Industry Experts to Illustrate the Business Value of Workforce Optimization and Speech Analytics
7 May, 2010
Verint® Systems Inc. today announced that company experts will present on the value and benefits of enterprise workforce optimization (WFO), quality monitoring and speech analytics in today’s contact center and back-office operations. Throughout the month, representatives from Verint® Witness Actionable Solutions® will share insights and perspectives on these solutions, exploring best practices, trends and real-world customer case studies.
FUSION 2010 Forum & Expo
“Beyond Workflow Automation: The Human Quotient”
Monday, May 10; 9:45-10:45 a.m. CT
Gaylord Texan Hotel and Convention Center, Grapevine, Texas
Document imaging and workflow systems streamline and automate paper processing and document routing, enabling managers to track the volume of work being processed (the demand) electronically. However, these solutions do not address the human quotient (the supply side) of the processing equation. In this session, Craig Seebach—back-office WFO practice director for Verint—will profile how WFO solutions specifically designed for back-office operations (i.e., A/P, claims, account management and fulfillment) can help organizations maximize employee utilization, productivity, quality and performance. Also, the presentation will explore real-life customer success stories and best practices.
6th Annual Text Analytics Summit
“Social Media is the Tip of the Iceberg - Your Interaction Analytics Future”
Wednesday, May 26; 10-11 a.m. ET
Radisson Hotel, Boston, Massachusetts
This presentation - delivered by Daniel Ziv, VP of Customer Interaction Analytics for Verint - will explore how enterprises are looking to better understand their customers through mining the explosive growth of customer-generated content on social media sites. For every post online, there are likely hundreds or thousands of customer interactions in your own backyard - across recorded voice interactions, emails, chat sessions and web interactions, as well as personal interactions at branches and retail stores. This session will highlight the best practices for building a complete 360-degree view of your customer interactions across multiple channels and touch points. Attendees also will learn how leading enterprises are leveraging analytics to reduce costs, increase profitability, outperform their competition and much more.
Online Event
“Roundtable: Why Quality Assurance Solutions are Essential for the Success of PCI, First Call Resolution and At-Home Agent Programs”
Thursday, May 27; 1 p.m. ET
This CRMXchange “Great Debate” session focuses on quality assurance and monitoring. The discussion will bring together contact center industry experts, including Kristyn Emenecker, solutions marketing director for Verint. Even the most basic quality solution can greatly affect the contact center, enterprise and the customer experience. This interactive webinar will explore all aspects of quality assurance from success stories to tips that can be implemented to help reduce average handle time and attrition, all while improving the customer experience.
SpeechTek Europe
“How Speech Analytics Delivers the Right Answers Even Without Knowing the Questions”
Thursday, May 27; 3–4 p.m. GMT
Copthorne Tara Hotel, London, United Kingdom
There are many factors that can result in rising call volumes into the contact center, and each day introduces new challenges and opportunities that need to be recognized, evaluated and addressed. Speech analytics helps generate relevant insights from this ever-growing mass of data impacting the broader enterprise. In this session, Rahm Fehr—speech analytics director for Verint—will highlight the different approaches to speech analytics and demonstrate how it can automatically surface unknown issues and emerging trends.
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. 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. Visit us at our website www.verint.com.
