Verint Systems Blog

Global Organizations Continue to Receive Tangible Return on Investment from Analytics Solutions

SpeechTEK 2010
New York Marriott Marquis, New York City
Booth #617

Verint^® Systems Inc. (NASDAQ: VRNT) today announced that it has advanced its market standing in analyst firm Ovum’s Decision Matrix: Selecting a Speech Analytics Vendor research, published in July 2010.  Recipient of the firm’s highest-issued valuation-a “shortlist” rating-Verint^® Witness Actionable Solutions^® led in the areas of market impact and technical assessment with high scores in end-user sentiment.  Coupled with its strong position in the firm’s report, the company also has been named a “2010 Market Leader” award winner by Speech Technology magazine.    continue reading…

By: Brynn Palmer – Customer Experience Doctor

The promise of Workforce Optimization to improve enterprise performance and lower operating costs makes it the new darling of the contact center world.  And why not?

The ability to collect and act on enterprise data validates the contact center’s role as a strategic business unit.  For those of us who have lived the contact center life of being considered “a cost center”, this is a victory long in the making.

While I celebrate the opportunity Workforce Optimization holds for the transformation of the contact center, the greatest victory is reserved for the customer.  

According to a recent American Express Global Customer Service Barometer, nine in ten Americans (91%) consider the level of customer service important when deciding to do business with a company.  But only one-quarter (24%) believe companies value their business.  In essence, the majority of customers have no faith in a company’s interest in a long term relationship; although 86% indicated they would “stick around” after a bad experience if their prior experiences had been positive. Nine %, the study shows, will even spend more with companies that provide excellent service. continue reading…

Workforce Optimization, Quality Monitoring, Speech Analytics, Coaching and PCI Serve as Popular Themes at Upcoming Industry Events

Industry experts from Verint^® Witness Actionable Solutions^® will present on the value and benefits associated with workforce optimization, quality monitoring, speech analytics and coaching software during upcoming events.  The sessions will impart tips and best practices for maximizing the value of each solution, while placing an emphasis on how they help improve enterprise performance and customer loyalty.  Additional sessions will explore ways to balance customer security with industry regulations related to the Payment Card Industry Data Security Standard (PCI DSS).

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