Speech Analytics Is Becoming Mission-Critical

Posted by Donna Fluss - President, DMG Consulting LLC

Apr 14, 2014 3:23:58 PM

In just ten short years, speech analytics has become an essential transformational tool for contact centers. Adoption has been rapid because it is the only application that structures customer conversations and converts them into metadata that can be analyzed. It is sold by vendors who appreciate the importance of making the findings useful and actionable.


Topics: Speech Analytics, Contact Centers, Customer Experience

Nominations Now Accepted for Innovator of the Year Award

Posted by Laurie Wickham

Apr 11, 2014 4:15:00 PM


Has someone within your organization used software from Verint to increase customer satisfaction and retention, build customer loyalty, reduce costs, drive revenue, improve operational efficiencies, or heighten employee morale? Why not nominate them for the 2014 Innovator of the Year award?

Presented annually to Verint customers at our Driving Innovation global user conference, the award recognizes individuals and their respective companies for outstanding accomplishments over the past year. Awards will be presented during a general session at the conference, in the following categories:

  • Back-office Excellence
  • Branch Excellence
  • Contact Center Excellence
  • Enterprise Excellence
  • Voice of the Customer Analytics


Topics: Driving Innovation

Tech Tip: Organize Survey Titles Without Impacting the Titles Your Participants See

Posted by Daniela Shelley - Product Support Associate, EFM

Apr 10, 2014 12:24:53 PM

Did you know that you can change the title of a survey created in Verint Enterprise Feedback Management (Version 7.1 and higher) without impacting the title displayed to your participants? This can be handy for labeling surveys in a meaningful way for administration and management, while presenting participants with simpler survey titles.


Topics: Enterprise Feedback Management, Survey Research

Verint Retail Solutions Shine at Retail Asset Protection Conference

Posted by Courtney Mamuscia

Apr 9, 2014 3:00:24 PM

This week, Verint participated in the Retail Industry Leaders Association’s annual Retail Asset Protection Conference. During the show, we showcased our industry-leading loss prevention, retail analytics and situational awareness solutions, all of which help retailers to better understand customer behavior, reduce fraud and loss, and improve store operations.

Verint is dedicated to helping retailers reduce theft and fraud, while also giving them the opportunity to leverage their surveillance technology into actionable business intelligence. We provide solutions for retailers of all sizes, including IP video management software, video business intelligence applications, IP cameras, intelligent NVRs, encoders and decoders, industry-leading business system interfaces and situation management software.


Topics: Video Intelligence Solutions, Surveillance Analytics, Video Management Software, Network Video Recorders, IP Cameras, Security Solutions, Retail, Video and Situational Intelligence, Nextiva, Big Data, video analytics, fraud prevention

Imagine If You Could Understand How Employees Use Applications

Posted by Mary Lou Joseph

Apr 8, 2014 9:44:00 AM

Imagine_If_You_Could_Understand_blog_image_to_useHow many applications do your employees use on any given day—five, ten, twenty? How many are critical to executing their work, and how many are ancillary or not even work-related?

Do you know if they are using the applications as prescribed—or have they created their own way of getting work done?


Topics: Back-Office Operations, Coaching, Desktop and Process Analytics, Workforce Optimization

Verint Speaking at Several Global Conferences in April

Posted by Susanne Pitts

Apr 7, 2014 10:54:00 AM

Verint is busy around the world this month:

Frost & Sullivan Customer Contact East

April 7; Marco Island, Florida

Verint’s Roger Woolley, vice president, solutions marketing, and Heather Callahan with Toronto 311 will present “Even in Today's Multichannel World, Speech Analytics Remains King” at 10:35 a.m. ET. Participants will learn how the City of Toronto uses speech analytics within its 311 contact center to improve quality and service, drive process improvement, and enjoy significant cost savings within a year of deploying speech analytics. They will also learn how to capture and understand the voice of the customer, understand success factors and pitfalls, and use measurement techniques and associated metrics to help attain real return on investment.


Topics: Back-Office Operations, Voice of the Customer, Speech Analytics, Contact Centers, Workforce Management, Voice of the Customer Analytics, Workforce Optimization, fraud prevention, Mobile

Six Steps to Building a Successful Voice of the Customer Program

Posted by Nancy Porte

Apr 3, 2014 3:37:46 PM

nancy_porteHow do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it happen. Verint's Nancy Porte, vice president, global customer experience, has extensive and industry-leading experience in creating such programs.

She recently told Customer Magazine that the most successful ones have always brought the voice of the customer into the organization by using a number of strategies. Read more and find out what the strategies are and how you can use them to launch your voice of the customer program.


Topics: Voice of the Customer, Enterprise Feedback Management, Voice of the Customer Analytics, Customer Satisfaction, Customer Service, Customer Experience

Verint Introduces Its Next Generation of Situation Management

Posted by Courtney Mamuscia

Apr 2, 2014 3:48:58 PM

Verint made waves at the ISC West Conference in Las Vegas today when it announced its next-generation situation management solution—Nextiva SMC. This solution can integrate with up to tens of thousands of sensors and systems to maximize a company’s situational management and security efficiency efforts. The potential results include streamlined processes, reduced risk and costs, and greatly enhanced security.

Nextiva SMC is driven by Fusion, powerful software that combines and analyzes device relations, location data, integration, user management and data retention to ensure that all of a company’s most vital data is in one place. Designed as an open, unified software platform, Nextiva SMC can manage an enormous amount of situation management information from nearly any business system, including communication platforms, access control, panic alarms, intrusion detection, fire alarms, building management, IP cameras, video analytics, existing investments and even various external databases. SMC can even incorporate information on traffic violations, radar, weather, identity systems and information from mobile phone sensors.


Topics: Video Intelligence Solutions, Video Management Software, IP Cameras, Security Solutions, Video and Situational Intelligence, Analytics, video analytics, Mobile

The Loyalty Factor

Posted by Paul Stockford - Chief Analyst, Saddletree Research

Mar 31, 2014 1:29:08 PM

As markets change, whether in response to challenging economic circumstances or through natural business evolution, the characteristics of that market change with them. For example, the cellular communications market, once characterized by high prices that kept all but those with a generous expense account from being customers, is now a market characterized by ubiquity of ownership, relatively thinner profit margins, and high customer churn. Where cellular communications service providers were once focused on building a customer base, today each service provider is focused on fostering customer loyalty in order to maintain their customer base.


Topics: Contact Centers, Customer Satisfaction, Customer Service, Customer Experience, Loyalty

Experience the Future of Security with Verint at ISC West

Posted by Courtney Mamuscia

Mar 27, 2014 3:29:20 PM

In today’s rapidly evolving security landscape, a focus on driving powerful, streamlined user experiences through next-generation surveillance solutions is more important than ever. Verint is excited to showcase our latest and greatest technology at this year’s ISC West 2014 conference, April 1-4, 2014 at the Sands Expo & Convention Center in Las Vegas, Nevada.

We invite you to stop by the Verint booth, #30056, to experience our newest innovations in surveillance technology, which provide improved security and richer business intelligence to help users facilitate faster, more informed decision-making.


Topics: Video Intelligence Solutions, Surveillance Analytics, Network Video Recorders, IP Cameras, Security Solutions, Retail, Video and Situational Intelligence

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