Call for Speakers: 2015 Verint Global Customer Conference

Posted by Robert Lamoureux

Jan 22, 2015 2:32:00 PM


Are you interested in presenting during a breakout session at the Verint Systems Global Customer Conference? This year’s conference will be held in Las Vegas on June 8 – 11, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions and best practices with other conference attendees.

There’s no bigger compliment to Verint than when our customers want to share their Verint success stories with others. Whether it’s your unique application and execution of Verint or KANA solutions, knowledge of industry trends and strategies, the results you’ve achieved, or your technical prowess, the conference agenda may have a place for you.


Topics: Driving Innovation, Customer Experience, customer engagement optimization

What Is Government Customer Experience?

Posted by David Moody

Jan 20, 2015 2:53:37 PM


Forrester recently published a report (access requires subscription) about U.S. government customer experience performance, which states that “Federal agencies are failing the administration’s mandate to offer customer experiences (CX) that match the best of the private sector.”1

In a previous blog, I talked about how the U.S. government put plans in place to change this, just as the U.K. government did a few years earlier.

But, this got me to thinking. When it comes to federal or local government—or other public sector agencies—just what makes up great customer experience? Is it the same as in the private sector?

In short, the answer is yes.


Topics: Contact Centers, Customer Service, Customer Experience, Loyalty, customer engagement optimization, Customer journeys, Government, Public sector

Intelligent Video Surveillance Booming Around the World

Posted by Colleen Gustitus

Jan 15, 2015 2:27:24 PM


Across the world, video surveillance is booming—and it’s getting smarter with each passing year.

The global intelligent video surveillance market is experiencing a significant period of growth as organizations more fully realize the benefits offered by video analytics, object recognition and other intelligent features. From banking and transportation to retail, homeland security and critical infrastructure, many organizations can greatly benefit from systems such as video analytics—and the proof is in the statistics.


Topics: Video Intelligence Solutions, Video Management Software, Physical Security Management, Network Video Recorders, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, video analytics

Tech Tip: Removing or Changing the Survey Tag Line in Enterprise Feedback Management

Posted by Hilda Blasius, Product Support Engineer

Jan 14, 2015 2:43:39 PM


Did you know that Verint Enterprise Feedback Management (Version 7.1 and higher) supports customized branding?

All you need to do is update the survey tag line that appears at the bottom of each page to insert a custom HTML for your brand—or simply remove it when necessary.

Within the survey Design tab, select the Formatting tab.

Navigate to the General section and update the Survey Tag Line from "Default" to "Custom." 


Topics: Enterprise Feedback Management, Survey Resources, Survey Analysis, Employee Satisfaction Surveys, Survey Research, survey software

2015: The Year of the Customer Survey

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Jan 12, 2015 12:31:22 PM


In the interest of full disclosure, let me make it clear up-front that I am a huge fan of surveys. Surveys are a big part of my work at Saddletree Research and are essential to the work I do with the National Association of Call Centers (NACC) at The University of Southern Mississippi. For example, at the end of each year we survey the NACC end-user membership to help determine the major trends and issues that will impact the U.S. contact center market during the following year.

For the past couple of years, speech analytics has dominated our list of the top five technology solutions that would be purchased by customer service professionals during the following year. This year’s preliminary results, however, suggest that there is a new driving force in the contact center industry.


Topics: Voice of the Customer, Speech Analytics, Contact Centers, Voice of the Customer Analytics, Customer Service, Customer Experience, Customer Service Surveys, Survey Analysis, Survey Research, survey software, Customer Satisfaction Surveys, customer engagement optimization

Take Advantage of Early-Bird Discounts for Driving Innovation 2015

Posted by Mike Carroll

Jan 9, 2015 10:23:16 AM


Have you heard? Registration for Driving Innovation 2015, the Verint Systems global customer conference, is open. That means it’s time to take advantage of early-bird registration discounts before they end on February 28. Purchase registrations for two people from the same company before February 28, and a third person can attend the conference for free!

Held June 8 – 11 at the Paris Hotel in Las Vegas, Nevada, this four-day event will feature best practices, training and interactive breakout sessions covering a variety of topics for customers of Verint and KANA, A Verint Company, including workforce optimization, analytics, customer service and engagement solutions, and more.


Topics: Driving Innovation, Customer Experience, customer engagement optimization

U.S. Government’s Digital CX Seeds Ready to Bear Fruit

Posted by David Moody

Jan 8, 2015 12:38:18 PM

Washington_DC_Capitol_resizedA recent Forrester report1 (access requires subscription) by Rick Parrish says that initiatives put in place by the U.S. government to improve the customer experience “will start to bear fruit in 2015, as agencies finally break out of their find-and-fix cycle and start making substantive improvements.”*

Kudos to the U.S. government for recognizing the importance of an improved customer experience for its citizens—and for taking steps to make it a reality. After all, citizens already use the Web and mobile phones for almost everything—from making inquiries and paying bills to browsing and buying services with their banks, insurance providers and online music and video streaming services.


Topics: Customer Experience, customer engagement optimization, Government, Public sector

Verint Speakers Featured in January

Posted by Susanne Pitts

Jan 6, 2015 10:58:00 AM


Today Verint announced its participation in two January conferences:

IQPC Customer Insight & Analytics Exchange: Utilising Big Data

January 27-28; London, United Kingdom

Verint’s Rachel Lane, Director, Voice of the Customer, EMEA, will lead a “think tank” session called “Transforming Customer Engagement: Understanding Your Omnichannel Customers and Anticipating Their Needs” at 11 a.m. GMT on Tuesday, January 27. This session will focus on understanding how customers are unique—their needs, expectations and how they communicate. Lane will discuss ways to enrich interactions by uncovering these differences in order to deliver truly personalized engagement.


Topics: Voice of the Customer Analytics, Workforce Optimization, Customer Service, Customer Experience, Analytics, customer engagement optimization, omnichannel, Customer journeys

Looking Ahead As 2015 Unfolds

Posted by Colleen Gustitus

Jan 5, 2015 4:28:47 PM


The Verint team—and the industry at large—sees the year ahead as a dynamic one, with security intelligence solutions experiencing continued growth through 2015 and beyond.

2014 was a strong year for the physical security market overall, with the global industry topping $25 billion. Video surveillance makes up 53 percent of that total, as end users from nearly every vertical realize the profound impact surveillance can have on the safety, efficiency and overall success of their business.


Topics: Video Intelligence Solutions, Video Management Software, Security Solutions, Video and Situational Intelligence, Physical Security Information Management, video analytics

Breaking Down Operational Silos

Posted by Mary Lou Joseph

Dec 29, 2014 9:00:00 AM


Are you part of a large global enterprise that—through numerous acquisitions—has acquired multiple disparate systems, organizational silos and different measurement metrics? Or, are you part of a smaller organization that afforded functional groups autonomy to run their operations as they saw fit, only to now realize your IT group is supporting four systems to perform the same function for different groups?

Are you ready to consolidate all groups onto a single platform with a uniform reporting structure and common performance metrics across the enterprise?

We are working with a number of Verint customers who have reached this point.


Topics: Enterprise Workforce Optimization, Back-Office Operations, Performance Management, Workforce Management, Productivity,, Insurance, Capacity

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