In the News
Verint Press Release
Verint Named “Top 10 Foreign Security Brand in China”
BEIJING, CHINA and MELVILLE, N.Y., August 16, 2011 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has been named a “Top 10 Foreign Security Brand in China” by HC360 Security Networks, a B2B ecommerce service provider specializing in physical security solutions for China-based operations. HC360 Security Networks accorded Verint this designation in June 2011 in recognition of the company’s brand strength and technology excellence in China’s highly competitive physical security market. Click here to read more.
Frost & Sullivan
Frost & Sullivan Presents Verint Video Intelligence Solutions with 2011 North American Customer Value Enhancement Award
Verint is recognized for vertical market expertise, customer-centric focus, and value-added video security/business intelligence capabilities. Click here to read more.
Verint Press Release
Florida Emergency Services Agency Implements Audiolog for Public Safety Solution from Verint
Public Safety Agency Deploys Company's Call Recording and Quality Management Software
Verint® Systems Inc. (NASDAQ: VRNT) today announced that an emergency services organization in the state of Florida has implemented the Audiolog™ for Public Safety solution in its centralized 9-1-1 operation. Click here to read more.
The Brain Yard
Verint Buys Vovici, Marries Survey, Social Data
With its acquisition of Vovici, announced this week, Verint plans to combine call center monitoring, social listening, and structured surveys in one platform.
Click here to read more.
Securityinfowatch.com
Verint acquires PSIM company Rontal Engineering
Rontal's PSIM technology will be used to expand Verint's portfolio chiefly with this week's launch of Nextiva PSIM, Verint's own branded physical security information management platform. Click here to read more.
Security News Desk
Verint’s Nextiva IP video solution enhances University security
Eastern Michigan University benefits from next-generation Nextiva Video Management Software, advancing campus security and expediting investigations. Click here to read more.
Sourcesecurity.com
Port of Los Angeles leverages Nextiva IP video solution to monitor expansive waterfront
Monitoring 43 miles of waterfront can be a daunting task. The port sought a solution that would unify stakeholders and effectively monitor its vast 43 miles of waterfront. After an extensive evaluation process, the Port of Los Angeles chose the Nextiva® IP video portfolio from Verint® Video Intelligence Solutions™. Click here to read more.
CCF Online
Customers: All Staff Have Responsibility
Internal call monitoring vital for investment banking to comply with regulations concerning the treatment of customers.
Investment management organisation Brewin Dolphin has extended its use of call recording in its contact centre to cover all interactions in the front and back office to help comply with FSA (Financial Services Authority) regulations.
Click here to read more.
1to1 Media
WFM Grows Up—How Three Companies Effectively Use Workforce Management in Their Contact Centers. Addison Lee Delivers Productivity and Service
It's a never-ending struggle heightened by the bad economy: How do contact center managers increase agent productivity while ensuring that those agents work at optimal levels for the customer? Addison Lee created its efficiency gains by staffing its contact center to match spikes in call volume.
Click here to read more.
1to1 Media
Rogers Wireless Listens in on Calls, in a Good Way
In the fast changing wireless market, what used to drive customer service calls only two years ago may not drive calls today. Rogers Wireless recognized that to keep up it had to more rapidly identify and adapt to customers ever-evolving needs and expectations.
Click here to read more.
CRM Magazine
Adhering to Higher Quality—New York Life Streamlines Its Workforce, Vastly Improving Internal Metrics
It's hard to improve upon what can't be measured—or at least upon what can't be spelled out to workers. Many argue that metrics, both internal and customer-facing, drive the contact center. The lack thereof was a slowly building problem facing the Tampa, Fla., contact center of insurance provider New York Life (NYL).
Click here to read more.
Credit Union Times
Bethpage FCU Sees Quick ROI with New Workforce Management Deployment
The return on an investment in operational efficiency should always be so easy.
Bethpage Federal Credit Union said it plans to save the equivalent of six full-time positions–at about $35,000 each–on its new workforce management platform from Verint Witness Actionable Solutions.
“For us, the ROI is in the budget process,” said Bob Hoppenstedt, senior vice president of member services at $3.4 million Bethpage FCU on New York’s Long Island. “We’re going to break even within a year and a half.”
Click here to read more.
1to1 Media
Reporter’s Notebook: SunTrust Tracks Traffic to Improve Service
Years ago, when banks operated on a standard 9 a.m. to 4 p.m., Monday to Friday schedule, predicting customer traffic flows did not pose a problem. But as many banks extended their hours to meet customers' changing schedules, their staffing issues became more complex as well.
Click here to read more.
CRM Magazine
Workforce Optimization Rises Above the Recession
Regardless of who’s conducting the research, the message seems clear: The workforce optimization (WFO) space continues to grow despite the effect of the recession on many companies’ technology investments. DMG Consulting forecasts 2008 revenue figures for WFO to exceed $2.5 billion. Gartner predicts the sector’s revenues will have a compound annual growth rate (CAGR) of 9.3 percent through 2011, while Datamonitor places its CAGR at 10.3 percent through 2013. Gartner analysts Michael Maoz and Jim Davies wrote that, by 2011, 20 percent of Global 100 businesses will begin to dismantle their traditional contact centers and move to an increasingly distributed model in part because WFO will have made “the need for the agent to be physically located near a supervisor increasingly less important.”
Click here to read more.
CRMXchange
The Back Office—Shaping the Customer Experience, One Transaction at a Time
Customer experiences are shaped by many functions, departments and touch points across the customer service value chain. Store fronts, branch locations and contact centers play important roles. Another less customer-facing group that is equally critical to the customer service equation is the back office
Many organizations underestimate the impact back-office operations and functions have and how inefficiencies in any one department can ripple into others, resulting in call volume spikes into the customer-facing contact center, mounting customer frustration, and when extreme, churn. For instance, when companies identify the underlying motives for repeat visits or calls into their stores, branches and centers, they may find incorrect order fulfillment, processing delays and improper billing prompting customers to contact them. Unnecessary repeat calls or visits due to a lack of quality and process controls in the back office not only impacts the bottom line, but also can signal declines in customer satisfaction.
Click here to read more. |
