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Verint® Systems
175 Broadhollow Road
Melville NY 11747

PH: 1-800-4VERINT / 1-800-483-7468
FAX: 631-962-9300
Contact: info@verint.com
Visit their Web site: www.verint.com

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Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Verint’s vision is to create A Smarter World with Actionable Intelligence®, and today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—already benefit from this vision. Learn more at www.verint.com and NASDAQ: VRNT. 

Product Description

Today’s customers have high expectations—and that means organizations must be ready, willing and able to anticipate their requirements, deliver sales and service through an array of channels, and support them in a way that’s consistent, contextual and personalized.

That’s where Verint Customer Engagement solutions can help. Verint offers a comprehensive portfolio of software and services that bring together proven solutions for voice of the customer, workforce optimization, employee engagement, engagement channels, and security, fraud and compliance.

Deployed in the cloud or on-premises, these solutions can help your organization engage and empower customers—and employees—more effectively, while offering valuable insight for delivering better service; improving products, processes, and performance; protecting personal information; mitigating risk and fraud; and helping ensure compliance. By empowering your employees with information that can be shared enterprise-wide, you can break down silos and engage your customers and staff in a highly effective, consistent way.

Today, thousands of organizations around the world rely on Verint solutions to enhance customer engagement and customer loyalty, maximize revenue opportunities, generate operational efficiencies, reduce cost, and mitigate risk.



Whitepapers, Archived Webcasts and Sponsored Content
  • Customer Success Stories
    Learn how Verint solutions are helping organizations around the world uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence.
  • News
    Keep up with the latest happenings at Verint.
  • Videos
    Take a closer look at how Verint’s solutions can benefit your business.
  • Blog
    Gain insight from customer engagement optimization thought leaders at Verint.
This company is listed in the following categories:
AnalyticsConsumer Packaged GoodsCustomer Service/Call CentersEducation
Enterprise CRMFinancial Services/BankingGovernmentHealthcare
Professional ServicesRetailSMB/Mid-market CRMSports/Entertainment
Articles Mentioned
Verint Debuts AI-Powered Self-Service Capabilities
The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year. (Featured on SmartCustomerService.com.)
Verint Launches Solutions for SMBs
Verint's growing line of SMB-specific solutions now includes recording, quality management, and workforce optimization solutions. (Featured on SmartCustomerService.com.)
Verint Acquires Next IT
The acquisition includes all of the outstanding equity interests in Next IT and its affiliate, Next IT Innovation Labs.
Alorica Turns to Verint for Speech Analytics
Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
CEM Market to Triple by 2022, Research Firm Reports
The global customer experience management market is projected to be worth $16.91 billion in five years.
Robots Are in Your Contact Center’s Future
Robotics, in tandem with desktop analytics, will drive productivity improvements.
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers
Verint Launches Updated WFO Suite
New version delivers enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics.
How Revenue Marketing Can Save the CMO
To achieve financial results, too many marketers have been using a right-brain approach (creativity) when a left-brain approach (data and analytics) is what's called for.
As the WFO Market Evolves, Will Vendors Adapt?
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
Verint Systems Updates Its Web and Social Intelligence Suite
The latest edition uses machine learning and data mining capabilities to speed up security investigations.
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
Verint Launches Mid-Market WFO
Verint has released packaged workforce optimization solutions designed specifically for midsized contact centers. (Featured on SmartCustomerService.com.)
Customer Trust Must Be Earned
Your customers want personalized experiences, but first they need to trust you with their data. And that trust requires security and transparency.
Verint WFO Achieves Cisco Compatibility Certification
Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution. (Featured on SmartCustomerService.com.)
Verint Enhances Community Solution
Verint Telligent Community furthers real-time engagement for detecting presence and enabling deeper collaboration.
The 2017 CRM Service Rising Stars: NICE—the Contact Center Consolidator
Big acquisitions propel the company to a coveted spot in the industry
The 2017 CRM Service Rising Stars: Verint Makes Strong Moves Across Channels and into the Cloud
The vendor's acquisition strategy takes it in completely new directions
Verint Partners with Tango Networks
Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments.
Workforce Optimization Is Under Siege
The sector has slowed of late, but innovation shows a way forward
Verint Launches Mobile Work View
Verint's Mobile Work View extends common work activity for contact center agents from the desktop to the smartphone. (Featured on SmartCustomerService.com.)
Verint Enhances Social Engagement
To support customers' desire to take to social media when they need help, Verint Systems has enahnced its Social Engagement solution.
Healthcare CRM Expected to Flourish
Research predicts that healthcare CRM solutions will become a $17.4 billion market by 2025.
Verint Acquires OpinionLab
The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Five9 and Verint Announce Global Partnership
The partnership expands the availability of contact center and workforce optimization solutions to organizations of all sizes. (Featured on SmartCustomerService.com.)
Verint Enhances Its EFM Solution
Verint adds geolocation capabilities to its Enterprise Feedback Management (EFM) solution.
Verint Partners with Forrester for Engagement Analytics
The partnership combines Forrester's CX Index with Verint's Enterprise Feedback Management to help companies benchmark their customer service against competitors.
Make CRM Smarter
Innovations in knowledge management make it easier for agents and customers to find information
Redweb Partners with Telligent for Social Communities
The partnership will provide the two companies' Sitecore clients with technology to drive collaboration and engagement.
Verint Partners with TeleTech on WFO and Analytics
TeleTech Technology and Verint have forged a strategic partnership offering workforce optimization and analytics to the TeleTech's contact center customers. (Featured on SmartCustomerService.com.)
Workforce Optimization Is Poised for Big Changes
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Verint Launches Real-Time Speech Analytics
Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding. (Featured on SmartCustomerService.com.)
Verint Launches Robotic Process Automation
The new capabilities can automate, manage, and execute time-consuming, manual, and repetitive business processes. (Featured on SmartCustomerService.com.)
Verint Completes Its Cloud Migration
All Verint Customer Engagement Optimization solutions are now available in cloud, on-premises, and hybrid deployment versions. (Featured on SmartCustomerService.com.)
Verint Upgrades Telligent Community
Advancements to Telligent Community simplify information sharing and organization of knowledge and content.
Verint Updates Its EFM Solution
Verint's Enterprise Feedback Management now enables users to embed surveys directly into existing mobile applications and IoT devices.
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
Verint Acquires Contact Solutions
The deal extends Verint's Actionable Intelligence vision with real-time, contextual self-service software. (Featured on SmartCustomerService.com.)
Verint Updates Performance Management
New user interface is backed by advanced scorecards, gamification, coaching, and e-learning. (Featured on SmartCustomerService.com.)
Verint Partners with Squiz to Help Governments with Digital Transformation
The partnership combines technology with consultancy to help governments meet and exceed their digital transformation goals
Verint Updates Telligent Social Community Software
New management tools, workflow enhancements, and a community-as-a-service deployment model round out the enhancements to Telligent Community.
Freeman's Contact Center Continues Its Winning Ways
What does it take to win J.D. Power's Certified Contact Center Program distinction six years in a row?A Q&A with Brenda McCord, vice president of customer support at Freeman.
How Amazon and Salesforce.com Are Shaping Mobile Customer Support
Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps
Verint Enhances Mobile and Personalization Capabilities in Enterprise Feedback Management
New features of Verint EFM make it easier to launch and manage customer surveys across multiple platforms.
The Age of Speech Analytics Is Close at Hand
The "Johnny-come-lately" in contact centers is poised to become "Johnny-on-the-spot"
The Outlook for WFO: Optimal
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
Verint Acquires Telligent
The acquisition of Telligent moves Verint into the social media analytics space.
Verint Releases Identity Authentication Solution
Solution leverages speech biometrics, speech analytics, and other technologies to separate customers from fraudsters. (Featured on SpeechTechMag.com.)
Verint Releases Engagement Management Solutions in Japanese
Verint is working with IIJ Global Solutions to expand its presence in Japan and across Asia.
Verint Engage Conference: Adding Emotional Connections Is a Key Differentiator
The conference's keynote speaker says creativity, risk-taking, and emotional engagement can be as powerful as analytics. (Featured on SmartCustomerService.com.)
Verint Adds Gamification Infrastructure to Customer Engagement Optimization Portfolio
The solution aims to make employees more engaged and productive.
Small Customer Service Vendors Can Make Big Contributions
A best-of-breed solution from a small company doesn't have to be such a risky proposition after all.
Verint Updates Enterprise Feedback Management Solution
Enhancements are designed to deliver actionable intelligence through engaging digital experiences.
SIO Emerges as a New Contact Center Segment
Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.
Verint: Customer Service Woes Start in the Back Office, Not on the Front Lines
You may be laser-focused on the front lines when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees? (Featured on SmartCustomerService.com.)
Buffalo Builds Resident Trust with CRM
Kana Software's Lagan Enterprise system revitalizes city services.
5 Hot Customer Service Technologies
The latest innovations add a sense of immediacy to customer interactions.
Verint Teams with Unify to Bring WFO to More Contact Centers
The partnership will extend the reach of Verint's workforce optimization solutions to enterprise contact centers.
Should CSRs Be Paid for Performance?
Why companies must assess the effectiveness of tying agent compensation to contact center metrics.
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics
The joint Verint-Kana cloud-based solution enhances customer engagement insight.
When VoC and VoE Combine
Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.
Verint WFO Is Now Available as a Mobile App
Verint releases a mobile workforce optimization app for Android and Apple devices.
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream
A company must connect all of its interaction channels so a customer can traverse them without losing any data.
The 4 Key Customer Service Omnichannel Considerations
Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
Verint Adds Multichannel Support to Enterprise Feedback Management
Verint's EFM solution enhancements include extended mobile SMS delivery model and cross-survey reporting.
InContact Acquires Workforce Optimization Provider Uptivity to Launch WFO into the Cloud
Once integrated, the single unified solution will cater to the "underserved" midsize WFO market.
Verint Introduces Business Impact Solution for Branch Sales Effectiveness
Verint Branch Sales Effectiveness will help financial institutions optimize customer engagement by helping improve productivity and Increase Revenue
Adtech Global Debuts Ignite Speech Analytics Program
Ignite leverages Verint's Impact 360 Speech Analytics suite to offer contact centers the business impact of speech analytics. (Featured on SpeechTechMag.com.)
The 4 Pillars of Responsible Customer Engagement
Relevance, respect, credibility, and value are key to great experiences.
3 Reasons to Boost Your Contact Center's Strategic Value
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
The 2014 CRM Service Leaders
Unify Enhances OpenScape Contact Center Suite
The new OpenScape system features new analytics, tighter social media integration, and mobility offerings.
Verint to Acquire Kana Software for $514M
The deal expands Verint's cross-selling opportunities within the customer service market.
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Verint Moves Impact 360 WFO to Mobile
Verint has launched a mobile application of its Impact 360 workforce optimization solution.
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA
In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa.
inContact Adds Verint Speech Analytics to Cloud Contact Center Solution
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite. (Featured on SpeechTechMag.com).
Verint Enters Voice Biometrics Market with Victrio Acquisition
Victrio brings to Verint solutions to mitigate fraud using passive voiceprint enrollment. (Reported by SpeechTechMag.com.)
BT Expands Cloud Contact Center with Customer Self-Service and WFO
Offering combines technologies from Verint, Cisco, and Voxeo.
Verint Enhances Its Enterprise Feedback Management Solution
Robust case management and accountability features are part of the upgrade.
Verint Partners with Badgeville to Power WFO Gamification Solutions
Partnership provides solutions designed to help enhance employee engagement and performance management.
Verint Debuts Voice of the Employee Solution
Verint bets that by engaging front-line employees, you'll also engage customers, create better care, improve satisfaction and loyalty, and realize higher profits.
Verint Delivers High-Efficiency Performance Management
The latest in its Business Impact Solutions suite seeks to help organizations maximize performance and operational efficiency.
Workforce Management: Better but Not Good Enough
What makes an ideal solution?
Verint Launches New Business Impact Solutions for Regulatory Compliance
The solutions will help organizations take a proactive approach to complying with industry regulations and analyzing customer complaints.
Verint Introduces Business Impact Solutions
New offerings look to help operations and customer service executives maximize revenue, customer loyalty, and cost containment.
Verint Adds to Its VoC Solution
Unified dashboards and mobile additions deliver cross-channel analytics.
Toronto's Nerve Center Provides Easy Access
Canada's largest city improves customer service with Toronto 311.
Verint Launches Personalized Guidance for Impact 360 Solution
Analytics designed to help companies get more proactive with agent performance.
Verint Adds to Impact 360
New alerts and root cause analytics deliver rapid understanding of customer interactions to identify issues and improve operational performance.
The New Measure of Customer Service Success
Why some traditional performance metrics are wrong and what you need to evaluate now.
Verint Enhances Impact 360 WFM Solution
New functionality models complex back-office operations to address service goals across work queue processes.
Listening to the Voice of the Customer
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Verint Offers Vovici Offline Surveys for iOS Mobile Devices
New capabilities are part of the company's voice of the customer analytics portfolio.
Verint Upgrades VoC Analytics Portfolio
Advancements incorporate Vovici's Enterprise Feedback Management solution.
The 2012 Service Leaders
The Argument for Desktop Analytics
This new IT sector offers visibility, real-time guidance, and process automation.
5 Hot Marketing Trends
Customer strategists must step up their engagement efforts as mobile's mercury rises
The Social Customer Strikes Back
Avoid customer service faux pax with a proactive approach.
Verint Upgrades VoC Analytics Solution
Integrated text analytics is a new feature of Vovici Enterprise Feedback Management.
Verint Launches Fully Web-Enabled Enterprise WFM Solution
The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features.
Verint to Acquire GMT
The $24.6 million deal extends Verint's reach into the local branch banking industry.
WFO Hears The Voice of the Customer
Workforce optimization suites broaden their focus beyond the company
Verint Will Acquire Vovici
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Verint Releases New Voice of the Customer Analytics Platform
The solution set, part of its Impact 360 product suite, combines all sources of customer interaction data into a single platform.
Speech Analytics Captures Consumer Sentiment
Technologies blend data from different sources, emotional states, and moments in time
Verint Releases Audiolog 5 for SMBs
Contact center software enhancements support mobile and multimedia customer interactions.
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
Savings Follow BlueCross BlueShield to Tennessee
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
The 2011 Service Leaders
The 2011 Service Elite
Office Depot Implementing Enterprise Workforce Optimization Software from Verint
The global supplier of office products and services is deploying next-generation Impact 360 solution to support optimized performance.
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
311: The Agency That Never Sleeps
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Learning What to Teach
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Verint Systems Releases New Impact 360 Text Analytics Solution
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
InContact Partners with Verint Systems
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
Analyzing the Workforce
Analytics and on-demand offerings are changing the nature of workforce optimization.
Environmentalism Collides with Cost Reductions in the Contact Center
Telecommuting can save the world, but does it damage service?
Turning Green on the Ocean Blue
Re:Tooling — Speech Analytics: Seeking What's Inside
Why speech analytics is starting to get a little more than recognition.
Recessions Make for Strange Bedfellows
How the recession brought marketing and customer service closer together.
CRM Magazine Announces Winners of 2010 CRM Service Awards
Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.
The 2010 CRM Service Awards: Rising Stars -- CallCopy (The Copy Cat)
Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier.
The 2010 CRM Service Awards: The Service Elite -- New York Life
A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for.
Speaking of Customer Insights
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Stressed and Distressed
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Aspect Software Beefs Up Quality Monitoring
Pundits say the company's latest release tightens competition in the QM space.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
Survey Software Continues to Sell
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
Workforce Management Market Set to Double
According to new research from Pelorus Group, the market will jump from $268 million to $533 million by 2014.
Adhering to Higher Quality
New York Life streamlines its workforce, vastly improving internal metrics.
ClickFox Analyzes the Customer Experience
The vendor's packaged solutions target three specific pain points in the contact center.
Verint Launches New Version of Impact 360 Speech Analytics
The analysis of recorded customer interactions promises to help build better customer service strategies.
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
Workforce Optimization Rises Above the Recession
Automating and optimizing work processes will boost the market for the foreseeable future.
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Ringing the Opening Bell
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
Is Workforce Optimization Recession-Proof?
A new study finds WFO had a very good 2008, despite the economic downturn.
Aspect Unveils 6 New UC Applications
New unified communication offerings are geared to help companies cut costs while improving customer service.
Hold Onto Your Customers!
In a recession, making the most of the people and technology you already have—and maintaining the service they provide—should be your top priority.
Aspect Takes AIM at Bolstering PerformanceEdge
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
The Feedback Funnel
Properly harnessed, customer feedback can help companies forge a competitive advantage. But with feedback pouring in from all directions, companies are struggling just to keep up.
Verint Looks to Resuscitate 9-1-1 Centers
The company's new public safety-specific solution is a shot in the arm for an industry "15 to 20 years behind in contact center technology," according to one pundit.
Feedback Is the Future
Contact center surveying is evolving into enterprise feedback management.
Nice and Verint Remain the Forces in Workforce Optimization
New research from Datamonitor finds the two market giants continue to lead the WFO space, which is set to grow 10.3 percent annually through 2013.
Companies Crave Customer Feedback
New findings from DMG Consulting show the contact center survey-and-feedback space grew by 21.3 percent between '07 and '08 -- its best year to date.
Interaction Recording Market Forges Ahead
New research indicates global sales continue to climb, and will surpass the billion-dollar mark by 2010.
Customer Demand Drives Gartner Workforce Optimization Magic Quadrant
The research firm's debut report on this market puts Nice Systems and Verint Systems on top, and says we can expect more vendors to join the WFO party in 2009.
The High Quality of Quality Management
New solutions continue to make an impact inside and outside the contact center.
There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
Calling It Quits
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Verint Looks to Impact Service
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
5 Trends Your Business Can’t Miss
Driving Innovation '08: Verint Americas President Elan Moriah dishes the next key shifts companies must acknowledge and prepare for in order to remain relevant in an increasingly competitive business landscape.
An End to Information Chaos
Driving Innovation '08: Verint Systems CEO and President Dan Bodner says that merely collecting intelligence is worthless without being able to properly utilize the data.
Performance Management Requires Process Improvement
Contact center performance management isn't about measuring flaws -- it's about fixing them.
Workforce Optimization Giants Continue Patent Battles
For the second time in as many weeks, Verint gained a victory over Nice Systems in the long-running patent-infringement cases over speech analytics and IP recording in the contact center.
Inova Launches Web-Based Analytical Tool
The new offering combines different historical and real-time information in a bid to improve measurement of contact center performance.
Productivity and Workforce Management
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
The 2008 CRM Service Awards: Workforce Optimization Suite
Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.
Calabrio Joins the Enterprise 2.0 World
The provider of workforce optimization solutions is seeking to provide a unified framework so contact center workers can achieve results faster and more efficiently.
Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
Sunny Skies for Knology
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
Workforce Management Expands, But Fails to Satisfy All
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Quality Management Market Forges Ahead
DMG Consulting's latest figures reflect the market's increasing profitability, especially with SMBs.
Top 25 CRM News Stories of 2007
As 2008 arrives, a look back at the most popular online stories of last year.
Aspect Offers More Localization and Capabilities for '08
The latest version of Aspect Unified IP 6.5.1 expands language capabilities, and adds unified command and real-time reporting.
Verint Makes a Speedy Impact
The company's acquired Witness arm launches its latest workforce optimization suite, Impact 360, stressing analytics prowess and integration.
Contact Center Surveying Is Essential
The surveying market may be fragmented, but that doesn't diminish its importance.
Required Reading: Protecting Your Brand at All Costs
Great branding doesn't come from gimmicks -- it derives from exceptional, innovative customer service.
Checking the Pulse of the Contact Center
Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.
Interactive Intelligence Plugs in an Upgrade
The company will begin rolling out by year's end the latest version of its IP business communications software platform -- a release focused on security, integration, simplified deployment, and mobility.
Tech Solution: Workforce Management Solutions
Business Problem: Managers cannot staff and manage their contact centers effectively.
IP Recording in the Contact Center and Beyond
Three keys to implementing Internet Protocol call recording into the contact center.
What VoIP Can Mean to You
And why your contact center needs it.
The Voices of Reason
Speech technology experts reveal the value of analytics and the secrets of locating what your customers say about you.
CRM Numbers Grow, But Also Mislead
The customer management applications market rose 8 percent in 2006, as it did in 2005; SAP and Oracle continue to lead, but their revenue figures don't tell the full tale.
Doubling Down on Quality Management
A new report says the market for quality management/liability recording suites--essentially workforce optimization--more than doubled in 2006.
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THE 2007 Service Leaders, Part 1
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
The 2007 Service Leaders, Part 2
The customer care market in 2006 evolved at an enthralling rate, as providers of service-and-support technologies and services toiled to bolster their capabilities through strategic partnerships, head-turning mergers and acquisitions, and deepened research and development--all with the goal of helping companies provide stellar service. At the forefront of these developments are our 2007 Service Leaders--the contact center market's leading vendors in seven areas: computer telephony integration, interactive voice response, Web-support services, workforce optimization, quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a blend of weighted criteria comprising analyst ratings for customer satisfaction, depth of functionality or services, and company direction, coupled with financial strength throughout the past year evidenced by revenue and revenue growth.
Verint Refreshes Its PM Piece
Perhaps indicative of Verint Systems' intent to continue its pre-Witness initiatives, the company's latest performance management solution caters to the front office, back office, and enterprise departments.
NICE Smartens Up
The company's SOA framework will fuse its own capabilities with those acquired from workforce management player IEX and performance management specialist Performix Technologies.
Verint: Can I Get a Witness?
Verint scoops up Witness today, which marks major consolidation in the market, while propelling Verint to the head of the contact center solutions game.
CCPM Market Is Poised For Progress
Market penetration has been slow, but the benefits of contact center performance management applications to the contact center and other enterprise departments are expected to help spur growth.
Tech Solution: Quality Monitoring Tools
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.
Making the Grade
E-learning deployments earn straight A's when used in conjunction with formal classroom training.
QM Saunters to Continued Uptake
The quality management and liability recording market is projected to exceed expectations, thanks in large part to the space's competitive landscape and product innovation.
Benchmarking for Improved Performance
How to increase operational efficiency and customer effectiveness.
The New World of Sophistication
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
QM: The Upswing Continues
The billion-dollar market is expected to continue its growth streak thanks in large part to innovation, solutions' ability to address specific contact center issues, and the abundance of best practices.
Product Spotlight: ACCE 2006
Envision Telephony targets contact center security; etalk unveils Qfiniti Assist; Verint ties together technology and methodology; and more.
High Performance
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
The Why Factor in Speech Analytics
Don't allow the customer information that lies in recorded calls to go unreported and unnoticed--incorporating speech analytics can help improve business areas enterprisewide.
Aspect and Witness Up the WFM Ante
Aspect's latest upgrade focuses on support for outbound and blended contact center environments, while Witness Impact 360 Version 7.7 targets recording and optimization.
Verint Systems Acquires Mercom
The takeover provides a new channel to the contact center vendor, as well as a more compelling play for the growing SMB call center market.
Speech Analytics Will Be Listening
The use of this emerging technology is expected to soar over the coming years; the ability to report in real-time will begin to appear in second and third generation versions.
Full Suite Versus Best of Breed
A close look at CRM's third annual Service Leader awards issue reveals that in some areas, the age-old debate is being resolved.
The 2006 Service Leader Awards, Part 1
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Keeping Balance in the Center
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
The Year in (P)review
Looking back, and to the future: CRM trends and events to watch.
QM and Liability Recording Move Ahead
The market is on track to hit and surpass a previous forecast due to enhanced innovation, better ROI, and less-costly software-based recording.
An ICCM 2005 Product Showcase
Consolidation continues in the industry as Witness makes an impact with workforce optimization integration and Avaya helps companies with regulatory requirements.
Verint Unveils Its First Opus Offering
Extending its analytics portfolio may give the company more competitive weight.
September 9, 2005
Harte-Hanks launches new vertically focused service centers; NetSuite opens a new office in Singapore; Experian introduces a consumer classification product for France; and more.
Verint Systems Buys The Opus Group
Opus's delivery model and consultative practice place Verint in a better competitive position.
September 2, 2005
Verint Systems acquires Opus Group for $12 million; 3Com teams with Nuasis to deliver contact center tools; and more.
Tech Solution: Agent Training Applications
Business Problem: Customer satisfaction levels are too low and agents are not sufficiently cross- and upselling products.
The Next Step in Anger Management
Speech analytics solutions are enabling companies to track and analyze emotional cues.
July 19, 2005
Empirix and Genesys announce a joint GVP monitoring solution; Sendia releases a wireless business platform; Fred Alger prospers from Proposal Software; and more.
Fatter Functionality For Speech Analytics
CallMiner adds to its analytics suite a new Web-based reporting and analysis tool that automates the delivery of customized reports.
June 28, 2005
Aspect Communications launches Uniphi Suite 6.1; Siebel and IBM reach an agreement; Aprimo has a new CFO; and more.
Talk Among Yourselves
Avaya's new, enhanced call center products use SIP capabilities and instant messaging to immediately help agents help themselves.
May 5, 2005
Oracle plans to acquire PeopleSoft development centers; Kintera hires three senior high-tech leaders; and more.
Autonomy Plans to Acquire Etalk
The provider of enterprise infrastructure software hopes to expand into the contact center; first-quarter earnings are up.
The 2005 CRM Service Leaders--Part I
CRM magazine presents the Service Leaders awards to the most impressive providers of customer care architecture, technology, and services who have worked tirelessly over the past year to improve their capabilities so that contact centers can go about their crucial business more efficiently and effectively than ever before.
March 18, 2005
Oracle ups the ante for Retek; Kevin Martin is named new chairman of the FCC; Onyx appoints a new CFO; and more.
March 15, 2005
The City of Indianapolis turns to citizen relationship management; i360technologies to purchase Cantilever Technologies; Aspect Communications releases eWorkforce Management 6.3; and more.
March 1, 2005
OmniAmerican Credit Union selects Open Solutions; IBM launches Business Partner initiatives; the latest version of SAS Enterprise ETL Server is released; and more.
QM Is Poised For Growth
The quality management and liability recording market is expected to grow significantly.
February 25, 2005
SITEL GmbH taps IEX's workforce management solution; Verint colors The Orange Group's contact centers; NuTech Solutions leads to time reduction for Beiersdorf AG; and more.
December 2, 2004
NetSuite announces NetSuite Holiday Mall; Sales Performance International launches a new consulting practice; Verint reports third quarter results; and more.
November 30, 2004
Verint Systems is providing ULTRA secrets for Delaware Investments; Kalido implements an application suite; Cincom Systems announces the latest version of Synchrony; and more.
Wires: News and Technology for September 10, 2004
Verint Systems reported record sales of $60,167,000 for its second fiscal quarter of this year, ended July 31, 2004; and more.
Contact Center Vendors Optimize Their Own Performance
Presenting financial information from 2003, the report analyzes the workforce management market.
ICCM Shines Its Spotlight Again
A roundup of call center solutions for now and in the near future.
The Week in Review: July 2, 2004
Siebel Systems announced that Jostens has expanded its deployment of Siebel Analytics enterprisewide; LiveBridge announced that it has hired Curt Swaggart as director of operations in the company's Delhi, India, contact center; and more.
The 2004 Service Leaders--Part II
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
The Week in Review: January 9, 2004
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
The Week in Review: September 19, 2003
To compete North American and Western European IT services vendors must shift their domestic resource mix to meet three criteria; Dendrite International announced this week that it has established a fully dedicated pharmaceutical CRM-effectiveness business unit; and Concerto Software announced the appointment of Peter Nicol as vice president of the company's European and African operations.
ICCM News Roundup
Envision introduces a workforce management tool; Verint's ULTRA Express leverages every customer contact to optimize call centers' processes; and Aspect Iphinity Call Center and Aspect Iphinity Workforce Management (WFM) are designed to bring enterprise level functionality to SME contact centers.
ICCM Tip: Make It Personal
Rogers' message was for organizations to focus on individual customers based on the information customers provide.
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