Subscribe to RSS Feed grab our rss feed

Author Archive

Why Speech Analytics Is a Must Have

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed […]

read more...

How Best to Deploy and Use Real-Time Speech Analytics

With the speed of doing business increasing at a pace unheard of just five years ago, today’s organizations want to do some things in real time. While speech analytics has become widely used across a wide variety of industries, customers who rely on the insights to stay competitive don’t want to wait in certain situations—they […]

read more...

Unlocking the Customer Phone Call With Speech Analytics

Every organization that wants to stay competitive needs customer insights—how do they want to do business, and what does it take to earn their long-term loyalty? The answers heavily depend on the (actual) voice of the customer. More than ever before, guessing what customers want without actually hearing from them is a risky strategy. Speech […]

read more...

It’s Not Enough to Focus Only on Contact Centers

For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as well as workforce management, have enabled organizations to wring out the maximum degrees of […]

read more...

It’s Not Magic, It’s Our Customers

Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change in the market as guided by the requirements of customers. Gartner has recently recognized Verint as […]

read more...

Verint Expands Customer Engagement Optimization Portfolio with Gamification

Have you considered that employees are likely the most important investment your organization makes in customer satisfaction? After all, we all know that employee disengagement is expensive and does not help the customer experience. This week Verint announced the addition of gamification to its customer engagement optimization portfolio. This new enterprise software solution offers yet […]

read more...

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 […]

read more...