News2018-08-23T13:44:25-04:00

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 [...]

2014 ICMI RESEARCH RELEASED: Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center

The International Customer Management Institute (ICMI) finds that eighty-one percent (81%) report their organization recognizes correlations between the customer experience and loyalty.

COLORADO SPRINGS, CO — January 13, 2014 — The International Customer Management Institute (ICMI) has released its 2014 report,Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center, a composition guide to customer experience management.
Today, customer experience management (CXM) is no longer a luxury; rather CXM is a competitive necessity. In fact, customer experience programs can optimize an organization’s customer service, provide valuable competitive data, and give a brand the competitive edge to create a more loyal customer base.
It’s unfortunate, but customer experience management doesn’t just happen naturally. It needs to be consciously created, holistically supported by the organization; and tracked, measured and acted upon.

In response, ICMI decided to conduct a research survey in the third quarter of 2013. This new research, along with other current ICMI data, provides contact center professionals the [...]

2013 ICMI RESEARCH RELEASED: The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide

The International Customer Management Institute (ICMI) reveals that a commitment to agent engagement and training, investment in new technologies and the wise use of metrics are key to improving the multichannel experience.

COLORADO SPRINGS, CO — December 19, 2013 — The International Customer Management Institute (ICMI) has released its latest research report, The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide, which evaluates the role of contact center agents in a multichannel environment.

ICMI turned its attention to agents after analyzing data from Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide, published in July 2013. Those findings revealed that – irrespective of channel – a happy, well-trained agent was at the core of customer satisfaction.

In response, ICMI conducted a new survey: “The Agent’s Experience in the Multichannel World.” Results were collected and analyzed from 525 respondents, including senior executives, directors and managers. Analysts, contact supervisors and [...]

2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

Due to confusion over which metrics are important, the International Customer Management Institute (ICMI) finds that many contact centers are struggling with the challenge of data overload.

COLORADO SPRINGS, CO — December 19, 2013  — The International Customer Management Institute (ICMI) has released its 2013 report, A WOW Customer Journey: Actionable Data in Today’s Multichannel Contact Center, a guide to the more effective use of data and analytics in a multichannel environment.
The problem of big data has been building in contact centers for some time. While harvesting data has become extraordinarily easy, knowing which numbers to crunch or which metrics to track can be a far more challenging prospect.

The proliferation of messy unstructured data – emails, calls, chats, tweets, video, desktop usage, etc. – has further complicated matters. Without the right tools and guidance, contact center agents cannot handle the volume of [...]

QATC Announces Publication of QATC Survey Report

FOR IMMEDIATE RELEASE                     CONTACT:    Vicki Herrell

QATC Executive Director

888-488-0006

 

QATC Announces Publication of QATC Survey Report

NASHVILLE, TENNESSEE – October 29, 2013 – The Quality Assurance & Training Connection (QATC) is proud to announce the publication of the QATC Survey Report, Best Practices in Contact Center Hiring, Training, & Quality Assurance, which contains 80 pages of exciting information including interesting insight into the organization, structure, processes, problems, and solutions in the areas of hiring, training, and quality assurance. This report provides information that can assist organizations in understanding how their processes compare to others as well as new ideas for performance improvement based on what other organizations have implemented with success.

There are many industry reports on the state of technology in the contact center today. But the success of customer interactions often depends more on the people side of the contact center than the technology side. Therefore, it’s important to understand best practices at getting the right staff on board, [...]

Gregory Harris Named 2013 Quality Assurance Professional of the Year

NASHVILLE, TENNESSEE – September 10, 2013 – The Quality Assurance & Training Connection (QATC) has announced Gregory Harris of The Home Depot as winner of the 2013 Quality Assurance Professional of the Year Award, which recognizes a quality assurance professional who has shown outstanding leadership in the industry.

“We are so pleased to announce Gregory as the winner of this prestigious award,” said Vicki Herrell, QATC Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company.  We believe he is truly representative of the great quality assurance professionals around the world.”

Gregory has served as the Quality Assurance Manager for The Home Depot over the past year and a half.  The Home Depot has four contact center sites supporting its ecommerce activity with over 900 agents handling up to 6.5 million ecommerce-related voice interactions annually.  The Ecommerce Quality Assurance Department sought to gain important insight into its customer interactions in order to improve sales effectiveness, customer [...]

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