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Verint Announces Latest Release of Its Enterprise Workforce Optimization Solution

This week, Verint announced significant enhancements to its industry-leading enterprise Workforce Optimization (WFO) solution. Designed to strengthen the connection between organizations and their employees with customers, this latest version of Verint WFO includes powerful analytics, dynamic visualizations and a fresh, new user interface. These enhancements can help global organizations work across multiple communications channels to […]

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The Role of Government Employees in a Digital (and Smarter) World

We live in a digital world where you can access information and complete tasks online whenever and wherever you want. We’ve all gone online to do some shopping, download music or stream our favorite TV shows. The good news is that government and public sector organizations have largely followed the commercial sector, and are now […]

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Engage 2015 Early Bird Registration Extended

Great news! Verint has extended the early bird registration for Engage 2015, its annual customer conference, to March 13. You have one more week to get the special rate of US$595. In addition, if you purchase registrations for two people from the same company by that date, a third person can attend the conference for […]

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How Contact Center Agents + Digital Channels Drive Engagement

In a blog post last week titled The Role of People in the Digital World, Verint’s Steven Thurlow, vice president and global practice leader, engagement management, discussed how companies and organizations have adapted to a digital world, allowing customers to research, shop and get help online at their convenience. Steven made the important point that […]

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Brother, Can You Spare 4 Minutes?

During the Great Depression of last century, “Brother, can you spare a dime” became a commonly heard phrase in the U.S., and eventually went on to become the title of a song written in 1930 and famously recorded by Bing Crosby, Al Jolson and Rudy Vallee. The song talks about the struggles of the depression […]

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The Role of People in the Digital World

We’ve all seen it, whether in a restaurant, on a train or bus, or at just about any public location. People are spending time interacting with their smartphone, tablet or other digital device. We live in a digital world where you can access information online whenever and wherever you want. Companies and organizations have adapted […]

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Customer Service Trends for 2015

It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year. Service is the new marketing. This has never been truer than now and will accelerate in 2015. It is critical for an organization to sustainably meet customers’ expectations and […]

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Survey Shows that Organizations are Embracing Customer Engagement Optimization

On a recent flight, I passed the time by reading this year’s thinkJar Channel Adoption and Usage Study in Customer Service report carried out on behalf of KANA® Software, part of Verint. And, it was quite thought-provoking. A key finding for me was the continuing shift of customer experience initiatives from the realm of marketing […]

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Vacation Heck and the Customer Experience

Ahhh, holidays. I use that word in both senses: a break from regular working life usually spent with friends and family that often involves travel—and the traditional celebrations occurring near the end of the calendar year. They are both often full of fun, relaxation, stress and conflict—often all at once. For Thanksgiving my family and […]

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Ventana Research Gives Verint Top Honors in 2015 Value Index for WFO

Most organizations today want to demonstrate that their dollars are buying valuable solutions and services. Budgets are scrutinized; complex issues abound—and results are usually demanded quickly. Therefore, more than ever, choosing a business partner that’s a proven leader in their field can be a wise choice. As such, Verint is pleased to announce that research […]

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