Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards?
One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about ...
In a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes ...
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into ...
Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor.
In the first blog in this series we discussed the scalability of process improvement resources. In the second blog, we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process, how do you make it stick and help ensure the ...
In the first blog in this series, we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams.  In this blog we’ll be addressing how these teams can prioritize processes for re-engineering or automation. In a recorded webinar, Creating ...
You talk, we listen. The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. 
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple). While many topics were covered, improving ...
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries. Attendees hosted sessions and exchanged best practices on topics including voice of the ...
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. The focus of most of my musings has been on the ...

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