Engage 2017 | Breakout Session Descriptions

Breakout Session Descriptions

Here are just a few of the breakout sessions we currently have planned. Session descriptions are being updated daily, so be sure to check back soon. Click here to return to the agenda overview page or to see a full listing of available tracks.

Please choose from one of the following tracks to filter the list:

Authentication and Compliance

Application Monitoring: A Case Study

Hear how the largest privately held outsourcing provider of call center management and collection agency services in North America leverages intelligent alarming to prevent application downtime within its contact center environment. By receiving real-time alerts and updates on application status, the company found that no other service offers this level of application intelligence to maximize uptime and, in turn, service delivery.

Authentication and Compliance

Identity Authentication and Fraud Detection: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

Authentication and Compliance

Phone Fraud: It’s Real, and You Are At Risk

Phone fraud attack is typically multiple calls: Fraudsters probe, test, and then commit fraud. You might see when fraud gets to your agent, but can you identify it in your IVR? In this session, we share a case study on how a large business process outsourcer combatted phone fraud using advanced data analytics. Learn about real examples of fraud, how today’s detection falls short, and how analytics can stop fraud in its tracks.

Authentication and Compliance

Comply – or Else!

Regulations and mandates have increased dramatically in the financial and other industries around the globe, accompanied by severe penalties and risks associated with not complying. Hear some examples of these regulations, what your organization can do to comply, and how Verint solutions can help across different modes of customer interaction.

Authentication and Compliance

Meeting the Global Financial Compliance Regulation

As the number of global financial compliance regulations increase, so does the need to improve compliance and surveillance across your business. Join Verint and its technology partners to discuss how improvements to multimedia communications capture in finance and trading floor environments—including instant messaging and cell phone recording, through to speech and text analytics—can form part of a wider surveillance and trade alerting platform. Learn more about the impact of the European MiFID II regulation, as well as other local regulatory frameworks such as the Dodd-Frank act.

Authentication and Compliance

Compliance Recording – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Opérations des back offices

Coming into Focus: Using Verint to See the True Picture of Productivity

Hear how a leading financial services firm uncovered opportunities to improve back-office and contact center employees’ time spent in production through the use of desktop and process analytics, scorecards, and workforce management. Get insight into “traps” to avoid to ensure you are gathering good data. Then, discover exactly how Verint Operations Visualizer can give your managers the insight needed to coach employees to achieve their productivity potential.

Opérations des back offices

Further Optimize Your Back Office with Work Allocation Manager

Distributing the right piece of work to the right person at the right time is a challenge in the back office. This session will walk you through the steps to set up Work Allocation Manager to help you prioritize and distribute work more effectively. Learn how to leverage the solution to help you transform your back-office operations into a purveyor of operational effectiveness and customer satisfaction.

Opérations des back offices

Getting Started with Robotic Process Automation

This how-to session provides step-by-step procedures for automating your organization’s processes using Robotic Process Automation. Discover the top process categories that are ripe for automation, and the steps you can take to prioritize them.

Opérations des back offices

Back-Office Operations – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Opérations des back offices

Create a Winning Strategy with Workforce Management and Desktop and Process Analytics

Get a view into maximizing employee productivity and engagement by integrating workforce management (WFM) and desktop and process analytics (DPA) into inbound, blended, and back-office contact centers. Take a walk with a leader in digital financial services through its journey of launching WFM and DPA into its loss mitigation and collection centers. Learn about how it conducted change management, identified and executed quick wins, and overcame obstacles to create an effective strategy.

Opérations des back offices

Using Desktop and Process Analytics to Navigate the Path Forward with Robotic Process Automation

Robotic process automation (RPA) is hot right now, but implementing a new solution can be challenging when you are learning how to “fly the plane” while you build it. Learn how a health insurance company used Desktop and Process Analytics (DPA) as a guide to set it up for success. Discover DPA best practices and tips for preparing to implement and use RPA effectively.

Opérations des back offices

Secrets of Performance Management Success

How can you leverage Verint’s Performance Management Solution to drive business outcomes? Find out when a panel of experts empowers you with insights you can bring back to your organization, including best practices, effective metrics, and insights on using the solution in different environments, such as back-office, contact center, and blended environments.

Opérations des back offices

Enabling Quality Management for Complex, Multi-Touch Processes in Back-Office Operations

Work often starts in the contact center, and transitions through different people and systems into the back office. Verint Strategic Desktop and Process Analytics now includes functionality to capture data on each employee's contributions for faster, more scalable quality review. Learn how this data can help your organization assess individual performance as part of a holistic, enterprise quality initiative.

Opérations des back offices

Venturing Beyond the Contact Center: Practical Steps on Getting Started

Want to expand the benefits of your Verint solutions to other areas in your organization? Join this session for pointers on where and how to get started.

Opérations des back offices

Using Process Discovery to Create Baselines for Automation and Improvements

A leading technology provider returns to share its expanded use of Verint Strategic Desktop and Process Analytics into new areas and advanced applications. The company is using Process Discovery to baseline its processes and identify opportunities for streamlining, automation, and improvements. Learn from its successes and challenges in implementing process triggers, and find out how it measures the impact of process changes across the organization.

Opérations des succursales

Getting Started with Robotic Process Automation

This how-to session provides step-by-step procedures for automating your organization’s processes using Robotic Process Automation. Discover the top process categories that are ripe for automation, and the steps you can take to prioritize them.

Opérations des succursales

Connecting the Store and Branch Experience to Other Channels

Customers expect seamless service and support when interacting with your organization, regardless of interaction point. Hear how companies in retail, insurance, banking, and government are responding to customer needs and making changes to technology, internal processes, training, and more to impact the customer experience.

Opérations des succursales

Quality Beyond the Contact Center: Face-to-Face Recording in the Branch

Learn how Verint is collaborating with a large bank to leverage face-to-face recording of interactions between employees and customers in its branches to increase effectiveness of coaching and improve quality, compliance and sales effectiveness.

Opérations des succursales

Today's Changing Workforce: How Branches Are Responding and Evolving

Millennials are part of today’s workforce, posing new challenges to your organization. How can you accommodate employees who have been raised with technology and expect the same tools at work that they have at home? Hear discussions from a panel of industry experts on how branch offices can adapt their roles, floor plans, hiring and training process, and more to reach these employees.

Opérations des succursales

How to Manage Your Branches Using Actionable Intelligence

Learn how to leverage performance management scorecards as a management framework to optimize your branch operations in this session. Specific key performance indicators will be discussed and a demo shown to share recommendations on best practices that can be applied to your organization.

Opérations des succursales

Verint Community Live! - Branch

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Opérations des succursales

Branch User Group Meeting

Join us in the Product Innovation Zone for a user group meeting focused on using Verint solutions in branch operations.

Opérations des succursales

Branch Workforce Optimization – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Desktop Analytics, Automation and Robotics

Getting Started with Robotic Process Automation

This how-to session provides step-by-step procedures for automating your organization’s processes using Robotic Process Automation. Discover the top process categories that are ripe for automation, and the steps you can take to prioritize them.

Desktop Analytics, Automation and Robotics

Create a Winning Strategy with Workforce Management and Desktop and Process Analytics

Get a view into maximizing employee productivity and engagement by integrating workforce management (WFM) and desktop and process analytics (DPA) into inbound, blended, and back-office contact centers. Take a walk with a leader in digital financial services through its journey of launching WFM and DPA into its loss mitigation and collection centers. Learn about how it conducted change management, identified and executed quick wins, and overcame obstacles to create an effective strategy.

Desktop Analytics, Automation and Robotics

Using Desktop and Process Analytics to Navigate the Path Forward with Robotic Process Automation

Robotic process automation (RPA) is hot right now, but implementing a new solution can be challenging when you are learning how to “fly the plane” while you build it. Learn how a health insurance company used Desktop and Process Analytics (DPA) as a guide to set it up for success. Discover DPA best practices and tips for preparing to implement and use RPA effectively.

Desktop Analytics, Automation and Robotics

Enhance Compliance, Efficiency, CX, and Sales with Desktop and Process Analytics

A leading personal lines insurer shares how it maximizes the use and potential of Verint Desktop and Process Analytics within its contact center operations. Hear how the company combines powerful capabilities of data tagging with the advanced use of Verint Speech Analytics, leveraging Application Analysis reports and more to extract meaningful and actionable information for more intelligent business decisions, greater efficiencies, improved customer experience, higher sales, and increased compliance.

Desktop Analytics, Automation and Robotics

Transformers: The Prominence of Culture and Change Management

Non-profit health insurer Excellus BlueCross BlueShield provides insight into its top-down, far-reaching commitment to its culture and employees. Learn how this serves as a foundation for success and enables incredible transformation. The insurer will share how its culture—which drives true transparency—strong partnership with Verint, and a fully-engaged employee user group directly fueled the successful implementation and acceptance of Verint Desktop and Process Analytics and new processes within its back-office operations.

Desktop Analytics, Automation and Robotics

Verint Community Live! – Desktop and Process Analytics / Robotics

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Desktop Analytics, Automation and Robotics

Using Process Discovery to Create Baselines for Automation and Improvements

A leading technology provider returns to share its expanded use of Verint Strategic Desktop and Process Analytics into new areas and advanced applications. The company is using Process Discovery to baseline its processes and identify opportunities for streamlining, automation, and improvements. Learn from its successes and challenges in implementing process triggers, and find out how it measures the impact of process changes across the organization.

Desktop Analytics, Automation and Robotics

Desktop Analytics, Automation, and Robotics – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Engagement des collaborateurs

Verint Community Live! – Knowledge Management

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Engagement des collaborateurs

Knowledge Management: Increasing Adoption of Knowledge in the Enterprise

A leading insurance company and SPAR Solutions, a global systems integrator partner of Verint, discuss challenges, strategies, and best practices around the adoption of knowledge management (KM) across the enterprise. Hear recommended approaches for effectively integrating your KM solution into your front- and back-office functions to promote successful adoption, usage, and results.

Engagement des collaborateurs

Getting Ready to Fly: A Verint Success Story

Over the past several years, a document technology and services leader has presented its knowledge management journey – from crawling, to walking, to running. Continuing the theme, the company returns this year to share how it’s now getting ready to fly! Hear how it is implementing a headless interface for integration with a multitude of CRM systems, moving its product customer self-feature to the Verint Employee Engagement enterprise platform, improving search accuracy, and much more.

Engagement des collaborateurs

Best Practices in Knowledge Management: Value-Driven Knowledge Management

The secret to success in Knowledge Management (KM) lies in aligning your KM activities and measurements to the business value you seek to create. Learn more about Verint’s emerging Value-Driven KM model, which correlates specific KM capabilities to outcomes and KPIs that can be matched directly to support and service objectives. Discover how this model can give you a full line of sight across your KM program capabilities and actions.

Engagement des collaborateurs

Where to Begin with Employee Desktop Transformation

Is your organization struggling with a complicated set of disparate systems on the employee desktop? Do you want to consolidate applications into a unified desktop, but feel overwhelmed and don’t know where to begin? Here’s your chance to learn best practices for embarking on a desktop transformation process that can pave the way to success.

Engagement des collaborateurs

Enhancing the Value of Your Verint Portfolio with Knowledge Management

Savvy organizations are expanding their existing workforce optimization and customer analytics tools to include knowledge management. Using existing Verint solutions in conjunction with Verint Knowledge Management can dramatically improve operational efficiency, employee engagement and customer satisfaction. Hear customer examples and learn best practices for unleashing the power of your existing Verint portfolio with knowledge management.

Engagement des collaborateurs

Introducing Verint Knowledge Management Professional Edition

Has your organization considered deploying knowledge management but thought it too expensive? Or do you have a need for knowledge management but very little budget or time to deploy? Verint now offers a simplified Professional Edition, helping organizations be up and running with cloud-based knowledge management at a lower cost and faster deployment time. In this session, you'll see a demonstration of Verint Knowledge Management Professional Edition and learn how to get started.

Engagement des collaborateurs

Employee Engagement: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

Engagement des collaborateurs

Employee and Customer Engagement – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Engagement des collaborateurs

Verint Community Live! – Channels, Self-Service, and Employee Desktop

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Canaux d'engagement

Connected Products: Lessons from the Field

How do you effectively support business-critical programs while optimizing performance for large contact centers? The answer: connected products. During this session, learn how a nationally recognized provider of business and customer relationship management services creatively used data from workforce optimization, interactive voice response, personalization, and other products to redesign processes and improve performance. Get tips, tricks, and insights that can help you nail your performance goals and service levels.

Canaux d'engagement

Customer Communities 101 - An Introduction

What are social communities, and how can they help your organization? This is your chance find out—and to learn about the Telligent Community platform that is now part of Verint’s solution portfolio. Hear customer-specific use cases to help you understand how communities can create business value in your organization.

Canaux d'engagement

Customizing the Experience: Delivering Successful Self-Help

Self-help lets customers get answers quickly and helps organizations address common questions online, freeing support groups to focus on more complex inquiries. Learn how a leader in GPS navigation successfully implemented self-help by focusing on how customers think about and use products, and tailoring the self-help experience to fit. Through best practices and a live demonstration, see how the company evolved a straightforward, effective self-help journey using Verint Knowledge Management.

Canaux d'engagement

Are You Leaking Business Intelligence from Your Mobile Communications?

Do you have visibility into what employees are saying to your customers, and what customers are saying about you on mobile devices? Learn how to address this gap and help deliver mobile phone capabilities to your employees without compromising control, quality, or compliance. Uncover how to mobilize your Verint Customer Engagement Optimization solution, mine valuable business intelligence from your mobile communications, and ensure a seamless, simple user experience for your employees.

Canaux d'engagement

Customer Communities 201 - Inside Telligent Community (A Crash Course)

This fast-paced session focuses on the Telligent Community product and examines the features that can drive value for customers and your organization. The session assumes prior knowledge of the value of communities and how they are used (which can be obtained by attending Customer Communities 101). Attendees will walk away with a solid understanding of the powerful capabilities of Telligent Community.

Canaux d'engagement

Engagement Channels: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

Canaux d'engagement

The Science of Easy – Speech Analytics at Schwab Makes It Easier for Our Clients

At Charles Schwab, speech analytics is a way of doing business within the firm’s retail contact centers. Using speech analytics, client interaction surveys, and usability testing, Schwab discovers opportunities to make it easy for clients to do business with the organization. In this session, learn how the retail contact center team delivers empirical voice of client feedback from the contact center floor to the c-suite, predicts call volume for certain market events, and influences client-facing product design decisions.

Government (State/Local)

Verint Community Live! – Government and Public Sector

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Government (State/Local)

Tipping the Balance Toward Self-Service

Since its launch in 2006, San Francisco 311 has answered more than 19 million calls, created over three million service requests, and in 2016, created more self-service requests than agent-assisted requests. Hear from the 311 center’s Deputy Director on the experience of migrating to the latest version of LAGAN, as well as moving to the new knowledge base and web-based client. Find out what changed, what stayed the same, and how the center improved processes for individuals and agencies.

Government (State/Local)

Digital First Transformation – Why, What, Where, and How?

What is digital first transformation? Learn about the underlying concepts of a digital first transformation, why it is important, and the benefits that can be realized. You will also discover how to get started with a digital first strategy and learn some pragmatic approaches to overcoming the barriers to success.

Government (State/Local)

Upgrading Systems and Citizen Services

Hear how the City of Rochester’s review of service processes and requirements, prior to upgrading to the latest version of LAGAN, indirectly led to a creative solution for keeping citizens informed and satisfied with city snow clearing services. Learn how and why the city decided to review its citizen-facing service processes, and how the new approach to “snow plow queries” could be beneficial when dealing with other exceptional and emergency events.

Government (State/Local)

Verint's Digital First Transformation Vision and Strategy (LAGAN) - Part 1

Most organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Take an in-depth look at the capabilities, benefits, and opportunities provided by Verint’s Digital First Customer Engagement proposition (LAGAN), including solution demonstrations, upgrade pathways, and details on 2017 releases. This is Part 1 of a three-part session that continues after lunch.

Government (State/Local)

Verint's Digital First Transformation Vision and Strategy (LAGAN) - Part 2

Most organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Take an in-depth look at the capabilities, benefits, and opportunities provided by Verint’s Digital First Customer Engagement proposition (LAGAN), including solution demonstrations, upgrade pathways, and details on 2017 releases. This is Part 2 of a three-part session that continues at 3:15 p.m. on Wednesday.

Government (State/Local)

Verint's Digital First Transformation Vision and Strategy (LAGAN) - Part 3

Most organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Take an in-depth look at the capabilities, benefits, and opportunities provided by Verint’s Digital First Customer Engagement proposition (LAGAN), including solution demonstrations, upgrade pathways, and details on 2017 releases. This is Part 3 of a three-part session that starts on Wednesday morning.

Government (State/Local)

State and Local Government – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Voice of the Customer – Feedback

Voice of the Customer – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Voice of the Customer – Feedback

The Revenue Impact of CX: How to Prove the Value of Your Program

What if you could prove the revenue impact of your CX program? What if you could identify the top actions your organization can take to drive revenue and loyalty? Join Forrester’s Roxana Strohmenger, Vice President, CX Index, to understand how to create tight linkage between your CX program and financial metrics.

Voice of the Customer – Feedback

No Rules, Just Right: How Outback Steakhouse Listens to Customers Across Channels

How do businesses connect the physical and digital customer experience in today’s omnichannel world? Casual dining chain Outback Steakhouse explains how it captures the digital voice of the customer (VoC) in cross-channel transactions, such as online orders and restaurant pick-ups. Learn how the company uses digital VoC and other types of feedback to gain insight into the overall customer experience it delivers.

Voice of the Customer – Feedback

Happily Ever After: Using the Voice of the Customer to Deliver Better Experiences

Your customer is always right—right? But can you pair customer voices with their actual experiences? Can you segment that information into actionable data? Does the thought of reading customer comments make you run into the security of your comfy data cube? In this non-fiction tale, learn how to get the most from your digital voice of the customer solution, ranging from implementation to integration, to internal use and best practices.

Voice of the Customer – Feedback

Getting to Number 1 in Customer Experience

How can you become a customer experience leader? Find out in this session devoted to case studies and innovative approaches to nailing your CX program!

Voice of the Customer – Feedback

Deploying Global Employee Satisfaction Surveys with Verint Enterprise Feedback Management

Hear about the “Let Your Voice Be Heard” culture and pursuant global employee satisfaction program of a leading business process outsourcer. Discover what goes into the planning, development, implementation, reporting, and action planning for a survey that is deployed to 50 000+ employees in more than 20 countries and eight languages by a virtual team of more than 30 people worldwide – and routinely achieves a 90 percent participation rate!

Voice of the Customer – Feedback

Integrating EFM with Enterprise Systems : Strategies for Success

Integrating enterprise feedback management (EFM) with enterprise systems can automate manual processes and reduce the overall time to value. In this informative session, you'll hear real-life strategies used by the world's largest staffing company to integrate the Verint EFM platform into legacy enterprise systems for bigger picture views of data and customer feedback.

Voice of the Customer – Feedback

The Power of an NPS Process – Building Long-Term Relationships of Increasing Value

Paramount to Urban Science’s success is ensuring that its global group of client partners are completely satisfied, that it has the pulse on its clients’ challenges, and that it rapidly and effectively addresses issues. Take a first-hand look at the company’s innovative Net Promoter Score® (NPS) process, which is at the core of its culture and strategies, and learn how Verint Enterprise Feedback Management enables seamless delivery of its global client relationship survey and direct access to client data.

Voice of the Customer – Feedback

Digital Voice of Customer – Richer Insights, Better Business Outcomes

What happens when Canadian telecommunications company Bell Canada makes the online customer experience a top priority and uses website session replay to review and analyze website visitor feedback? Find out how this game-changing solution, coupled with website “voice of the customer” analysis, is enabling the company to gain deeper, in-the-moment insight into web sessions—and identify the root cause of issues for rapid resolution.

Voice of the Customer – Feedback

Verint Community Live! – Customer Experience / Enterprise Feedback Management / OpinionLab

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Voice of the Customer – Feedback

Voice of the Customer Solutions: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

Voice of the Customer – Speech

Tackle Net Promoter Score with Verint Speech Analytics Version 15,1

This highly engaging "show and tell" session explores how to leverage Verint Speech Analytics Version 15,1 to tackle Net Promoter Score®. Find out how to leverage the application’s powerful functionality to discover the keywords spoken most frequently by detractors, understand common pain points, expertly gauge customer sentiment, and combine the results to prioritize which calls to analyze first to glean the most valuable and actionable insights.

Voice of the Customer – Speech

Achieving World-Class ROI with Speech and Text Analytics

A unique global business process outsourcer shares its secrets in building a holistic voice of the customer practice powered by speech and text analytics. This world-class organization is driving significant ROI for its clients by automating quality, building predictive Net Promoter Score® (NPS) models, and mapping customer journeys across channels. In turn, it has increased NPS eight percent, grown sales 15 percent, and reduced costs by some $2,5 million through the elimination of over 800 000 contacts a year.

Voice of the Customer – Speech

Cracking the Confusion Category: Breaking Large Categories into Bite-Size Pieces

Speech analytics and experience design team members from a member-owned, not-for-profit financial cooperative with more than one million members take you through their process of breaking down a large speech analytics sentiment category (“confusion”) into manageable pieces. Learn how they do this without speaker separation and the meaningful results provided to the business. Walk away with an understanding of how you too could benefit from a similar process and approach.

Voice of the Customer – Speech

Speech Analytics Isn’t Just For Customer Service Anymore

You use speech analytics successfully with customer service, but are you missing out on opportunities to apply the capabilities elsewhere? After years of using the technology only for customer service, Lincoln Financial Group expanded the solution’s application to sales, gaining valuable insight into product launches and changes for the benefit of management, the business, and customers alike. Hear lessons learned to help you efficiently expand the use of speech analytics across your own organization.

Voice of the Customer – Speech

Verint Community Live! – Speech and Text Analytics

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

Voice of the Customer – Speech

Speech Analytics: What We Do and How We Do It

A large financial services industry leader shares how it evaluated the ROI for its initial deployment, how resources are organized around a Center of Excellence for Speech Analytics, and the use cases that continue to deliver benefit for the firm. Learn how this organization’s three-year journey with speech analytics technology has evolved from a call study focused on a single business process, to support what is now multiple work streams across many segments of the business.

Voice of the Customer – Speech

Speech Analytics 2,0 – The Journey from Descriptive Analysis to Prescriptive Insight

Have you ever combined speech data with internal data sources to triangulate around an issue or opportunity? Join the Express Scripts speech analytics team on its journey from providing descriptive call listening studies to prescriptive insight that empowers the business. Learn how the team leverages speech analytics with other data sources to enable automated understanding of caller intent, agent performance opportunities, and patient persona segmentation.

Voice of the Customer – Speech

Driving Process Improvements with Speech Analytics

Navy Federal Credit Union, ranked #1 in Full-Service Banking for Customer Experience by Forrester’s 2016 CX Index™ and recognized as “Best in Class," delivers voice of the customer data to functional areas across the organization. Learn about the composition and role of the credit union’s experience analytics team. Then, gain even greater insight as the team shares a variety of actual speech analytics process improvement use cases—from limited scope, similar function to broad scope, cross-functional efforts.

Voice of the Customer – Speech

Voice of the Customer – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

Voice of the Customer – Speech

Finding ROI in a Mid-Sized, Well-Understood Contact Center

What happens when an ROI-focused customer service team uncovers a business-critical problem and must convince senior management to make changes to longstanding processes in the contact center? Find out how a team at a premier cruise line operator did exactly that by using speech analytics to identify and implement an innovative solution that delivered a 50-second reduction in average handle time.

Voice of the Customer – Speech

Speech Analytics 101 – Speech Analytics for Beginners

Are you considering speech analytics but unfamiliar with the technology? Do you understand how it works, but struggle with how to apply it? Learn how to put speech analytics into context and make the connection between what it is and how it can work for your organization, so you can look at the customer experience in a whole new way and get even more out of it.

Voice of the Customer – Speech

Driving Quality and Sales with Speech Analytics

A major Japanese business process outsourcer shares how it utilized speech analytics to effectively enhance quality management, reducing the time requirement by 65 percent and, in turn, taking out cost, and increase sales by almost $500 000 year over year. Discover how the company better visualizes and quantifies customer interactions to make more insight-based and faster decisions about customer service and its overall operations.

Voice of the Customer – Speech

Speech Analytics Version 15,1– Trading a Lincoln for a Lamborghini

Learn how you can really accelerate your speech analytics program. In this joint session with Verint, one of Canada’s leading telecommunications companies shares its experience using Verint Speech Analytics Version 15,1. Hear, through real-life use cases, how it puts new and existing features into action to drive high-octane results. Gain a better understanding on how you too can take your speech analytics program from zero to sixty in record time!

Voice of the Customer – Speech

A Customer Analytics Trifecta - Reducing Repeat Callers, Increasing FCR, and Improving CSAT

Learn how a leading managed healthcare company uses Verint Customer Feedback, Speech Analytics, and Text Analytics to reduce repeat callers, increase first call resolution, and improve customer satisfaction. Using real examples to show a comparison of the customer experience without the use of customer analytics technology, the presenters will demonstrate how the company innovatively collects, analyzes, and acts on customer feedback to identify opportunities for improvement and implement processes for change.

Voice of the Customer – Speech

Voice of the Customer Solutions: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

WFO – Quality & Performance Management

Creating a True Customer-Centric Culture

Learn about a leading service provider's evolution to customer engagement optimization. Discover how the organization leverages Verint Workforce Management, Quality Monitoring, Employee Desktop and Scorecards—along with an innovative "Three C's" CX strategy—to drive award-winning customer experience and customer service.

WFO – Quality & Performance Management

Executive Perspectives in an Omnichannel World

In this interactive session, the president of Execs In The Know and a senior vice president from a leading Canadian Bank explain how organizations can drive enterprise and contact center customer engagement through digital channels. Discussion will include a day in the life of a bank client and demonstrate how evolving customer needs and expectations have driven significant change in the contact center and enterprise, including growth in chat, email, and social channels.

WFO – Quality & Performance Management

Verint Community Live! – Quality

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

WFO – Quality & Performance Management

Workforce Optimization: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

WFO – Quality & Performance Management

Contact Center of the Future: The Next Gen Worker and Evolution of Industry Trends

Things are changing radically in the contact center, where executives are focusing more than ever on employee retention while preparing for the unique requirements and expectations of Millennial generation workers, who already make up more than 50 percent of the workforce. Join this lively session to review the tools, techniques, and technology available to help you proactively manage today’s realities and tomorrow's possibilities for contact center and employee engagement.

WFO – Quality & Performance Management

Secrets of Performance Management Success

How can you leverage Verint’s Performance Management Solution to drive business outcomes? Find out when a panel of experts empowers you with insights you can bring back to your organization, including best practices, effective metrics, and insights on using the solution in different environments, such as back-office, contact center, and blended environments.

WFO – Quality & Performance Management

Enabling Quality Management for Complex, Multi-Touch Processes in Back-Office Operations

Work often starts in the contact center, and transitions through different people and systems into the back office. Verint Strategic Desktop and Process Analytics now includes functionality to capture data on each employee's contributions for faster, more scalable quality review. Learn how this data can help your organization assess individual performance as part of a holistic, enterprise quality initiative.

WFO – Quality & Performance Management

Verint Community Live! – Performance Management / Scorecards

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

WFO – Quality & Performance Management

Verint Community Live! – Recording (Phone and Non-Phone)

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

WFO – Quality & Performance Management

Cloud ACD to WFO: You Complete Me

You have a powerful new cloud ACD ... but you still have a legacy workforce optimization (WFO) solution that you’re loath to replace. When your cloud ACD and WFO are two discrete solutions running on separate instances, are they working together or operating in parallel? Learn the benefits of full integration of your cloud ACD and WFO, and why having your cloud ACD with a side of WFO is not the most effective use of either resource.

WFO – Quality & Performance Management

Leveraging Verint Solutions in a Global Contact Center Environment

Embark on a journey that explores standardizing multiple contact centers across the globe on the Verint platform. Gain insight into how leveraging the tools more broadly and uniformly can help you more effectively measure the progress of new agents, identify process improvements, enhance customer satisfaction, and deliver an outstanding customer experience.

WFO – Quality & Performance Management

Venturing Beyond the Contact Center: Practical Steps on Getting Started

Want to expand the benefits of your Verint solutions to other areas in your organization? Join this session for pointers on where and how to get started.

WFO – Quality & Performance Management

Keys to Deployment Success in a Massive Workforce Optimization Implementation

What happens when one of the world’s largest CRM outsourcers rolls out Verint Workforce Optimization to more than 60 000 agents at 36 sites? In 2016, Atento did exactly that. Find out what made this implementation so successful and discover some tips that you can take away and apply immediately to your own implementations and daily business activities—regardless of the size of your organization.

WFO – Quality & Performance Management

Quality and Performance – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

WFO – Workforce Management

Looking Ahead with Verint Version 15,1

With its upgrade to Verint Workforce Optimization and Speech Analytics V15.1 in the rearview mirror, a leading enterprise software company shares lessons learned and what made the upgrade a success. Learn how it is getting great value out of its shiny, new Verint products today and how it’s looking ahead to expand the use of these tools globally, with demand for Workforce Management leading the charge.

WFO – Workforce Management

Finding ROI in a Mid-Sized, Well-Understood Contact Center

What happens when an ROI-focused customer service team uncovers a business-critical problem and must convince senior management to make changes to longstanding processes in the contact center? Find out how a team at a premier cruise line operator did exactly that by using speech analytics to identify and implement an innovative solution that delivered a 50-second reduction in average handle time.

WFO – Workforce Management

Workforce Optimization: What’s New, and What’s Next?

Learn about the latest solution features and what’s planned in the future to help meet your business needs.

WFO – Workforce Management

From Fixed to Flex Scheduling

Crystal Run Healthcare has maximized its investment in Verint Workforce Management (WFM) and optimized its operations by adopting flex scheduling practices. Discover why and how the company’s WFM team positioned flex scheduling internally with different stakeholders, effectively planned and modeled for it using the WFM software, and phased in the changes. Learn how the organization has benefited from the combination of WFM software and new practices – and how you can, too!

WFO – Workforce Management

Best Practices for Increasing Schedule Flexibility

The shifting workforce demographic demands new ways to attract and retain good employees. Being a contact center agent is a challenging job, but it is possible to promote job satisfaction by providing flexible options for time off when the agents need it. Come to this session to hear some great ideas for schedule flexibility to retain high performers while meeting the demands of the business.

WFO – Workforce Management

Verint Community Live! – Workforce Management

If you are in an existing user group and or just want to learn more about Verint solutions, this is the session for you. Share best practices, ask questions, and exchange ideas with Verint experts and other users.

WFO – Workforce Management

Ensuring Smooth Sailing Ahead with Strategic Planner

A leading premier cruise line showcases the power of Verint Strategic Planner by sharing best practices learned and benefits experienced. Hear about best practices that the cruise line operator’s workforce management team gained not only from personal experience, but also acquired from some of the most advanced and knowledgeable users in the customer service industry as it sails the workforce optimization seas.

WFO – Workforce Management

Optimizing Your Workforce in a Multi-Touch, Omnichannel World

With the increase in customer touch points and digital channels being offered, it is more important than ever to ensure your workforce management and optimization tools can adapt to ensure operational and employee efficiency and effectiveness. In this session, hear how you can deliver consistent service across all channels and how workforce optimization and performance capabilities ensure an engaged omnichannel workforce.

WFO – Workforce Management

Rewrite the Rules with Automation

Learn how leading enterprise companies are rewriting the rules to create significant value with intraday automation. Many workforce management teams are using automation to improve adherence, eliminate exception entry, and more. Discover how industry leaders achieve these new workforce efficiencies, what they learned along the way, and how this type of innovation has had an exciting and rewarding impact on the roles and careers of workforce management professionals.

WFO – Workforce Management

Workforce Management – Coffee Talk

Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference.

WFO – Workforce Management

Leveraging Verint Solutions in a Global Contact Center Environment

Embark on a journey that explores standardizing multiple contact centers across the globe on the Verint platform. Gain insight into how leveraging the tools more broadly and uniformly can help you more effectively measure the progress of new agents, identify process improvements, enhance customer satisfaction, and deliver an outstanding customer experience.

WFO – Workforce Management

Contact Center of the Future: The Next Gen Worker and Evolution of Industry Trends

Things are changing radically in the contact center, where executives are focusing more than ever on employee retention while preparing for the unique requirements and expectations of Millennial generation workers, who already make up more than 50 percent of the workforce. Join this lively session to review the tools, techniques, and technology available to help you proactively manage today’s realities and tomorrow's possibilities for contact center and employee engagement.

WFO – Workforce Management

Cloud ACD to WFO: You Complete Me

You have a powerful new cloud ACD ... but you still have a legacy workforce optimization (WFO) solution that you’re loath to replace. When your cloud ACD and WFO are two discrete solutions running on separate instances, are they working together or operating in parallel? Learn the benefits of full integration of your cloud ACD and WFO, and why having your cloud ACD with a side of WFO is not the most effective use of either resource.

WFO – Workforce Management

Creating a Next-Generation Currency for Your Next-Generation Workforce

Millennials now represent about 70 percent of the US contact center workforce. The majority consider work-life balance more important than pay or career advancement, making schedule-change empowerment increasingly critical for recruiting and retaining an engaged and productive agent workforce. Learn how market dynamics are creating a “perfect storm” and how agent schedule-change empowerment can be leveraged as a “new currency” to enable contact centers to thrive in today’s economy.

WFO – Workforce Management

Digital Transformation with Cisco Contact Center and Verint Workforce Optimization Solutions

Cisco enables connected digital experiences with omnichannel access, customer context, and adaptive agent desktops. Verint enables superior agent and business performance with call recording, quality management, workforce management, performance management, customer analytics, and more. Combined, these two solution sets truly enable digital transformation. In this session, you will see exactly how 1+1 =3 with the forces of Cisco and Verint behind you.