Combined Solutions Help Organizations Manage Compliance and Enhance Customer Experiences
MELVILLE, N.Y. and HACKENSACK, N.J., August 26, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) and Vidyo, Inc., a leading provider of affordable cloud-based visual communication technology, today announced their collaboration to bring video to today’s customer engagement centers. The combined offerings allow businesses to bring greater insight into customer interactions by integrating video calls using the VidyoWorks™platform with Verint’s engagement management and voice recording solutions—both part of the company’s broader customer engagement optimization portfolio.
Together with the VidyoWorks platform, Verint Engagement Management™ helps enable video interactions between customers and service employees. The Verint solution is designed to deliver consistent, complete and contextual service capabilities for true omnichannel customer engagement. The VidyoWorks platform is a software-based video collaboration solution that provides consistent HD quality video communication across consumer devices over the Internet and 3G/4G/LTE mobile networks. Verint’s engagement management solution combines the benefits of knowledge-based interaction support and enhanced [...]
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 [...]
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
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
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 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
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
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 [...]
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 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 [...]