Verint® Systems, Inc. today announced that industry experts from Verint® Witness Actionable Solutions® will present on the value and benefits associated with workforce optimization, quality monitoring, speech analytics and coaching software during upcoming events. The sessions will impart tips and best practices for maximizing the value of each solution, while placing an emphasis on how they help improve enterprise performance and customer loyalty. Additional sessions will explore ways to balance customer security with industry regulations related to the Payment Card Industry Data Security Standard (PCI DSS).
August 2 – 4; New York Marriott Marquis, New York, New York
This August 2 panel entitled “Understanding the Value of Speech Analytics” will explore the ways in which speech analytics provides valuable customer insight back into organizations. During the session, Shannon O’Connor, regional vice president, strategic consulting for Verint Witness Actionable Solutions, will provide an overview of the different types of analytics offerings in the marketplace, the ins-and-outs of deployments, and the most strategic ways to present solution success and value to senior management.
Contact Center Summit America Latina 2010
August 31 – September 2; Hotel Casa Dann Carlton, Bogotá, Columbia
Join Bill Durr, principal global solutions consultant for Verint Witness Actionable Solutions, as he leads the August 31 session “Becoming Customer Centric: The Roles for Workforce Optimization and CRM.” Attendees will learn about the ways companies can create customer-centric environments. Bill also will demonstrate how workforce optimization (WFO) solutions help enable all the necessary systems across the enterprise to share information, work together, and ultimately deliver a better, more cost-effective experience.
September 1 – 2; Hotel Transamerica, Sao Paulo, Brazil
During this September 1 session entitled “The Monitoring of Quality and Processes to Ensure Customer Satisfaction,” Oscar Alban, principal global market consultant for Verint Witness Actionable Solutions, will challenge attendees to take a holistic view of their quality strategies. Topics will cover how to leverage recorded customer interactions to identify trends and root cause issues that may be hurting the customer experience; and how looking at the business from the customer standpoint helps enhance agents’ skills and brand impact. It also will examine the relationship between contact center and back-office operations, including the role the two play in developing an effective quality strategy.
Austin Contact Center Alliance - 2010 Symposium/XPO
September 9; UT Commons at the Pickle Research Center, Austin, Texas
Almost all contact centers conduct some form of monitoring to identify skill gaps and deficiencies. However, the information collected doesn’t always help agents improve. All too often, the person who manages coaching isn’t properly trained to do so. Join Oscar Alban of Verint on September 9 for the session entitled “More than Monitoring: Coaching for Performance Improvement.” Exploring this topic, he’ll highlight critical aspects of coaching, and the benefits and value it can deliver. During the event, Oscar also will moderate the panel “Innovative New Models for Managing Call Center Performance,” which explores ways to “supercharge” a company’s quality program.
American Teleservices Association (ATA) Convention
September 12 – 15; Disney’s Contemporary Resort, Orlando, Florida
Protecting confidential customer data is a complex process. Most contact centers record calls for quality, proof of payment and/or compliance purposes. On September 13, Kristyn Emenecker, vice president, solutions marketing for Verint Witness Actionable Solutions, will highlight how to maintain the integrity of recorded interactions in context with customer security and industry regulations. In her session “The Impact of Payment Card Industry (PCI) Compliance on the Contact Center: The Good, the Bad & the Ugly,” attendees will gain insight on key drivers propelling the uptake and impact of the PCI DSS, ways to keep pace with fluctuating guidance changes and how to help ensure overall center security.
2010 Quality Assurance & Training Connection (QATC) Annual Conference
September 15 – 17; Renaissance Nashville Hotel, Nashville, Tennessee
This September 16 session entitled “Five Key Trends for Quality Assurance in 2010 You Don’t Want to Miss” will examine the resurgence of compliance driven by initiatives like PCI DSS. During this interactive presentation, Verint’s Kristyn Emenecker will evaluate the top trends that have surfaced across quality assurance (QA) programs this year, with an emphasis on navigating the pitfalls and capitalizing on what works.
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 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. Verint is listed on the NASDAQ Stock Market under the symbol “VRNT.”
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, 2010. 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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