Industry Experts to Present on Workforce Optimization and Customer Interaction Analytics

Verint (News - Alert) Systems Inc., the major player in enterprise workforce optimization software and services has announced that, in the coming weeks, at various industry events and venues, company experts and industry authorities will be giving presentations on topics that span across workforce optimization and customer interaction analytics.

Attendees will learn effective ways to collect, gather and take action on customer insights, through real-world experiences, best practices and ROI discussions. They will also learn how to apply that intelligence to processes and workflow across customer service operations.

The first event, "CRMXchange Online Event Discover the Power of Desktop and Process Analytics - A Workforce Optimization Essential," will be held on April 13 at 1:00 p.m. ET.

To monitor, capture, structure and analyze employee desktop activity, Verint's Steve Williams, will reveal the power of an automated, systematic approach during the webinar. Williams, to improve efficiency, effectiveness, compliance and external customer impact, will also provide views into agent and system behaviors, process workflow and performance metrics.

At the 6th Annual Customer Contact 2010 East Power Lunch for the "Creative Practices: Driving Business and Workforce Optimization," session on April 19 from 12:45 - 1:30 p.m. ET at the Marco Island Marriott Beach Resort, Golf Club & Spa, Marco Island, Florida, Jerome Brown, solutions marketing manager for Verint, will address the crowd.

In this Frost & Sullivan (News - Alert)-sponsored event, Brown will explore pertinent industry issues affecting today's customer service operations in an interactive roundtable discussion.

Best practices, real-world examples and the ROI behind workforce optimization strategies and technology, will be highlighted.

On April 19, from 1:45 - 2:30 p.m. ET, the presentation "Operationalizing Speech Analytics to Improve the Customer Experience and Reduce Costs," will be held.

A presentation on the fastest growing technology in the contact center--speech analytics will be made by Diego Lomanto, senior manager, analytics at Verint. During the session, the processes that should be put into place around the technology, the different skill sets required to leverage findings, common uses and real-life results, will be identified by Diego.

The "Customer Contact Planning 2010 Workforce Management and Planning," session on April 19 from 1:30 - 3 p.m. BST at the U.K. Birmingham Metropole Hotel, Birmingham, England, will explore the latest contact center trends.

At this roundtable session, experts from Verint--including Rob Wint, senior vice president, marketing, Claire Richardson (News - Alert), director of workforce optimization solutions, and Simon Foot, consulting director--will participate in discussions that cover the latest trends in resource planning and what's new in workforce management.

The other key topics will include ways to create successful planning teams, how to achieve best practices, and today's key issues around forecasting, scheduling, real-time and tactical planning.

The "Verint Witness Actionable Solutions Customer Event Workforce Optimization Creative Practices Regional Workshop with SWPP," event will take place on April 20 from 8:30 a.m. - 1:30 p.m. CT at the Blackstone Hotel, Chicago, Illinois.

Ways to successfully develop and deploy a workforce optimization strategy in the contact center and across the enterprise will be presented in this half-day workforce optimization creative practices workshop.

Themes including WFM for the contact center and back office; customer feedback survey strategies for retaining high-value customers; and, leveraging analytics to drive business and workforce optimization will be explored by Oscar Alban, principal global market consultant for Verint, and Vicki Herrell, executive director for the Society of Workforce Planning Professionals (News - Alert). An opportunity to network with peers, in addition to connecting with presenters and experts in attendance, will be provided by the event.

2010 InAAU International Conference Know Your Customers' Next Move--Automatically Identify Changes in Customer Behavior Using Advanced Speech Analytics April 20; 10:30 -- 11:30 a.m. MT Colorado Convention Center, Denver, Colorado

Demonstrations on how speech analytics software can proactively surface changes in customer behavior to impact costs and profitability will be made by Daniel Ziv, vice president of customer interaction analytics at Verint.

Information on how to build a business case study and ROI for advanced analytics, how to proactively identify and influence new trends and changes in customer behavior and how other companies are leveraging advanced analytics to know their customers' next moves, will be made available to the attendees.

Leveraging Speech Analytics at Wells Fargo to Improve the Customer Experience April 20; 4 -- 5 p.m. MT

A representative from Wells Fargo will share how the company deployed speech analytics, built a process around the technology, and makes use of the solution on a day-to-day basis to improve both the customer experience and its operations.

In related news, Verint Systems Inc. recently filed an Annual Report on Form 10-K for the year ended Jan. 31, 2009 with the Securities and Exchange Commission.