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Innovative Prescription Benefit Management Leader Find Its Remedy with Verint

An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards and gained a new understanding of workflow and improved […]

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How Effective Are You at Operational Management?

Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository […]

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The Intelligent Contact Center in Action

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers? For one home repair and maintenance provider, intelligent service centered around connected systems. Through extensive […]

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Beyond Surveys: 5 Methods to Learn More About Your Customers

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It’s quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken. When you are ready […]

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Verint Speakers: The Omnichannel Customer Experience, Analytics-Driven Value and Financial Compliance

Chief Data and Analytics Officer March 6-8; Sydney, Australia Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing Analytics to Drive Value” on March 7 at 2:30 p.m. AEDT. Haden will share ways to speed up the “time to value” of data programs and projects—and how to encourage a culture […]

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A Customer’s Best Practices for Upgrading to Verint Workforce Optimization

The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint® Workforce Optimization™. The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments, in which staff engaged with customers on the phone and performed order fulfillment off the phone.  At Verint’s […]

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Rev Up the Pulse of Contact Center Operations

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity. […]

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Customer Engagement LIVE! Executive Summary

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives.  One of the primary themes of the conference was “Leaders Learning from Leaders.”   Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion […]

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Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and learn from other attendees and speakers—including Jones, who spent 20 […]

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Before and After Robotic Process Automation

We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system that is easier to use day in and day out. Why are […]

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