Telligent, Acquired from Zimbra, Helps Organizations Enhance Support, Drive Digital Transformation and Ensure Brand Consistency MELVILLE, N.Y., August 17, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has extended its customer engagement optimization portfolio with the addition of a market-leading, enterprise-class community solution. As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities. Through its acquisition of Telligent®, a leader in software for customer support and digital marketing communities, Verint continues to advance its vision for customer engagement optimization. Customer communities serve as a natural extension to customer engagement optimization, and today, only Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization. Communities as a Critical Part of Customer Engagement Optimization With the combination, Verint and now Telligent (Zimbra Social) customers will be uniquely positioned to use the actionable intelligence that flows through their communities to...
Read MoreOrganization to Add Workforce Management, eLearning and Performance Management to Help Drive Customer Engagement and Operational Efficiencies MELVILLE, N.Y., April 30, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a U.S.-based state government agency will implement its workforce optimization softwareto help optimize citizen engagement. Already a customer of Verint’s quality management and recording solutions, the agency pursued new workforce management, eLearning and performance management capabilities to help advance operational efficiencies, gain greater visibility across its enterprise, and address advanced business requirements unrealized through its incumbent solution. The state government agency is focused on serving citizens with respect, concern and professionalism, while also providing excellent and efficient service. Like many government agencies, it operates in a resource-constrained environment and is required to comply with a number of data security regulations. Using the Verint solution1 will help the organization achieve its goals and requirements through the advanced forecasting and scheduling of workload and staff in its contact centers, and by...
Read MoreNew Omnichannel Journey Management Capabilities Enable Organizations to Orchestrate and Monitor Customer Journeys and Interactions SAN FRANCISCO, CA — March 16, 2015 — Genesys (www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, today announced the introduction of the next generation of the Genesys Customer Experience Platform. The new platform capabilities enable organizations to fully orchestrate and monitor multimodal omnichannel journeys and interactions that are personalized for every customer. Omnichannel journey management from Genesys combines omnichannel context (inclusive of voice), multimodality, orchestration, and journey lifecycle management to transform both self and assisted service. With these new capabilities, organizations finally have a platform to engage and guide customers across their journeys, delivering consistent and effective customer engagement with increased operational efficiencies. Digital Engagement Strategies Leave Today’s Customers Frustrated As customers increasingly engage with organizations digitally via mobile devices, they follow self-directed and seemingly random journeys. Today, organizations manage those journeys from organizational silos that are not ‘context aware’ of...
Read MoreVerint Extends Customer Engagement Optimization Vision with Latest Advancements User Experience and Advanced Analytics Headline Enhancements to Company's Enterprise Workforce Optimization Solution MELVILLE, N.Y., March 23, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) today announced significant enhancements to its industry-leading enterprise Workforce Optimization (WFO) solution that extends the company’s Customer Engagement Optimization platform. This milestone release goes further than ever in connecting organizations and their employees to customers. Verint has taken its market-leading suite of solutions to even greater heights with more powerful analytics, dynamic visualizations and a focus on ease-of-use—delivering Actionable Intelligence® by enriching interactions, improving business processes and optimizing the workforce. Today’s organizations need a simple and effective approach to how they engage with their customers. The proliferation of new and different communication channels has made it even more difficult for organizations to manage the people and processes required to respond to consumer expectations in a consistent, personalized and contextual manner. Further, the emergence of what some industry experts are calling...
Read MoreFOR IMMEDIATE RELEASE CONTACT: Vicki Herrell SWPP Executive Director 877-289-0004 Denise Kapalko Named 2015 Workforce Management Professional of the Year Award March 3, 2015 – The Society of Workforce Planning Professionals (SWPP) has announced Denise Kapalko as the winner of the 2015 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “We are continually amazed by the quality of nominees for this award, and are so thrilled to recognize Denise as this year’s winner,” said Vicki Herrell, Executive Director of SWPP. “Through her leadership and vision, she was able to achieve great results for her company and their customers in the workforce management arena.” Denise Kapalko is the Director of Workforce Management for Optum in Green Bay, WI. She has over 12 years of experience in workforce management and supports 8500 agents in 25+ locations with her team of 137 workforce management professionals. Denise is one of the...
Read MoreFOR IMMEDIATE RELEASE CONTACT: Vicki Herrell SWPP Executive Director 877-289-0004 SWPP Announces Finalists for 2015 Workforce Management Professional of the Year Award NASHVILLE, TENNESSEE – February 17, 2015 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2015 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Scott Engman of Optum, Denise Kapalko of Optum, Shannon Rumohr of North American Bancard, Darlene Stephens of Infinite Energy Inc., and Stephanie Walker of Gerber Life Insurance. “These five workforce management professionals are truly representative of the ‘best of the best’ in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies, which represent a broad spectrum of industry and size. We are pleased to present them as finalists for this distinguished...
Read MoreVerint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management Enhancements Designed to Deliver Actionable Intelligence Through Engaging Digital Experiences MELVILLE, N.Y., February 19, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) today announced enhancements to Verint Enterprise Feedback Management™ (EFM) that help drive smarter engagement across today’s digital enterprise. The solution—part of Verint’s broader Customer Engagement Optimization portfolio—focuses on connecting an organization and its employees with customers over a sustained period of time, continually advancing customer experiences by enriching interactions, improving processes and optimizing the workforce. In the latest release, Verint Enterprise Feedback Management helps provide a stronger foundation for creating more engaging digital experiences. Key feature updates include a new survey engine, enhanced question presentation, an integrated and easier-to-use SMS survey deployment for mobile devices, and improved reporting, analysis and case management capabilities. These enhancements continue to further Verint’s approach of smarter engagement, which encompasses how organizations enable employees and serve customers to achieve desired outcomes. The...
Read MoreU.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics Organization Drives High-Value Customer Experiences Using Speech Analytics MELVILLE, N.Y., February 11, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a leading financial services company has implemented Verint Speech Analytics™ in its contact center operations. As an existing user of Verint Call Recording™, the organization sought a complementary and robust solution to help it collect, analyze and take action on vital voice of the customer insights. Using Verint Speech Analytics across multiple divisions throughout the enterprise, the company is addressing customer feedback and complaints, measuring the effectiveness of new marketing campaigns and reducing its cost-to-serve through more effective self-service that enables the delivery of high-quality service at a lower cost. It selected Verint’s speech analytics solution in the first half of 2014 based on its ability to glean valuable insight and actionable intelligence from millions of customer calls. An integral part of the company’s customer engagement optimization offering,...
Read MoreVerint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance Company Recognized by CEO World Awards, IBM, TSIA, CIO Review, TMC and PACE MELVILLE, N.Y., January 20, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has received multiple industry awards for its customer engagement optimization and fraud, risk and compliance solutions. These latest honors underscore the company’s commitment to excellence and focus on innovative technology designed to help customers deliver consistent, contextual and personalized sales and service experiences across channels, while also helping to ensure compliance and mitigate fraud and risk. CEO World Awards Verint was recognized as the “Business Expansion of the Year” winner by CEO World Awards in December 2014 for its acquisition of KANA® Software and its vision for customer engagement optimization. The annual CEO World Awards program recognizes the best in leadership, innovation, organizational performance, new products and services, chief executive case studies and customer...
Read MoreVerint Announces Availability of Work Allocation Manager New Solution Enables Smarter Engagement Across Back-Office and Blended Work Environments to Advance Productivity, Service Delivery and Customer Satisfaction MELVILLE, N.Y., January 26, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced the addition of Verint Work Allocation Manager™ to its Customer Engagement Optimization portfolio. The offering leverages combined customer service capabilities from KANA®, along with workforce optimization functionality from Verint. Verint Work Allocation Manager is an enterprise software solution designed to help back-office and blended (front- and back-office) work teams increase productivity and meet service level agreements (SLAs) by working smarter. The solution compiles and allocates work to employees from multiple production and customer service systems—for instance, in claims processing, loan production and other blended and back-office functional areas. Focusing on the Right Work at the Right Time In today’s organizations, errors and inefficiencies in back-office transactions can result in increased calls to a company’s contact center, repeat work for back-office departments...
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