Verint Representatives to Highlight Workforce Optimization and Speech Analytics Capabilities

Verint (News - Alert) Systems Inc. announced that representatives from the company will offer insights into the value and benefits that can be derived from enterprise workforce optimization, or "WFO." Other topics to be highlighted will be quality monitoring and speech analytics in contact center environments and back office operations.

The company proposes to conduct a month long program in which company representatives from Verint Witness Actionable Solutions will share their perspectives on these solutions besides throwing light on industry best practices, trends and real-world customer case studies.

During the FUSION 2010 Forum & Expo, Craig Seebach, back-office WFO practice director for Verint will talk in a session titled "Beyond Workflow Automation: The Human Quotient," in Texas. Document imaging and workflow systems streamline and automate paper processing and document routing, helping managers to track the volume of work or demand being processed electronically. But according to Verint these solutions do not address the human quotient or the supply side of the processing equation.

Seebach is expected to profile how WFO solutions specifically designed for back-office operations like A/P, claims, account management and fulfillment can help organizations maximize employee utilization, productivity, quality and performance, said Verint officials.

Daniel Ziv, vice president of Customer Interaction Analytics for Verint will give a presentation at the 6th Annual Text Analytics Summit on "Social Media is the Tip of the Iceberg -- Your Interaction Analytics Future," The presentation on May 26, 2010 at ET Radisson Hotel in Boston, Mass., will explain how enterprises are striving to understand their customers through mining the huge volumes of customer-generated content on social media sites.

Attendees will learn how to leverage online posts, recorded voice interactions, emails, chat sessions and Web interactions, as well as personal interactions at branches and retail stores to get more insights into customer thought processes. This session will help build a complete 360-degree view of customer interactions across multiple channels and touch points. These analytics can help in reducing costs and increasing profitability, said company officials.

Verint has planned an online event called "Roundtable: Why Quality Assurance Solutions are Essential for the Success of PCI (News - Alert), First Call Resolution and At-Home Agent Programs" for May 27, 2010.

This CRMXchange "Great Debate" session will focus on quality assurance and monitoring and will feature discussions between contact center industry experts and Kristyn Emenecker, solutions marketing director for Verint. This interactive Webinar will focus on all aspects of quality assurance and will explain how to reduce average handle time and attrition, with improvement in customer experience.

According to Verint officials at SpeechTek Europe, Rahm Fehr, speech analytics director for Verint will talk on "How Speech Analytics Delivers the Right Answers Even Without Knowing the Questions." This session to be conducted on May 27, 2010 at Copthorne Tara Hotel, London will highlight the different approaches to speech analytics and how it can reveal unknown issues and emerging trends.