The Verint Virtual Conference
In unprecedented times, how do you keep your business strong? Start here, with our free, two-day virtual event. You can network, learn, and plug into a community of peers navigating similar challenges. Share how you’re handling the current situation and get ideas for strengthening customer engagement.
You look forward to our sessions each year—we still have them! We’ll address ways to improve workforce visibility, compliance, and productivity to meet the distinct, urgent needs of the current environment.
Industry best practices, tips and innovations—we’ve still got those too! You’ll find ways to get inspired, stay engaged, and do great things despite today’s demands.
Industry Thought Leaders and Experts
Join from Anywhere…Any Device…Any Time
While it will be different this year, you’ll enjoy the exclusive community that Verint customers and partners have come to know and love from our in-person summits. We’ll have a general session, educational tracks, customer zone, exhibit hall, and a forum for getting advice from Verint experts. And did we mention networking with your peers?
Register today and gain insights today.
Bring the Whole Team
Working from home: What’s working and what isn’t? What are other organizations doing to maximize the Verint solutions they already have? This is your opportunity to explore those ideas and more.
Insights await. Whether you’re addressing COVID-19 challenges or looking ahead, there’s something new to discover. If you’re in your company’s contact center, customer experience, back-office, self-service, and/or compliance area, then this virtual event is for you!
Register today and gain insights today.
Brands You Love at the Verint Virtual Conference
Reach out to Verint Experts
Don’t miss this opportunity to connect with your peers in this extraordinary time—sharing ideas has never been more important! We are excited to have you join us. Some experiences may seem familiar, and some will be new. But all of them are an opportunity to gain fresh insights from people who are finding creative ways to succeed in unprecedented times.
Register and get insights today.
Get insight into workforce engagement (WFE), experience
management, and self-service in these informative sessions.
Contact Center WFE
Back-Office WFE
Experience Cloud
Self-Service Cloud
Partners
Session
Description
AI and KM – From Knowledge Management to Knowledge Automation
With artificial intelligence injecting new life into knowledge management, it is suddenly more relevant and necessary than ever. Today’s KM is a game changer both for driving efficiencies across an enterprise and providing a personalized customer experience. Find out how to take the first steps toward an AI-driven customer engagement strategy, using Verint’s Cloud Knowledge Management as its foundation. Hear how Verint can assist in building out a practical road map to harnessing the power of AI.
Automated Quality: Building a Compliance Culture
The pandemic has changed how we work and where we work, but it hasn’t changed the regulations we adhere to. In this session we’ll explore how you can use process automation to review 100% of calls for compliance reasons, to identify individual agents who fail to meet compliance targets and to create coaching sessions to close those gaps.
Cloud at your own pace? Learn how Verint can help you modernize with ease
In these unprecedented times, modernizing your Verint Solutions in the cloud is more important than ever before. Transitioning to the cloud does not have to be complicated. Verint is ready to help you with your journey, by providing flexibility to move at your own pace. Come learn how Verint can help you accelerate your transformation with all of the innovation and none of the hassle.
DPA is not just for Pause and Resume: Improve Productivity, Capacity and Insights with DPA
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.
Enabling Customer Experience Excellence While Working from Home
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.
Engagement Management: Designed for Agility
In this session we’ll explore scenarios where Verint customers have used Verint Engagement Management channel products to overcome pandemic-related challenges they faced in staying connected to their customers.
Everything You Want to Ask About Managing a Contact Center Through This Pandemic
Featured guest Donna Fluss, President of DMG Consulting LLC and Ryan Hollenbeck, Verint Global SVP of Marketing draw upon 35 years of market experience to address challenges confronting contact center leaders as they navigate to what is best for their employees, customers and enterprise during the COVID-19 crisis. Technology for the at-home workforce and employee engagement are discussed.
Focusing on Your Customers during Crisis
With COVID-19 creating a surge of calls into their collections department regarding payments affected by changed job situations, Navy Federal Credit Union was able to leverage speech analytics to understand the scenarios affecting their members to better anticipate call volumes and expected payments. Hear their story and gain insights on how to use Speech Analytics to react to this unprecedented situation.
From Optional Solutions to Imperatives: The Post-Pandemic Contact Center
In the wake of the COVID-19 pandemic the contact center will be forever changed, as will the definitions of customer experience and employee engagement. Post-pandemic modeling suggests automation will be one of the fastest growing market segments over the next five years. Likewise for at-home agents, employee engagement, and cloud migration. Join analyst Paul Stockford, founder of Saddletree Research, for this timely trends outlook.
Fulfilling Customer Needs & Creating Greener Gardens with MTD Products
Join the Quality & WFM specialist at MTD Products, an American manufacturer of outdoor power equipment, for insightful best practices in transitioning to a remote workforce because of the recent pandemic. Get tips on managing staffing levels in a remote contact center to meet demand and seasonality, while providing a better work-life balance for employees and meeting customer expectations. Learn about this and more in this highly informative session.
How Knowledge Management Plays the Leading Role in a Digital Strategy
In this session, Stephen Green, the head of digital strategy at Equiniti, a leading outsourcer of financial and administration services, describes the crucial role that knowledge management plays across the business during normal operations, and as the current crisis moves workers to home and drives an increased need for digital service.
How to Tell the Technicolored Story of Your Speech Data
Speech insights can help you better navigate the COVID-19 pandemic and prepare for the upcoming recovery. This session will focus on ways that indisputably engage your audience and promote action and change, which is essential to maximize your ROI. Learn how to make mindful decisions about what speech data to report on, with a focus on data streams screaming for a champion, to heighten organizational visibility and impact.
If Your Destination is Trust and Success, Think Change Management
Join this session to hear how Garmin, a worldwide leader in GPS navigation and wearable technology, effectively employs change management to drive high adoption and effective use of its knowledge management system. Hear how Garmin’s change management practices have helped it quickly develop the communication and adaptability necessary to seamlessly handle the move to work-from home, and the influx of new customer requests, as retail stores closed due to COVID-19.
Mastercard’s Path to Customer Engagement Success
Mastercard® is known globally as the company that helps its customers succeed by bringing humanity, ingenuity and simplicity to banking. This webinar takes an inside look at the company’s commitment to increased customer and employee satisfaction and explores how partnering with Verint helped Mastercard achieve business practice and technology excellence.
New Speech Analytics Value-Added Services To Help You Prepare For Recovery
Consumer behavior continues to change rapidly. Following the successful COVID-19 speech analytics initiative that offered customers updated categories and tuning, Verint is introducing a set of new value-added low-cost services including a new Verint Connect zone with many more out-of-the-box categories and reports to help companies adapt to the changing environment and prepare for the expected recovery. Join us as we share customer examples and demonstrate new offerings, including an easy path for v11 customers to benefit from the latest speech analytics innovations.
Self-serve, Simplify or Sell: Optimizing in Times of Uncertainty
A multinational financial services provider shares how it supercharged its use of speech analytics due to the recent crisis, with daily insight reports climbing to 200+ subscribers, to provide clarity around customer intent, journey, and treatment. This CEO-endorsed initiative affects three key areas: self-service transformation, simplifying products/processes, and increasing revenue. Learn how the rich, unbiased speech data helps guide the business on what initiatives to roll out in preparation for recovery.
The Future of Knowledge Management
Knowledge Management’s importance has become even more clear during the rapidly changing pandemic. Featured guest Kate Leggett, Vice President and Principal Analyst at Forrester Research and Heather Richards, Vice President of Product Strategy at Verint will discuss the connection between KM and AI, contextual knowledge, and how to future-proof your KM solution.
Thinking Outside the Cubicle: A Work from Home Success Story with U-Haul
“Social distancing” is the name of the game for live interactions right now, but “virtual distancing” is the last thing you want when contact center and back office staff work from home. Discover best practices from Joel White, Forecasting Manager at U-Haul International on moving employees to home offices with more than 2,500 agents handling 25 million calls annually. Find out how this progressive Verint customer has successfully enabled a large portion of its contact center agents to work at home with outstanding results, including greater agent flexibility, better forecasting and scheduling, and improved responsiveness to spikes in call volume.
Verint Monet WFE Cloud
Contact centers and help desks in the SMB space can successfully adapt to our current crisis using Verint Monet solutions. Join us to hear tips and tricks, and learn about our new Verint Monet QM offering.
WFM for WFH and Recovery: Staying Flexible with Workforce Management
The unprecedented, sudden shift to working from home and the impact on the workforce from uncertainty of the recovery phase has required flexibility and creativity as teams had to navigate the unknown. Join us as we recap how your peers managed “the move,” how they’re navigating today’s new work reality, and how they’re planning to address the challenges they anticipate with the end of social distancing.
Session
Description
DPA is not just for Pause and Resume: Improve Productivity, Capacity and Insights with DPA
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.
From -11 NPS to +79 NPS: Getting It Done with Work Manager!
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.
Operations Visualizer: Creating & Sustaining Back Office Operational Excellence
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.
Operations Visualizer Helps Humana Healthcare Services Respond to COVID-19 Challenges
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.
Session
Description
A Framework for CX Success in Turbulent Times
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.
Carving Your Path To Success In A Chaotic Workplace
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.
CX Transformation Takes A (Cross-Functional) Village
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.
Enabling Customer Experience Excellence While Working from Home
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.
How One Beloved Retail Brand Is Adapting to COVID-19
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.
How Virginia Lottery Evolved its Digital Offerings Using CX and UX
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.
Optimize Your CX for the New Now (and the Recovery)
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.
Session
Description
Communities, Rapid Response with Rapid Results
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.
Developing and Delivering Self-Service Strategies across the Enterprise
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.
Inside-Out: Using Conversational AI to Improve Agent and Customer Experiences
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.
Verint Self-Service Cloud for Agents: Leveraging Knowledge Automation and IVAs
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.
Verint Self-Service Cloud: A customer-first approach to solving the enterprise self-service puzzle
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.
Session
Description
Closing the Collaboration Compliance Gap
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.
Cloud – Why Now?
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.
Enabling A Successful @ Home Workforce – Engaging Remote Employees
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.
How to Transform “Digital-First” into “Digital-Only” for the Post-Pandemic Buyer
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.
Migrating to Cloud: How to ensure you can respond at scale, at speed, wherever your agents are located
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.
Powering experiences that matter, when its needed most
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.
Preparing your Business for a Crisis: Cisco and Verint are Primed to Assist
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.
What To Expect from the Verint Virtual Conference
- General Session: Hear best practices from Verint leadership to navigate the crisis and boldly step forward in this time of adapting to the new norm.
- Educational Tracks: Gain insights from exciting speakers, relevant content, and savvy strategies to elevate the customer experience and improve operational efficiency.
- Customer Zone: Connect with other attendees through fun activities and learn more about the Elevate Advocacy program.
- Exhibit Hall: Check out the virtual expo hall featuring cool ideas for simplifying, modernizing, and automating customer engagement.
- Networking: Enjoy the exclusive community that Verint customers and partners have come to know and love from our in-person summits.