The Omnichannel Evolution: Driving Customer Experience Optimization

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Aug 21, 2014 12:41:26 PM

Every once in a while something comes along in the contact center industry that makes you scratch your head and wonder why it took so long. Speech analytics comes to mind as a good example of this phenomenon. With tens of thousands of recorded customer conversations sitting in storage, why did it take so long for someone to realize that these recorded conversations weren’t just good for measuring agent performance – they also held a wealth of customer information and business intelligence? Speech analytics addresses this opportunity.

The second example of this phenomenon that comes to mind is omnichannel. Omnichannel refers to the technology and management strategy that is bringing together in a unified manner the multiple channels of customer communications that are typically deployed in the contact center. According to the 2013 year-end survey of end-users conducted by Saddletree Research in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, most contact centers in the U.S. employ a variety of communications channels to serve customers, as illustrated in the chart below.


Topics: Speech Analytics, Contact Centers, Customer Satisfaction, Customer Experience, Analytics, customer engagement optimization

Customer Engagement Versus Experience

Posted by Dave Capuano - VP, Global Digital Marketing

Aug 20, 2014 9:54:00 AM


We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like this: Customers are constantly on the go and are endlessly connected to companies and the brands they interact with. The global economy we live in has created unique customer choices, preferences, and buying decisions that are no longer restricted by geographic boundaries.

Industry analyst firm Forrester Research describes it this way—we are in the “Age of the Customer.” Expectations have evolved, and the customer is in charge. Yes, that’s the message—the one that has been framed all around customer experience.

Actually, there is another story. It’s the one about customer engagement vs. customer experience.


Topics: Customer Experience, Analytics, customer engagement optimization

Big Data and Video Surveillance: A Perfect Match

Posted by Courtney Mamuscia

Aug 18, 2014 3:45:20 PM


We live in a time of unprecedented amounts of data—more accessible and varied than ever before. In their book “Big Data: A Revolution That Will Transform How We Live, Work and Think,” authors Viktor Mayer-Schönberger and Kenneth Cukier estimate that the amount of information stored worldwide grows four times faster than the world economy. Clearly, big data is here to stay.

So, what is big data? In the business world, it represents both a challenge and an opportunity. To stay ahead, organizations must look to analytics technology.


Topics: Surveillance Analytics, Video Management Software, IP Cameras, Security Solutions, Video and Situational Intelligence, Big Data, video analytics, Situation Management

Employee Feedback Lays Groundwork for Business Improvement

Posted by Susanne Pitts

Aug 15, 2014 2:02:28 PM


Some organizations truly understand the importance of employee engagement and demonstrate it with their actions. One of those is Verint customer CenturyLink, who recently spoke with 1to1 Media about how they are using Verint Speech Analytics as an element of the employee piece of their customer experience program.

Through this program they have tapped into the sentiments of their employees. They have begun to enhance employee collaboration and establish the groundwork for long-term internal improvement.


Topics: Voice of the Customer, Speech Analytics, Voice of the Customer Analytics, Customer Experience, Survey Research, employee engagement

Tech Tip: Integrating Customer Feedback with Quality Monitoring

Posted by John Wilhite - Application Learning Consultant

Aug 13, 2014 10:20:46 AM

Are you using Verint Quality Monitoring (QM) as part of your Verint Workforce Optimization solution? If you’re running version 11.1 or higher, did you know that a post-call IVR survey is tied to a recorded call within QM? From your Workforce Optimization home screen, go to the Customer Feedback module. Navigate to Survey Results, and from the Responses reports, select Feedback Sessions. Define your parameters—when the report is displayed, you will see a QM link that you can click to open the recorded contact within QM.

The recorded contact will be displayed in the QM Playback Workspace window, where you can listen to the audio, view the screens and fill out an evaluation.


Topics: Quality Monitoring, Customer Feedback Surveys, Workforce Optimization

Connect 2014: Ideas for Transforming Customer Engagement with KANA and Verint

Posted by Greg Sherry - Vice President of Marketing

Aug 12, 2014 2:38:00 PM


Verint customers: Did you know that the KANA, a Verint Company Customer Conference is taking place in San Francisco, California, September 21 - 24? Don't miss your chance to attend this interactive conference to learn more about how the combination of Verint and KANA is transforming the way organizations engage with their customers. Visit the conference Website for more information. What are some of the reasons you should attend the conference? 
  • See how to transform your customer engagement with the new KANA and Verint combination both in workshops and in the Solution Showcase.
  • Hear directly from joint KANA and Verint customer, Salmat, on the value they and their customers are seeing from the powerful combination.
  • Get inspired by industry visionaries at Forrester Research, Constellation Research and thinkJar about the future of customer engagement.
  • Build community with your peers during three evening events and dedicated networking time throughout the conference.


Topics: Voice of the Customer, Voice of the Customer Analytics, Customer Satisfaction, Customer Service, customer engagement optimization

Are You Managing Your Schedules—Or Optimizing Them?

Posted by BIll Durr

Aug 11, 2014 4:09:41 PM


A colleague of mine has a pet peeve: customers who purchased a workforce management (WFM) solution years ago and have gradually stopped using it for schedule optimization. In his view, lots of companies today use WFM for schedule management, and not enough use it for schedule optimization. This is rather like using a sports car to pull a plow.

You may be guilty of seriously underutilizing your WFM application if:
  • Everybody has fixed hours.
  • Everybody works 5 x 8 (5 days, 8 hours).
  • Schedules are copied forward from week to week for almost every week of the year.
  • The scheduler is not incented in any way to minimize labor costs.


Topics: Contact Centers, Workforce Management, operational visibility,

Two Verint Experts Named Contact Center Thought Leaders on Twitter

Posted by Susanne Pitts

Aug 8, 2014 1:48:19 PM


Verint is proud to announce that this week Greg Sherry, Vice President, Marketing, and Nancy Porte, Vice President, Global Customer Experience, were named as contact center thought leaders on Twitter in the International Customer Management Institute's (ICMI) "Top 50 Contact Center Thought Leaders on Twitter" list.


At #12 and #15, respectively, both Greg and Nancy are well-respected experts in offering memorable customer experiences to help increase loyalty and create long-term customers. Follow Greg on Twitter at @GregSherry and Nancy at @nporte, and check out Greg's blogs and Nancy's blogs for ideas and tips on how to engage your customers so that you create long-term fans of your organization.


Topics: Voice of the Customer, Voice of the Customer Analytics, Customer Satisfaction, Customer Service, Customer Experience, customer engagement optimization

Keeping Citizens Safe Is a Full-time Job

Posted by Courtney Mamuscia

Aug 7, 2014 12:11:56 PM


Homeland security initiatives are on the rise, thanks in large part to a growing concern over terrorist activity, according to a new report by Transparency Market Research.

The global homeland security market was valued at more than $245 billion in 2013, according to the report. With a steady growth rate of 5.6 percent, the industry will reach $364 billion by 2020.

The report found that rapid growth of homeland security initiatives is spurred on by the growing number of terrorist threats worldwide, as well as the rising number of incidents of cross-border insurgency, cyber-attacks, drug smuggling and human trafficking.


Topics: Public Safety, Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Risk Management, Video and Situational Intelligence, Situation Management

Are Your Customers Engaged?

Posted by Dave Capuano - VP, Global Digital Marketing

Aug 6, 2014 2:50:35 PM


With the recent acquisition of KANA Software, we’ve been talking quite a bit here at Verint about what it means to optimize customer engagement. Customer engagement is different than customer experience and shouldn’t be confused. There are many debates about managing an experience vs. engagement—my favorite definition comes from Paul Greenberg as he describes it here:

Paul defines customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer.” As a combined organization, Verint is focused on delivering solutions that help organizations transform customer engagements across three key areas: enriching the customer interactions themselves, optimizing the workforce and educating employees to be better positioned to engage with customers, and improving the processes that encompass so many parts of engagement itself.


Topics: Voice of the Customer, Voice of the Customer Analytics, Customer Experience, customer engagement optimization

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