This week-which marks National Customer Service Week-and throughout October, Verint will highlight the impact of effective Voice of the Customer (VoC) programs, explain how to capture customer data and put it into action enterprise-wide, spotlight effective quality assurance strategies and identify emerging trends in customer care.
Executive Breakfast with Verint and Frost & Sullivan
October 3; Sponsored by Cliente S/A Brazil
On October 3, Greg Sherry-vice president, marketing at Verint-will explore "Multichannel Workforce Optimization." He will be joined by Frost & Sullivan Analyst Daniela Pineiro, who will reveal "Latin American Industry Trends" during this interactive breakfast session.
ICMI Call Center Demo & Conference
October 9-11; Dallas, TX
On October 10, Oscar Alban, principal consultant, will serve as a panelist in the 3:45 pm. CT session titled,"Analytics in Action-Beyond Pretty Reports." The discussion will focus on how using analytics can turn information found within the contact center into actionable intelligence, including valuable insight that can impact the end-to-end customer experience, while also optimizing processes, systems and training.
Asociación Peruana de Centros de Contacto (APECCO) Congress
October 10-11; Lima, Peru
Taking place October 11 at 3:30 pm. PET will be the presentation "Unifying the Voice of the Customer." Sara Torres, voice of the customer consultant, will detail how to build a successful VoC program and explore the best ways to bridge the gap between listening to interactions and taking real action based on the feedback customers share.
BAI Retail Delivery 2012
October 9-11; Washington, DC
On October 11, Simon Angove, general manager, retail financial services, will participate in the 2:30 pm. ET session titled "Redefining the Role of the Contact Center in a Multichannel Banking Organization." The presentation will explore how it is even more critical for banks to deliver a personalized customer experience-especially as consumers begin to shift toward self-service channels, such as mobile, social, digital, chat, text messaging and video.
Technology Services World 2012
October 15-17; Las Vegas, NV
At 9:45 am. PT on October 16, Greg Sherry and customer Telvista will co-present the session "Social Media Customer Care Best Practices." The discussion will explore the growing number of companies that plan to allocate staff and technology to support social customer care and voice of the customer programs. It also will highlight Telvista's "best practices" approach to creating a social media center designed to enhance loyalty and brand reputation, drive better decisions and reduce costs.
Roundtable: The Five W's-and One H-of Quality Monitoring
October 16; CRMXchange Webinar
Brynn Palmer, principal consultant, will participate in an interactive panel "debate" moderated by Vicki Herrell, executive director at Society of Workforce Planning Professionals (SWPP). The 12 pm. ET roundtable will address the importance of quality assurance programs, determine who should "listen" to calls and social interactions, when coaching should happen, and how many interactions per month should be monitored.
Lucis Event - Voice of the Customer Analytics
October 16; Seoul, South Korea
On October 16, Daniel Ziv-vice president, voice of the customer analytics-will lead a voice of the customer-focused session at this event organized by Verint partner Lucis. There, he will review international customer case studies, outline how organizations are leveraging VoC solutions to drive excellence, and share use cases and tips for getting started.
Frost & Sullivan's Customer Contact 2012 West
October 22; Tucson, AZ
In this 10:15 am. MT session, Roger Woolley, vice president, solutions marketing, will co-facilitate a seminar with Verint customer Sage Software. During "Acting on Voice of the Customer (VoC): Collaborating Across the Enterprise," they'll examine how organizations interact with customers through phone, chat, surveys-and explore how to improve those experiences and drive loyalty and retention through a more holistic customer view across the enterprise.
Customer Experience Is a Marketing Asset
October 23; Forrester, Direct Marketing News and Verint Webinar
During this October 23, 1 pm. ET webcast, Forrester Principal Analyst Megan Burns and Dave Capuano, vice president of marketing, will discuss why the customer experience is more relevant than ever. Attendees will learn about the state of the customer experience-why it's hot and where it's headed; ways to establish successful CX strategies; how to create a customer experience framework; ways to harness the voice of the customer and build customer engagement, and more.
Breakfast with IMT and Frost
October 21-24; Mexico City, Mexico
Presenting on the topic of "Multichannel Voice of the Customer Analytics," Samuel Dominguez, solutions engineer, will profile what leading organizations around the world are doing to address VoC challenges. On October 14, the 8 am. CT session also will address new considerations that social media has introduced, the impact and benefits of today's supporting technologies-such as speech and text analytics and enterprise feedback management-and the ROI impacts of a cohesive VoC program.
Engagement & Experience Expo
October 28-30; Dallas, TX
Presenting at the Engagement & Experience Expo will be Dave Capuano. During the October 30 10:20 am CT session, he will profile the latest in Voice of the Customer solutions, and explore how Verint is helping world-class companies deliver memorable customer experiences by delivering intelligence from multichannel customer interactions, including recorded phone calls, surveys, chat sessions and social media.
Sentiment Analysis Symposium
October 30; San Francisco, CA
During this year's Sentiment Analysis Symposium, Daniel Ziv will present on the "The Voice of the People." On October 30, the 3:40 pm PT session will focus on the dynamic impact today's analytics solutions, such as speech and text analytics and enterprise feedback management, can have on better understanding and responding to consumer sentiment that resonates across email and chat, as well as such far reaching channels as blogs, review sites, Facebook, Twitter and more.
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, 2012 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2012, 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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