News2018-08-23T13:44:25+00:00

Verint Extends Customer Engagement Optimization Vision, Adding Innovative Community Software

Telligent, Acquired from Zimbra, Helps Organizations Enhance Support, Drive Digital Transformation and Ensure Brand Consistency

MELVILLE, N.Y., August 17, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has extended its customer engagement optimization portfolio with the addition of a market-leading, enterprise-class community solution. As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities.

Through its acquisition of Telligent®, a leader in software for customer support and digital marketing communities, Verint continues to advance its vision for customer engagement optimization. Customer communities serve as a natural extension to customer engagement optimization, and today, only Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization.

Communities as a Critical Part of Customer Engagement Optimization

With the combination, Verint and now Telligent (Zimbra Social) customers will be uniquely positioned to use the actionable intelligence that flows through their communities to help [...]

U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions

Organization to Add Workforce Management, eLearning and Performance Management to Help Drive Customer Engagement and Operational Efficiencies

MELVILLE, N.Y., April 30, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a U.S.-based state government agency will implement its workforce optimization softwareto help optimize citizen engagement. Already a customer of Verint’s quality management and recording solutions, the agency pursued new workforce management, eLearning and performance management capabilities to help advance operational efficiencies, gain greater visibility across its enterprise, and address advanced business requirements unrealized through its incumbent solution.

The state government agency is focused on serving citizens with respect, concern and professionalism, while also providing excellent and efficient service. Like many government agencies, it operates in a resource-constrained environment and is required to comply with a number of data security regulations. Using the Verint solution1 will help the organization achieve its goals and requirements through the advanced forecasting and scheduling of workload and staff in its contact centers, and by [...]

Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management

Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management

Enhancements Designed to Deliver Actionable Intelligence Through Engaging Digital Experiences

MELVILLE, N.Y., February 19, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) today announced enhancements to Verint Enterprise Feedback Management(EFM) that help drive smarter engagement across today’s digital enterprise. The solution—part of Verint’s broader Customer Engagement Optimization portfolio—focuses on connecting an organization and its employees with customers over a sustained period of time, continually advancing customer experiences by enriching interactions, improving processes and optimizing the workforce.

In the latest release, Verint Enterprise Feedback Management helps provide a stronger foundation for creating more engaging digital experiences. Key feature updates include a new survey engine, enhanced question presentation, an integrated and easier-to-use SMS survey deployment for mobile devices, and improved reporting, analysis and case management capabilities. These enhancements continue to further Verint’s approach of smarter engagement, which encompasses how organizations enable employees and serve customers to achieve desired [...]

U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics

U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics

Organization Drives High-Value Customer Experiences Using Speech Analytics

MELVILLE, N.Y., February 11, 2015 Verint® Systems Inc. (NASDAQ: VRNT) today announced that a leading financial services company has implemented Verint Speech Analytics in its contact center operations. As an existing user of Verint Call Recording, the organization sought a complementary and robust solution to help it collect, analyze and take action on vital voice of the customer insights.

Using Verint Speech Analytics across multiple divisions throughout the enterprise, the company is addressing customer feedback and complaints, measuring the effectiveness of new marketing campaigns and reducing its cost-to-serve through more effective self-service that enables the delivery of high-quality service at a lower cost. It selected Verint’s speech analytics solution in the first half of 2014 based on its ability to glean valuable insight and actionable intelligence from millions of customer calls.

An integral part of the company’s customer engagement optimization offering, Verint Speech [...]

Verint Announces Availability of Work Allocation Manager

Verint Announces Availability of Work Allocation Manager

New Solution Enables Smarter Engagement Across Back-Office and Blended Work Environments to Advance Productivity, Service Delivery and Customer Satisfaction

MELVILLE, N.Y., January 26, 2015Verint® Systems Inc. (NASDAQ: VRNT) today announced the addition of Verint Work Allocation Manager to its Customer Engagement Optimization portfolio. The offering leverages combined customer service capabilities from KANA®, along with workforce optimization functionality from Verint.

Verint Work Allocation Manager is an enterprise software solution designed to help back-office and blended (front- and back-office) work teams increase productivity and meet service level agreements (SLAs) by working smarter. The solution compiles and allocates work to employees from multiple production and customer service systems—for instance, in claims processing, loan production and other blended and back-office functional areas.

Focusing on the Right Work at the Right Time

In today’s organizations, errors and inefficiencies in back-office transactions can result in increased calls to a company’s contact center, repeat work for back-office [...]

Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance

Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance

Company Recognized by CEO World Awards, IBM, TSIA, CIO Review, TMC and PACE

MELVILLE, N.Y., January 20, 2015 Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has received multiple industry awards for its customer engagement optimization and fraud, risk and compliance solutions. These latest honors underscore the company’s commitment to excellence and focus on innovative technology designed to help customers deliver consistent, contextual and personalized sales and service experiences across channels, while also helping to ensure compliance and mitigate fraud and risk.

CEO World Awards

Verint was recognized as the “Business Expansion of the Year” winner by CEO World Awards in December 2014 for its acquisition of KANA® Software and its vision for customer engagement optimization. The annual CEO World Awards program recognizes the best in leadership, innovation, organizational performance, new products and services, chief executive case studies [...]

Large Telecommunications Company Benefits from Verint Customer Engagement Optimization Software

Large Telecommunications Company Benefits from Verint Customer Engagement Optimization Software

Telco Enhances Front- and Back-Office Service Quality, Builds Stronger Relationships and Heightens Loyalty

MELVILLE, N.Y., September 8, 2014 — Verint® Systems Inc.(NASDAQ: VRNT) today announced that a large North American telecommunications company is leveraging its customer engagement optimization solutions to gain greater visibility into the effectiveness of its blended customer-facing and back-office operations environments. The software, purchased last year, helps the organization better understand employee efficiency and effectiveness, identify process opportunities to maintain compliance and service-level standards, while also improving the customer experience and loyalty.

Today, the organization uses call recording and PCI (Payment Card Industry) encryption, quality monitoring, speech analytics and coaching across thousands of seats in its customer contact center. It also leverages Verint’s desktop and process analytics and quality monitoring for the back-office operations to help link its underlying processes to its mission of optimizing customer engagement.

Making a considerable investment in its back-office operations, the telecommunications [...]

For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center

NICE transforms customer service into a real-time engagement experience, providing today’s customers
the right service immediately and effortlessly

 

RA’ANANA, ISRAEL, July 30, 2014 – NICE Systems (NASDAQ: NICE) today announced the NICE Engage Platform, its next generation capture platform, which supports 100 percent real-time analytics at unrivaled scale, speed and cost efficiency. The platform allows customer-facing organizations to incorporate real time interaction data and analytics, at scale, into all of their service processes, transforming the contact center into a real-time engagement center.

The NICE Engage Platform makes interaction data available for every application simultaneously and instantly. Using patent pending technology, latency has been reduced 10-fold and recording capacity has increased to support 10 times more channels per server. The platform makes the use of real-time analytics practical by supporting up to tens of thousands of channels and delivering the relevant insights and guidance during the customer engagement.

The NICE Engage Platform further powers NICE’s broad portfolio of real-time applications, bringing [...]

ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!

ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!

ContactCenterWorld.com originally established in the UK back in 1999 as CallCenterWorld.com relocated its HQ to North America in 2001 and at that time became one of the first in the industry to change its branding to Contact Center in recognition of the multichannel status of the industry.

The brainchild of Raj Wadhwani, ContactCenterWorld.com has over 137,000 members worldwide in all industry sectors and levels of industry professionals. ContactCenterWorld.com started off as an information resource – an electronic magazine for the industry but over the years has grown to become a powerhouse and the global association for the industry with market leading solutions and services that help managers and executives running centers improve their business through best practices and networking.

ContactCenterWorld.com recently introduced networking amongst members and also offers live instant chat between connections a member may have. Like many industry standard social media sites, ContactCenterWorld.com [...]

Full Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced

“Create Your Own Experience” for highest quality model includes site tours, half-day workshops, full-day, best-in-business training and a chance to cheer on the San Diego Padres

COLORADO SPRINGS, CO - January 15, 2014 - The full program for the ICMI Conference, May 6-9, 2014 in San Diego, has been announced and it’s a game-changer.

In a move to make the most popular conference in the industry even more engaging, organizers have developed a “create your own experience” model.

For four days, attendees in San Diego will explore how to Revolutionize the Customer Experience – this year’s theme. From site tours to roundtable discussions, from world-class keynotes to the seventh-inning stretch, participants can pick and choose from events that suit their needs.

View the complete schedule and download the digital brochure at icmi.com/ccexpo.

Pre-Conference Workshops & Site Tours

All-access pass and premium pass holders have an intensive warm-up.

In a series of half-day workshops, experts such as Brad Cleveland and Lori Bucklund will be covering essential [...]