Verint Systems Blog

Register now to attend Driving Innovation™ 2012, the Verint^® Systems global user conference, June 18 - 21, 2012.  We’ll be heading to the Sheraton New Orleans, located in the heart of New Orleans, Louisiana for an action-packed event featuring:

• More than 60 interactive breakout sessions to help you get the most from your solutions from Verint, GMT™, and Vovici™, a Verint Company; including case studies, product updates, tips and tricks, and more.
• Informative sessions presented by industry experts and Impact 360^® “power users.”
• A new Technical Track with sessions that examine our latest software releases and take a deeper dive into evolving industry technology and standards.
• Breakfast roundtables, Verint Community LIVE sessions, and special activities to help you network and exchange ideas with other attendees.
• Pre-conference training sessions focused on extending your knowledge of Impact 360. You can reap the benefits of solution training and conference attendance, all from a single trip.
• Demos and “test drives” of solutions from Verint and our partners in the popular Technology Showcase.
• The opportunity to meet face-to-face with our technical experts in one-hour, one-on-one “Ask the Expert” meetings.

Driving Innovation 2012
June 18 - 20, 2012
Sheraton New Orleans
New Orleans, Louisiana

Zhejiang Mobile, one of the largest mobile communications network operators in China, is using its Impact 360^® Speech Analytics™ solution to gain a deeper understanding of why customers call its contact center. The software is enabling the company to enhance performance, reduce handle times, and more effectively target its marketing programs. Read the press release.

By Paul Stockford, Saddletree Research

December 15, 2011

I recently submitted the draft of my column for the January 2012 issue of Contact Center Pipeline magazine. In the column I listed the top five trends that I believe will impact the industry in 2012. Topping the list was Voice of the Customer (VoC) Analytics.

It seems my forecast has been validated by yesterday’s announcement from Verint covering enhancements to its VoC solutions suite. Beyond just offering a highly efficient enterprise feedback management (EFM) solution that came as part of the Vovici acquisition in July of this year, Verint has integrated the Vovici EFM solution with its Impact 360^® Text Analytics^TM solution so users can now mine survey results for customer data in the same way they mine postings on social media sites for customer data.

While surveys are typically easier to analyze due to the closed-ended questions that limit response options for survey participants, many surveys offer space for respondents to provide additional, unstructured comments. Customer service intelligence is often overlooked or missed in these comments unless they are manually reviewed and evaluated. This step is often postponed or skipped entirely due to time and cost concerns. As a consequence, valuable customer data goes unused.

Applying text analytics to the unstructured text in a completed survey means that the voice of the customer is heard regardless of where or how that voice is found in the survey process. The need for manual processing has been removed, significantly increasing the probability of valuable data being evaluated rather than overlooked.

Beyond the ability to evaluate unstructured data in survey results, Verint has added the ability to embed Vovici EFM charts into Verint performance management scorecards. Survey data now joins speech analytics, text analytics and performance analytics in scorecards that provide an industry-leading, comprehensive set of customer-centric performance metrics for both strategic and tactical contact center executives.

I recall speaking in a “Voice of the Customer” webinar about five years ago, so the idea of recognizing the value of the VoC isn’t a new one but the tools to actually accomplish VoC objectives are only now becoming available. Verint is clearly on the leading edge of the VoC movement in the contact center, once again demonstrating the ability to bring a concept to reality and create solutions designed to meet the needs of what I foresee as a dynamically evolving industry in the year ahead.

Verint Video Solutions was a 2011 Winner of “Best Intelligent Video Surveillance Solution” for its Nextiva Physical Security Information Management System (PSIM). According to Bill Eckerd, the PSIM technology allows users to integrate subsystems with a four-phase incident management system which includes personnel training plus planning, monitoring and debriefing. Major markets include state and local government, petro chemicals, critical infrastructure protection and airports. One of PSIM’s chief benefits, Eckerd says, is its ability to integrate access control, CCTV and intelligent analytics, allowing the monitoring of behaviors and a heightened situational awareness. Users are provided the ability to understand events occurring in real-time and, through actual intelligence, can implement responses that are predetermined, allowing them, for example, to know who needs to be evacuated and where they need to go. Describing additional features and benefits of its 4-step program, Eckerd says PSIM fills the market’s need for interfaces that can combine and integrate disparate systems, enabling professionals to do their job in an easier and more efficient manner.

Watch interview from GSN Awards Dinner 2011: http://ow.ly/80yUB

Verint^® Systems has announced enhancements to its Voice of the Customer (VoC) Analytics portfolio, furthering the momentum around its mid-year business combination with Vovici^TM, a leading provider of VoC and enterprise feedback management (EFM) solutions.

Advancements in the latest release of the Vovici Enterprise Feedback Management solution include integrations to Verint’s Impact 360^® Text Analytics™, which analyzes customer interactions and feedback from a variety of internal and external sources such as blogs, chat, email, social media channels, surveys and more. Users can now automate and schedule the transfer of survey results, removing the need for manual processing. They can also embed Vovici EFM charts into Verint performance management scorecards, create password-protected report links to share with non-Vovici users, and—at their discretion—enable viewers to filter data within the reports. Read more in the press release.

G.D. Goenka Public School in Vasant Kunj, India deployed the Nextiva IP video solution across its campuses to help enhance the safety and security of students, faculty and assets.

G.D. Goenka Public School is part of the G.D. Goenka Group, a leading educational institution with over 17 years of excellence in the field of education, and operates campuses in Delhi and throughout India. To help meet stringent security requirements for its educational campuses, the G.D. Goenka Group selected Kochhar Security Solutions to design the architecture of the video surveillance system, source the technology, provide systems integration and implementation services, and deliver post-implementation service and support. As part of the process, Verint’s Nextiva IP video platform was selected as the standard.

Read press release: http://ow.ly/7YxBq

Verint customer Peter Cooper Village-Stuyvesant Town in Manhattan talks about how they use Verint’s cutting-edge technology to helps protect it’s residents, visitors and facilities.

The property owner embarked on a renovation project to construct new walkways, lobbies, elevators and playgrounds. As part of this modernization initiative, the organization sought a highly-scalable, reliable and open-architecture video surveillance solution to advance the safety and security of its vast complex grounds. Read how Verint was selected to provide security to this “city within a city”. Customer success story: http://ow.ly/7YxfH

Verint Video Intelligence Solutions moves up from 2010 and ranks #13 on 2011 Top Security report. Read more: 50 http://ow.ly/7YwTX

Frost & Sullivan, a global growth consulting company, has recognized Verint^® Systems with two global innovation awards—the 2011 “Asia Pacific Call Monitoring Systems Vendor of the Year” and the “Latin America Customer Value Enhancement Award in the Contact Center Applications Market.” Both honors reinforce Verint’s commitment to the customer experience, innovation in enterprise workforce optimization (WFO) software, and support among regional channel partners and resellers. Read the press release.

Join Sean Mahoney of Vovici^TM, a Verint Company, from 1 – 2 p.m. ET on Thursday, December 8 as he presents a complimentary webinar on 7 Steps to Highly Successful Surveys. Get insight into planning, key considerations, and critical steps for creating engaging surveys, including:

·         Surveying the right number of people and helping ensure effective sample sizes.

·         Crafting survey invitations to drive participation and high response rates.

·         Sequencing questions to help customers feel engaged and respected.

·         Closing the feedback loop by acting on Voice of the Customer insights to improve customer experiences and enterprise performance.

Start putting surveys and the voice of your customers to work for you! Click here to register for this informative event! All attendees will receive a complimentary white paper, 7 Steps to Highly Successful Surveys, with tips you can apply to your next survey project.