Verint® Systems Inc. today announced the conference schedule for the upcoming Verint® Witness Actionable Solutions® global user conference, taking place May 24-27 at the Buena Vista Palace Hotel & Spa in Orlando, Florida. Sponsoring partners include Avaya, Microsoft and SAP, among others.
This year’s Driving Innovation™ event will feature customer case studies, creative practices and business trends, in addition to profiles on the latest advancements in the enterprise workforce optimization (WFO) market. Designed to foster information sharing and practical insights, it will include keynotes, roundtables, panels, peer networking and one-on-ones to help customers maximize their investments. The event also helps organizations exchange tips and best practices, and learn about new ideas—including strategies that align customer service operations in the contact center through to the broader enterprise.
Driving Innovation keynotes will include motivational speaker and author Steve Gilliland. Taking attendees on an eye-opening journey, Gilliland will offer ideas on uncovering hidden abilities and accomplishing goals. Other keynotes represent customer and partner organizations sharing their real-world experiences, perspectives and techniques. The event also will feature sessions—such as those from the Society of Workforce Planning Professionals (SWPP) and the Customer Experience Doctor—on the trends shaping the market in 2010 and beyond. These include growth and customer service impact in such areas as desktop and process analytics, remote agent programs and enterprise-wide WFO, with a unique focus on branch banks and back-office operations departments.
Customer presentations will explore such topics as:
• “Extreme Workforce Optimization: How Far Can You Go?”
How far can your business go with workforce optimization? Discover how one of the world’s largest life insurers is using workforce optimization—including scorecards, eLearning, workforce management, quality monitoring and speech analytics—to drive results far beyond the contact center and into the enterprise.
• “Using the Voice of the Customer to Transform Quality Monitoring”
Discover how a global vision benefits and services provider is using workforce optimization to enhance its quality monitoring program with new metrics to influence agent behavior—while resolving calls more effectively and sharing the “voice of the customer” organization-wide.
• “Uncovering Hidden Assets: Showing the Value of Workforce Management”
An $18 billion financial institution shares best practices for using workforce management and its demonstrable value through calibration, staffing profiles, alternative shifts and other creative strategies. Discover tips for obtaining agent buy-in, supervisor support and more.
• “Panel Discussion: Branch Workforce Optimization Deployment”
In this roundtable session, members of the Retail Financial Services Customer Advisory Committee, representing leading banks, will discuss the successes, challenges and benefits associated with their workforce optimization deployments.
• “Customer Feedback: The Ultimate Appraisal”
How can your business use customer surveys to improve its operations? In this case study, a leading insurance company will share its experience implementing customer feedback.
• “Using Speech Analytics for Customer Retention”
Discover how a leading global payments provider is leveraging speech analytics to proactively identify customers at risk of churning, how this is saving the accounts and the dramatic impact it has on the bottom line.
• “What You Need to Know About Desktop and Process Analytics”
Learn how desktop and process analytics can help your contact center and back-office operations departments improve efficiencies and gain insight into daily operations.
These sessions are in addition to pre-conference training workshops, which provide “hands-on” experiences while focusing on the advanced features in the next-generation Impact 360® Quality Monitoring, Impact 360 Workforce Management and Impact 360 Speech Analytics solutions.
Attendees also can take advantage of Driving Innovation’s technology showcase, along with its “ask the expert” one-on-ones—complimentary technical sessions that provide a venue to pose questions specific to an organization’s use of Verint solutions. Each features opportunities to network with peers, partners, customers, and Verint domain experts and authorities.
About Driving Innovation
Driving Innovation addresses the evolution of today’s customer service operations in support of the customer experience; the critical roles each play within their organizations; and the trends and opportunities that lie ahead. The highly anticipated, interactive annual event provides an in-depth look at the WFO market and the solutions and practices that continue to drive its ongoing success—focusing on unified WFO, as well as the individual technologies that comprise it. At its core, Driving Innovation highlights winning strategies to help drive service-level excellence—all while maximizing technology investments to achieve key business and customer goals both inside and outside the contact center.
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, 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.
This press release contains "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995, 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, 2009. 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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Jayson S. Schkloven
Merritt Group, Inc.
P: (703) 390-1529