Upcoming Conference Themes to Address the Power of the Voice of the Customer, Employee Engagement and Workforce Optimization
Subject Matter Experts to Highlight How WFO and VoC Analytics Help Drive Revenue and Productivity Gains for Continuous Improvement, and Insight into Customer Needs and Behaviors
MELVILLE, N.Y., September 10, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced company and customer subject matter experts will present at several global conferences and online events this month. Key themes will span a variety of topics from leveraging the Voice of the Customer (VoC) to act on insights, minimizing costs while increasing service, and breaking down silos to drive sales and operational excellence.
September 9-11; Detroit, Michigan
Moderating “The New KPIs of Customer Care Multi-Channel Metrics” panel on September 10 will be Verint’s Nancy Porte, vice president of the customer experience. This discussion will explore how new platforms are blending data points from various touch points. It also will address the current KPIs of social care, how to know when your team is successful, and the best tools for measuring and tracking these metrics.
September 10-12; Nashville, Tennessee
Donna Denehy, director, enterprise workforce optimization, will present “Pump Up Your Quality Program by Leveraging the Voice of the Customer” on September 11 at 3:45 p.m. CT. Customers care about receiving quality experiences when they dial into a contact center. This raises critical questions for the customer-facing organization—such as have you incorporated their input and feedback into your quality assurance processes, and are your representatives focused on the right things in all interactions? Attendees will learn how to put the Voice of the Customer to work by leveraging training content with employees, encouraging them to improve skills and knowledge.
September 12; Speech Technology Webcast
Verint’s Daniel Ziv, vice president voice of the customer analytics, will co-lead this one-hour webcast at 2 p.m. ET. Creating positive and consistent customer service experiences requires organizations to know what customers want. This can be challenging, as needed information is often buried deep in an overwhelming amount of structured and unstructured data—making it difficult to unearth these hidden gems. This session will cover how to implement a successful speech analytics and unified Voice of the Customer program, and ways to realize rapid ROI.
September 15-17; Seattle, Washington
In the 1:30 p.m. PT session on September 16 titled, “Customer Experience Excellence—10 Proven Strategies You Can Use,” Greg Sherry—vice president, marketing—will present alongside customer Holland America Line. The discussion will explore how to balance critical and sometimes conflicting business objectives—such as maximizing customer satisfaction and increasing revenue, while minimizing the cost of delivering an outstanding customer experience. Attendees will walk away with best practices to help address how organizations capture and analyze customer interactions, sentiments and trends across multiple channels.
September 17; Sao Paulo, Brazil
Taking place on September 17 at 3:30 p.m. BRT is the session titled, “Big Data—Voice of the Customer.” Verint’s Cecilia Teixeira, solution engineer, will highlight how to deliver top-notch results by leveraging voice of the customer (VoC) intelligence to improve business insights, detect trends, fine tune processes and improve decision-making. Attendees also will learn about how one of the largest telecommunications companies in Brazil implemented speech analytics to harness the VoC and raise its customer experience to new heights.
September 17; CRMXchange Webcast
Join Verint for this online discussion titled, “Want Loyal Customers? Start with Engaging Your Employees” at 1 p.m. ET on September 17. A simple premise states that happy, engaged employees lead to happy, loyal customers. Dave Capuano, vice president, global digital marketing, will explore the primary types of employee feedback initiatives companies can implement to build a successful, integrated employee engagement approach; supporting technologies available to provide companies a single, holistic view of the voice of the employee (VoE); and the link between employee engagement and customer loyalty.
September 18; Auckland, New Zealand
Leading the 11:45 a.m. NZST session titled, “Breaking the Silos—Using the Voice of the Customer and Data Analytics to Drive Sales Revenue and Operational Excellence” are Simon Gilhotra and Tony Lennon with Verint New Zealand. These two experts will highlight how customers are using the data and interactions that already exist in their organizations to break down silos; drive efficiencies across the enterprise; reduce cost-to-serve, fraud and compliance risks; as well as improve customer experiences and increase sales revenue opportunities.
September 24; Verint Webcast
At 1 p.m. ET on September 24, Forrester Research, Inc. Senior Analyst Samuel Stern, and Verint’s Ellen Hannigan, solutions marketing manager, will review the tools and processes needed to align employee and customer feedback, which can identify common business process improvements and help optimize the customer experience. While businesses are investing in employee engagement, most aren’t doing what it really takes to engage employees long-term. This session will illustrate how it can help boost customer experience and profits, as well as ways to more successfully engage employees.
September 26; CXPA Webcast
In this 1 p.m. ET webinar, Nancy Porte will join customer Carlos Herrera, global customer loyalty leader, Life Technologies, to talk about ways to deliver exceptional customer experiences. The presentation will share some of Life Technologies’ experiences in building a voice of the customer program, including the role company culture and people play in developing an initiative, tools used to collect data and measure what matters, the value of benchmarking beyond an organization’s industry, what went well and pitfalls to avoid.
September 27; Shanghai, China
Covering the “Voice of the Customer Analytics—User Case Experience: Speech Analytics” session at 10:30 a.m. CST is Verint’s Bruce Dai, presales manager. Attendees will learn how Verint’s Voice of the Customer Analytics™ can capture and analyze customer interactions and improve overall customer experiences. With a focus on best practices, the discussion will highlight how one company has achieved success in the areas of driving “moments of truth” across the customer journey, while also providing insights into customer preferences and satisfaction levels, how to determine customer behaviors, trends 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
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Its portfolio of Enterprise Intelligence Solutions™ and Security Intelligence Solutions™ helps organizations Make Big Data Actionable™ through the ability to capture, analyze and act on large volumes of rich, complex and often underused information sources—such as voice, video and unstructured text. With Verint solutions and value-added services, organizations of all sizes can make more timely and effective decisions. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in NY, Verint has offices worldwide and an extensive global partner network. Learn more at www.verint.com.
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, 2013 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2013 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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