and Forrester analyst Ellen Carney in this June 7 webinar taking place at 1 pm. ET. These experts will examine how workforce optimization software can help insurance companies gain valuable insight into what’s really going on in their back-office operations. The discussion will explore how this innovative technology can help insurers drive down costs, enable more competitive pricing, improve customer service and loyalty, and enhance accuracy and thoroughness.
Best Practices in Quality Assurance and Speech Analytics
June 12–14; CRMXchange and QATC Virtual Conference
Speaking on the topic of “Best Practices in Quality Assurance and Speech Analytics” will be Oscar Alban, principal market consultant, Verint. The session, which takes place on June 13 at 11 am. ET, will focus on the ways in which quality programs have become an essential component to the contact center. A quality assurance program provides organizations with valuable information for planning, training and incentives to improve individual and team performance. Given that customers use a wide range of channels to contact companies, Alban will reinforce how QA programs can monitor performance across all channels and capture business intelligence by tapping directly into customer insights.
Workforce Management in the Multi-Channel Contact Center
June 28; CRMXchange Webinar
Many organizations have added diverse channels for the customer, including email, chat and social media, such as Facebook and Twitter. Within these complex environments, forecasting and scheduling can become a challenge. On June 28 at 1 pm. ET, Bill Durr—principal global solutions consultant, Verint—will participate in a “Great Debate” on the ways workforce management teams can use their knowledge and experience to help the contact center understand the impact of the multi-channel environment, and also get involved in a much broader enterprise context across the organization. Attendees will learn how today’s WFM tools are helping organizations adapt to multi-channel environments, in addition to hearing top tips for forecasting and scheduling, creating “universal agents” to cover multi-channel contacts and the value WFM can bring to the overall process.
Create Agile Mortgage and Loan Operations to Drive Growth While Meeting New Compliance Requirements
June 28; Bank Systems & Technology Webinar
In this June 28 1 pm. ET webinar, Verint presenters—Steve Williams, desktop and process analytics practice director, and Shane Kent, regional vice president, back-office sales—will explore how workforce optimization is helping leading banks adapt quickly to market changes. They will walk through the ways customer-centric WFO can help understand true work volumes by loan type; determine resource requirements to meet process demand; assess the impact of market and regulatory changes on capacity; document compliance with new regulations; and measure the impact of changes on turnaround times and customer service. Through compelling case study examples, attendees will discover how forward-thinking banks are creating the framework, insight and reporting structure to adapt to market and regulatory changes while optimizing their loan productivity and customer service.
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, 2011 and our Annual Report on Form 10-K for the fiscal year ended January 31, 2012, when filed, 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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