Verint is Going Virtual

DPA is most commonly used in Contact Centers to pause and resume recordings. But did you know it can do so much more, and is especially helpful when managing a remote workforce? Attend this session to learn how DPA extends workforce visibility and can inform employee engagement.

By connecting the front and back office on a single work management solution, Verint Work Manager, Capita was able to dramatically improve NPS, ease of service, and customer satisfaction (now 99 percent CSAT) for a major insurance provider – all within eight months! The company also saved millions of dollars in operational costs in the three years since implementation. Attend this session to hear actual before and after calls and see how real-time visibility into the end-to-end customer journey can empower agents to resolve requests at the first point of contact.

Back-office managers are challenged with managing productivity of team members in the office and at home. Operations Visualizer quickly provides the ability to do virtual walk around management by providing real-time insights as to how employees are spending their time. As organizations move beyond the initial response to work at home, learn how this can be extended to create more capacity in your organization.

With COVID-19, roughly 90% of Humana Healthcare Services frontline associates were quickly transitioned to work from home. Hear how Verint Operations Visualizer helped the organization identify and rapidly rectify technology and performance challenges. Brandon Baird, Director of Workforce Management, will share how the benefits of this solution are highly sought after, as evidenced by implementations in Humana business units beyond Healthcare Services.

In this session, Cisco will share the framework it has created to link customer experience insights to other data sources, enabling informed decisions and, ultimately, meaningful action. With the COVID-19 crisis, use of the Cisco WebEx and other platforms has exploded and the already-in-place framework has helped the team adapt. Verint insights are helping the organization better understand what drives customer frustration and how the measures taken are working from a customer point of view.

Every job has its challenges. Bosses get cranky. Deadlines slip. Market conditions change without warning. You can’t control those things, but you DO control how you experience them. In this session, experience expert Megan Burns will share how her research on culture and workplace psychology taught her to cope with uncertainty, burnout, and fear in her own high-stress workplace. Learn the concrete steps she took to transform her experience real time and why the same science-based techniques will work for you.

According to Forrester, 45% of customer experience professionals cite lack of collaboration across the enterprise as a challenge. This siloed approach causes enterprises to miss the mark on CX transformation benefits – delivering better experiences, a customer-centric culture, and driving business outcomes. Featured guest Faith Adams, Senior Analyst for Forrester Research, shares why experience management must span enterprise collaboration with stakeholders from digital, the contact center, operations, research, and more. How to make it happen and the realities of COVID-19 are discussed.

You have your CX teams working from home. Your IT department has ensured secure connections. What about your efforts to ensure your customer experience standards are being met with each interaction? Join Verint and Everise to learn how to maintain customer experience with your remote workforce. Join us to discuss how to Act fast with your manpower and IT infrastructure; Balance CX and operational efficiency; Ensure your brand and culture are well-represented; Build a strong digital infrastructure for remote operations and performance management; and Augment your home-based support teams with AI.

Vera Bradley has been using Verint to optimize customer experiences across channels for years. When the COVID-19 crisis hit, it was uniquely positioned to respond to drastic changes in the retail landscape. Learn how this customer-obsessed retailer is using VOC insights to make tactical in-the-moment improvements to the customer experience and inform strategic business decisions.

The digital team at Virginia Lottery, including our guest host Daniel Catley, relaunched their website—and navigated the resulting customer feedback—by combining CX and UX to understand customer behaviors, needs, and expectations, and focus their efforts on improvements that would have the biggest impact. Their story will highlight strategies to tune in to customer needs and expectations during a digital shift – best practices that can be applied at any time, but especially now as brands navigate changes in audience and traffic during the COVID-19 pandemic. They include: Updating your digital platforms in unique situations, and the impact that can have on long-term, loyal audiences; Working through usability exercises to respond to new digital customers who interact with your site; and Understanding and communicating the value of continuous CX measurement—especially when experiencing fluctuations—so you know what’s normal versus anomaly.

As people conduct more of their lives online in the face of COVID-19, digital channels alone are not supporting what consumers are attempting to do on their own. Frustrated by obstacles when trying to accomplish tasks online, consumers are calling the contact center for help. Digital and contact center volume are both at record high usage rates. And customer feedback about experiences with your brand is surging showing a collective desire to be heard. CX professionals must act now to capture, consolidate, and analyze feedback across channels which will help guide both tactical improvements and strategic decisions. The risks of not connecting your CX initiatives across silos are too high: poor customer experiences, increased cost, and lost revenue.

Learn how Verint Community helps organizations launch secure, engaging employee and customer communities to communicate and coordinate resources and provide effective self-help in the midst of the shifting landscape stemming from the global pandemic.

Join this informative session to learn about implementing an automation vision for the enterprise. Rik Flor, Director of Emerging Technologies at AbbVie, a global biopharmaceutical company, will share how his team is working to create a unified, enterprise-wide system while addressing near- and long-term challenges, including the impact of COVID-19, with the Verint platform.

Empowering customer support agents with conversational AI technology provides needed information more quickly, aids customer experiences and helps create lasting business impact. Featured guest Ian Jacobs, Principal Analyst of Forrester Research and Tracy Malingo, SVP of Product Strategy at Verint Intelligent Self-Service discuss how to leverage conversational AI for employee assistance and customer self-service; examine the changing coronavirus-related landscape; and recommend key metrics.

Contact centers have deployed numerous solutions to enhance agent productivity but in today’s environment leveraging intelligent automation to support the need for rapid multi-skill enablement and new agent onboarding is critical. Verint has long been a trusted leader in optimizing the workforce and in this discussion we will explore the key role that Knowledge Management and IVA’s can play in supporting your business now and into the future.

A modern self-service strategy incorporates a number of solutions including IVA’s, Voice Self Service, Communities and Knowledge Management, all focused to drive efficiencies and improve customer experiences. We will introduce you to Verint’s best of breed portfolio that allows modularity without having to settle on capabilities or business value.

Microsoft: The world was already is embracing online collaboration and the COVID-19 pandemic has accelerated this move out of all expectations. Microsoft Teams is in the vanguard of this transition, but for regulated businesses with traditional recording solutions there’s a “compliance gap” to be closed before they can exploit all the communication modes – voice, video, screen share etc – on offer. Verint’s Phil Fry and experts from Microsoft will discuss and show you how Verint and Microsoft are working together to enable the capture of regulated meetings and other interactions across all of these channels, ensuring that compliance is not a casualty of the business issues we currently face.

ConvergeOne: You probably have an on-premises solution now and are being encouraged to consider the cloud, or… the current health situation has almost demanded the move. Currently over 67% of us are working remotely (includes contact centers), and we’re seeing employee attrition…all at the same time of increased call volume. Couple this with having to manage customers from afar. It’s like a perfect storm. As a cloud provider for Verint we have many use cases on what to and not to do.

Five9: It has become imperative for businesses to not only enable, but to embrace @home workers if they are to continue to thrive in what is most likely to become the “new world order” that COVID-19 has bestowed upon us. This means not only ensuring work from home agent connectivity and seamless business continuity, but ensuring that front line employees have the tools available to them to continue to deliver upon high standards of service regardless of location. Please join Five9 in discussing the complete CCaaS solution that fully enables @home agents while using Verint to ensure employees stay engaged while continuing delivery upon your branded customer experience.

TTEC: Consumers have adjusted relatively quickly and easily to the new reality of digitally interacting with brands. In only a few months, the depth and breadth of this new digital-only life has completely changed how companies and their customers interact, and yet most companies are not prepared for this new reality. It is now paramount to understand and acknowledge this change in order to thrive in this new reality. Join us for a session featuring digital experts Ryan Swanger and Stu Goldstein where we discuss the after-effects of this overnight digital transformation. Learn more about TTEC + Verint’s five-year partnership and how we are uniquely prepared to help stay ahead of what’s to come. With cloud solutions that can be matched to any customer, and the only Verint FedRamp cloud solution already in place, TTEC is well prepared to take this journey with you. Come learn how to keep evolving as customer and employee demands change.

Amazon Web Services: The current crisis has highlighted the need to move to Cloud to respond to flexing business needs. Having your existing Verint suite migrated to the cloud gives you access to all the same functionality you have become used to expecting with your on-prem deployment. Come and learn how Verint’s Cloud Migration Program has been designed to allow you to be able to respond to the extraordinary challenges that businesses are facing today. Presenting with us will be AWS, on which Verint’s cloud runs, who have partnered with us to help ensure that migrations happen safely, quickly and with the minimum of effort using the latest migration tools.

Avaya: As worldwide concern over COVID-19 (coronavirus) continues to grow, Avaya continues to put our experience to work in finding ways to help. Attend this session to see how Avaya and Verint can help you streamline interactions and maximize both customer and employee engagement even in the most demanding circumstances.

Cisco: COVID-19 has driven a defining moment in how we conduct business today and how we will do so in future. While the crisis has been a catalyst, propelling the need to move to the cloud, Verint and Cisco have long been ready to adapt to a work from home environment. Join us to learn more about how you can take advantage of this powerful partnership to put you in a position to continue operating, leaving you free to attend to more urgent matters.