News

SESTEK, a leading conversational automation company specializing in AI-powered solutions, has joined QATC as a Silver Corporate Partner. SESTEK’s Conversational Automation technology solutions of Analytics, Automated Quality Management & Virtual Agent, have been helping brands improve customer interactions and business insights of contact center ecosystems for 23 years. Yalim Eristiren, Regional Director of North America expressed his enthusiasm of joining QATC stating; "Organizations like Quality Assurance & Training connection play a pivotal role in education, learning, knowledge sharing, & collaborating with peers on best practices. As our team expands our solutions to North America, we look forward to collaborating with QATC members, and will be kicking off such efforts with our speaking engagement at QATC’s annual conference in Nashville, TN Sept 26-28." Conversational Automation solutions transform the way businesses operate. According to Aberdeen’s “The Intelligent Contact Center” study, AI-powered call centers witnesses a 2.4X increase in annual agent productivity and a [...]

Global leaders in contact center solutions team up to deliver operational excellence, cost savings, and customer satisfaction. Natterbox, a global innovator in contact center solutions, has announced a partnership with Playvox, a leading provider of Workforce Engagement (WEM) solutions that include AI-infused workforce management (WFM) software and Quality Management (QM) software. This strategic collaboration empowers contact centers around the world to navigate the complexities of planning, forecasting, and scheduling their workforce with ease, while maintaining operational excellence, reducing costs, and delivering exceptional customer experiences. With customers increasingly demanding hyper-personalized experiences across multiple channels, contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. By integrating Playvox’s cutting-edge WFM capabilities with Salesforce Service Cloud Voice, Natterbox customers can enjoy unparalleled efficiency and effectiveness in their sales and contact center operations. According to recent studies, contact centers that utilize advanced WFM technology can experience up to a 25% increase in [...]

Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes Middlesbrough, United Kingdom -- (BUSINESS WIRE) -- EvaluAgent, a contact center quality assurance and performance improvement software, announced today that it raised $20 million in a Series A round from PeakSpan Capital, a Silicon Valley and New York City based investment firm focused on growth-stage B2B software companies. EvaluAgent’s feature-rich platform built by executives with decades of experience in the contact center enables organizations across the globe to evaluate every customer interaction on any channel and subsequently coach, train, and motivate agents so they can offer consistently outstanding customer experiences. The persistence of remote and hybrid work post-COVID, coupled with a paradigm shift in the perception of the strategic value of the contact center, have accelerated demand for robust quality assurance (QA) and workforce engagement management (WEM) [...]

The world’s leading employee Performance eXperience Platform recently partnered with the respected professional organization to help support call center quality assurance and training teams. New York, London, Tel Aviv, June 16,  2023 – Centrical, a global SaaS company, and the Performance eXperience Platform for frontline employees is pleased to announce its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centers do business, and this is especially true for quality assurance teams. QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal. By connecting quality assurance teams, [...]

June 12 - Is your Training team ever spread thin?  Do you often rely on your support staff, management or your top Customer Service Performers to assist in training, side-by-sides, peer support, and small group sessions? We recently had small group sessions with our support staff and management to take a moment and revisit Bloom’s Taxonomy.  Bloom's taxonomy is a set of hierarchical models used for classification of educational learning objectives into levels of complexity and specificity. It is frequently used to structure curriculum learning objectives, assessments and activities.  The models were named after Benjamin Bloom, who chaired the committee of educators that devised the taxonomy. He also edited the first volume of the standard text, Taxonomy of Educational Objectives: The Classification of Educational Goals.     These sessions helped us share information to assist them by: Sharing reminders and awareness of adult learning principles. Making sure we don’t just stop at the Applyingsection of Bloom’s [...]

Contact center leaders to provide best-in-class AI and cloud-based workforce engagement solutions  SUNNYVALE, Calif., March 17, 2023—Playvox, the leading provider of Workforce Engagement Management (WEM) solutions for digital-first contact and support centers, today announced a strategic partnership with NeuraFlash, a leading AI and Consulting/ ISV Partner of Salesforce and AWS. Together, the companies will offer best-in-class integrated solutions leveraging AI and automation to transform customers’ cloud-based contact center workforce engagement experiences. “Our customers are increasingly demanding workforce engagement to better manage their contact centers,” said Brett Chisholm, CEO of NeuraFlash. “It was clear early on that Playvox was the best partner for transforming our customers’ contact center experience. The company’s proven track record, deep industry expertise and workforce engagement, along with the tight integration to Salesforce solutions, combined with the power of AI, will be instrumental in achieving better business outcomes.” “Following the Playvox partnership announcement with Salesforce in January, we [...]

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange SUNNYVALE, Calif. — January 5, 2023— Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center. The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights. The new and enhanced workforce engagement solution for Salesforce Contact Center is available on the Salesforce AppExchange. With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. “We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation [...]

Total Quality Leverages Innovative AI and Automation to Drive Significant ROI While Reducing the Operational Effort to Manage Comprehensive Quality Programs  Engage 2022, ORLANDO, Fla., June 14, 2022 —  Verint® (Nasdaq: VRNT), The Customer Engagement Company™, today announced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagement, performance improvement, compliance adherence and an overall exceptional customer experience. The announcement was made during the company’s Verint Engage 2022 customer conference. Organizations find it more difficult than ever to deliver the desired customer experience as they grapple with new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions – all with limited budget and resources. This creates an Engagement Capacity Gap, making the need for breakthrough quality management approaches essential. With traditional Quality Management solutions, organizations monitor and evaluate only a small sampling of interactions ranging between one and three percent, which surprisingly excludes the [...]

New Integration Combines Verint Compliance Recording with Zoom Phone and Zoom Meetings MELVILLE, N.Y. , April 11, 2022 Verint® (NASDAQ: VRNT), the Customer Engagement Company™, today announced the availability of its new compliance recording integration with Zoom. This integration will help heavily regulated businesses centrally capture, retain, analyze, and retrieve communications from Zoom Phone and Zoom Meetings scenarios – including voice calling, video meetings, and screen sharing. Verint’s Compliance Recording native integration with Zoom helps organizations leverage the latest digital collaboration channels while enabling compliance with industry regulations and international banking standards. “For decades, traditional on-premise PBX systems were used to support the compliance requirements in regulated markets. Today, UCaaS and cloud-based collaboration solutions are increasingly replacing these traditional systems for this purpose,” says Verint’s John Bourne, senior vice president, global channels and alliances. “The new Verint Compliance Recording integration with Zoom now enables organizations in heavily regulated sectors to capture, [...]

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities MELVILLE, N.Y., August 10, 2021 – Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice. The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging. In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking [...]

Solution includes Intelligent Scoring of every interaction, agent self-coaching, and integrated workflows for a modernized and humanistic approach to QM RESTON, VA—(BUSINESS WIRE, April 28, 2021)—Clarabridge, a global leader in Customer Experience Management (CEM) for the world’s top brands, announced today its integrated quality management solution that is changing the game for contact centers. The rapid shift to remote work and new online service models over the past year has fundamentally changed the way customers interact with companies. Contact centers and consumers have had to adapt and evolve quickly. At the heart of this transformation are quality management and service teams, pressured to deliver a consistently high quality of service across all channels. But this is not easy to do. IDG research reports that only 15 percent of CIOs say their companies do “very well” in maintaining a consistent user experience across all communication channels. That is because most quality management [...]

Minneapolis — April 20, 2021 — Calabrio, the customer experience intelligence company, today announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice-of-the-customer business intelligence. Using the out-the-box solution, organizations gain immediate value with comprehensive dashboards that disseminate intelligent, analytics-driven insights from the contact center and focus on metrics that matter most to key functions, beginning with marketing, finance and the contact center itself. The foundation of a successful customer-centric organization lies with positioning the contact center at the heart of the business intelligence (BI) platform. Businesses know that the market landscape is evolving rapidly, led by changing customer needs and expectations. To meet the demands of today’s customer, automated AI-driven business intelligence can help the wider enterprise dynamically stay in tune with the true voice, needs, and behaviors of customers and frontline employees. “Too many businesses are spending valuable time and [...]

Miami, FL — April 30, 2019 — Clarabridge Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections (C3) conference. The technology unveiled in Miami will provide customers with a deeper understanding of the digital conversations happening on every channel, the tools to operationalize customer feedback data across all business operations, and the insights required to drive customer loyalty. “Consumers want exceptional, empathetic, and effortless experiences everywhere, and to do that, brands need to understand their customers as people,” said Mark Bishof, CEO of Clarabridge. “The innovations we’re bringing to market empower organizations to build relationships internally and externally at scale, implement insights from customer feedback data across all areas of the business, and evolve the traditional, siloed approach to customer experience into one that is data-driven and focused on digital customer care.” [...]

RESTON, Va.—BUSINESS WIRE—Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today revealed that it has closed a momentous 2018, with a record-setting fourth quarter, positioning the company for continued growth in 2019. The Clarabridge Contact Center Solution has grown in use by 800% in less than two years since launch, fueling the company’s success. In 2018, Clarabridge added nearly 100 new customers spanning Fortune 500 healthcare, financial, CPG, and high-tech institutions, and experienced a 45% increase in Q4 bookings. With its cutting-edge conversation analytics, the Clarabridge Contact Center solution has analyzed over 3.5 billion sentences since 2017, including voice calls, chat, email, chatbots, messaging and social media interactions. Together, these digital conversation channels yield critical, actionable insights that help brands around the world drive loyalty and reduce churn. Collectively across its solutions, the company has processed nearly 20 billion customer service interactions with [...]

February 11 - One of my clients, the CEO of an international agriculture business, said, “The price we pay for making things too complicated is immeasurable. It slows us down, makes for bad decisions, and scatters our efforts.” Think about those three parts of the “price we pay” for making things too complicated: 1) Making things too complicated slows us down. In today’s world, if we don’t move quickly opportunities disappear in the blink of an eye. The inability to focus and simplify means we will overthink our decisions, going back and forth with pros and cons and new considerations that we continue to add to the pile. Simplicity and focus enable us to make decisions more quickly. That’s a competitive advantage. 2) Making things too complicated makes for bad decisions. In your experience, which solutions are the most effective? Which ideas are most likely to create success? The complicated ones? [...]

MELVILLE, N.Y., March 15, 2018 — Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced new customer self-service capabilities, including intelligent virtual assistants (IVAs) and enterprise chatbots powered by an open, modular Artificial Intelligence (AI) engine. Verint is a recognized leader and innovator with a broad portfolio of self-service solutions, including IVAs, voice self-service (interactive voice response), web self-service and customer communities, all powered by knowledge management to drive consistent experiences across channels. According to Gartner, “By 2022, it will be far more common for a video-based customer support agent to also share the user interface, or for a chatbot to be used by the customer support agent while conversing with the customer. Because of this, we expect the interaction proportions of human and artificial agents to be 36% human agent intervention/participation and 85% software (a combination of self-service and software used simultaneous with the human agent engagement).”1 Of that figure, [...]

New Version Delivers Revolutionary Enhancements to Mobile Apps, Omnichannel Recording Platform and Embedded Real-Time Analytics MELVILLE, N.Y., October 10, 2017 — Verint® Systems Inc. (Nasdaq: VRNT) unveiled today the industry’s most modern solution for empowering the workforce and enhancing performance. With contemporary mobile apps that fit the way today’s employees prefer to engage, it breaks new ground for organizations striving to improve the most dominant driver of positive customer experiences: positive employee engagement. The new Verint Workforce Optimization™ (WFO) delivers key feature enhancements across the suite of applications. It integrates secure mobile access into WFO applications, enabling employees and managers to get work done from anywhere, anytime. It also expands automatic call distributor (ACD) neutrality—supporting all leading on-premises and cloud ACD suppliers—with an open application programming interface (API) library. Additionally, the suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels—including a consolidated platform for [...]

New Cloud-Based, Enterprise-Class Knowledge Solution Advances Employee Engagement, Information Access and Consistency Across Customer Service Channels MELVILLE, N.Y., July 19, 2017 —Verint® Systems Inc.(Nasdaq: VRNT)today announced its new Knowledge Management Professional™ solution for organizations that span 90 to 90,000 users.The software is designed to quickly and easily get the right information to customers and employees at the right time, and help ensure the consistent delivery of that knowledge through shared intelligence across customer channels and touchpoints. Every interaction between a company and customer is an information exchange—whether it’s a customer looking for information on a company’s website or a branch manager helping a couple prepare paperwork for a first home loan. Key to those interactions is access to timely, accurate information across the customer’s channel of choice. Many organizations today, however, face challenges fulfilling simple customer requirements—and their employees can get bogged down by an overwhelming amount of information housed in [...]

Advanced Analytics Solution Helps Customer Engagement Centers Guide Interactions Toward Positive Outcomes, While Supporting Regulatory Compliance and Other Key Organizational Initiatives MELVILLE, N.Y., August 24, 2016 —Verint® Systems Inc. (Nasdaq: VRNT) today announced enhancements to its Real-Time Speech Analytics™ solution. The software, which leverages conversational indicators and analyzes customer calls as they unfold, enables organizations to take a proactive approach to identifying opportunities to guide interactions for the mutual benefit of both the end customer and the organization. With the ability to positively influence customer interactions as they take place, companies can increase first-contact resolution, enhance the customer experience, manage policy and regulatory compliance and heighten satisfaction and loyalty. Contextual Guidance at the Right Time The sophisticated rules engine in Verint Real-Time Speech Analytics can identify the presence or absence of words and phrases, as well as the sentiment expressed. With rules functionality that supports a wide variety of word sequences [...]

Verint Customer Analytics and Workforce Optimisation Software Helps Organisation Achieve More Intelligent, Faster and Accurate Way of Categorising Calls to Gain New Levels of Customer Insight WEYBRIDGE, U.K. and MELVILLE, N.Y., 22 August 2016 — Verint® Systems Inc. (Nasdaq: VRNT) today announced that one of the UK’s largest car insurance providers, Admiral Group, has gained new levels of customer insight leveraging Verint Speech Analytics™, alongside its Verint Quality Management™ (QM)and Call Recording™ solutions.Using the integrated recording and speech engine to capture and analyse inbound and outbound calls, Admiral Group continues to gain a deeper understanding of the customer journey to identify training needs, improve operational efficiencies, and ultimately deliver an enhanced customer experience. As one of the UK’s largest car insurance providers with market share across four brands—Admiral, Bell, Diamond and Elephant—Admiral Group operates several customer-facing contact departments. Based in South Wales, the group also has offices in Bangalore, Delhi and in Halifax, [...]

Today, Verint announced enhancements to its Performance Management solution, which includes a new user interface backed by advanced scorecards, gamification, eLearning and coaching. Press release is below and on verint.com for your reference. Press Release Innovations in Performance Management Headline Latest Release of Verint Workforce Optimization MELVILLE, N.Y., February 16, 2016 — Verint® Systems Inc. (NASDAQ: VRNT) today announced substantial enhancements to its Verint Workforce Optimization™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations.Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. This technology release comes at a time when market adoption for performance management software is projected to rise, according to research conducted [...]

Combined Solutions Help Organizations Manage Compliance and Enhance Customer Experiences MELVILLE, N.Y. and HACKENSACK, N.J., August 26, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) and Vidyo, Inc., a leading provider of affordable cloud-based visual communication technology, today announced their collaboration to bring video to today’s customer engagement centers. The combined offerings allow businesses to bring greater insight into customer interactions by integrating video calls using the VidyoWorks™platform with Verint’s engagement management and voice recording solutions—both part of the company’s broader customer engagement optimization portfolio. Together with the VidyoWorks platform, Verint Engagement Management™ helps enable video interactions between customers and service employees. The Verint solution is designed to deliver consistent, complete and contextual service capabilities for true omnichannel customer engagement. The VidyoWorks platform is a software-based video collaboration solution that provides consistent HD quality video communication across consumer devices over the Internet and 3G/4G/LTE mobile networks. Verint’s engagement management solution combines the benefits [...]

Telligent, Acquired from Zimbra, Helps Organizations Enhance Support, Drive Digital Transformation and Ensure Brand Consistency MELVILLE, N.Y., August 17, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has extended its customer engagement optimization portfolio with the addition of a market-leading, enterprise-class community solution. As a result, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and now customer and employee communities. Through its acquisition of Telligent®, a leader in software for customer support and digital marketing communities, Verint continues to advance its vision for customer engagement optimization. Customer communities serve as a natural extension to customer engagement optimization, and today, only Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization. Communities as a Critical Part of Customer Engagement Optimization With the combination, Verint and now Telligent (Zimbra Social) customers will be uniquely positioned to use [...]

Organization to Add Workforce Management, eLearning and Performance Management to Help Drive Customer Engagement and Operational Efficiencies MELVILLE, N.Y., April 30, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a U.S.-based state government agency will implement its workforce optimization softwareto help optimize citizen engagement. Already a customer of Verint’s quality management and recording solutions, the agency pursued new workforce management, eLearning and performance management capabilities to help advance operational efficiencies, gain greater visibility across its enterprise, and address advanced business requirements unrealized through its incumbent solution. The state government agency is focused on serving citizens with respect, concern and professionalism, while also providing excellent and efficient service. Like many government agencies, it operates in a resource-constrained environment and is required to comply with a number of data security regulations. Using the Verint solution1 will help the organization achieve its goals and requirements through the advanced forecasting and scheduling of [...]

Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management Enhancements Designed to Deliver Actionable Intelligence Through Engaging Digital Experiences MELVILLE, N.Y., February 19, 2015 —Verint® Systems Inc. (NASDAQ: VRNT) today announced enhancements to Verint Enterprise Feedback Management™ (EFM) that help drive smarter engagement across today’s digital enterprise. The solution—part of Verint’s broader Customer Engagement Optimization portfolio—focuses on connecting an organization and its employees with customers over a sustained period of time, continually advancing customer experiences by enriching interactions, improving processes and optimizing the workforce. In the latest release, Verint Enterprise Feedback Management helps provide a stronger foundation for creating more engaging digital experiences. Key feature updates include a new survey engine, enhanced question presentation, an integrated and easier-to-use SMS survey deployment for mobile devices, and improved reporting, analysis and case management capabilities. These enhancements continue to further Verint’s approach of smarter engagement, which encompasses how organizations enable [...]

U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics Organization Drives High-Value Customer Experiences Using Speech Analytics MELVILLE, N.Y., February 11, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that a leading financial services company has implemented Verint Speech Analytics™ in its contact center operations. As an existing user of Verint Call Recording™, the organization sought a complementary and robust solution to help it collect, analyze and take action on vital voice of the customer insights. Using Verint Speech Analytics across multiple divisions throughout the enterprise, the company is addressing customer feedback and complaints, measuring the effectiveness of new marketing campaigns and reducing its cost-to-serve through more effective self-service that enables the delivery of high-quality service at a lower cost. It selected Verint’s speech analytics solution in the first half of 2014 based on its ability to glean valuable insight and actionable intelligence from millions of customer calls. An [...]

Verint Announces Availability of Work Allocation Manager New Solution Enables Smarter Engagement Across Back-Office and Blended Work Environments to Advance Productivity, Service Delivery and Customer Satisfaction MELVILLE, N.Y., January 26, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced the addition of Verint Work Allocation Manager™ to its Customer Engagement Optimization portfolio. The offering leverages combined customer service capabilities from KANA®, along with workforce optimization functionality from Verint. Verint Work Allocation Manager is an enterprise software solution designed to help back-office and blended (front- and back-office) work teams increase productivity and meet service level agreements (SLAs) by working smarter. The solution compiles and allocates work to employees from multiple production and customer service systems—for instance, in claims processing, loan production and other blended and back-office functional areas. Focusing on the Right Work at the Right Time In today’s organizations, errors and inefficiencies in back-office transactions can result in increased calls to [...]

Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance Company Recognized by CEO World Awards, IBM, TSIA, CIO Review, TMC and PACE MELVILLE, N.Y., January 20, 2015 — Verint® Systems Inc. (NASDAQ: VRNT) today announced that it has received multiple industry awards for its customer engagement optimization and fraud, risk and compliance solutions. These latest honors underscore the company’s commitment to excellence and focus on innovative technology designed to help customers deliver consistent, contextual and personalized sales and service experiences across channels, while also helping to ensure compliance and mitigate fraud and risk. CEO World Awards Verint was recognized as the “Business Expansion of the Year” winner by CEO World Awards in December 2014 for its acquisition of KANA® Software and its vision for customer engagement optimization. The annual CEO World Awards program recognizes the best in leadership, innovation, organizational performance, new [...]

Large Telecommunications Company Benefits from Verint Customer Engagement Optimization Software Telco Enhances Front- and Back-Office Service Quality, Builds Stronger Relationships and Heightens Loyalty MELVILLE, N.Y., September 8, 2014 — Verint® Systems Inc.(NASDAQ: VRNT) today announced that a large North American telecommunications company is leveraging its customer engagement optimization solutions to gain greater visibility into the effectiveness of its blended customer-facing and back-office operations environments. The software, purchased last year, helps the organization better understand employee efficiency and effectiveness, identify process opportunities to maintain compliance and service-level standards, while also improving the customer experience and loyalty. Today, the organization uses call recording and PCI (Payment Card Industry) encryption, quality monitoring, speech analytics and coaching across thousands of seats in its customer contact center. It also leverages Verint’s desktop and process analytics and quality monitoring for the back-office operations to help link its underlying processes to its mission of optimizing customer engagement. Making [...]

NICE transforms customer service into a real-time engagement experience, providing today’s customers the right service immediately and effortlessly   RA’ANANA, ISRAEL, July 30, 2014 – NICE Systems (NASDAQ: NICE) today announced the NICE Engage Platform, its next generation capture platform, which supports 100 percent real-time analytics at unrivaled scale, speed and cost efficiency. The platform allows customer-facing organizations to incorporate real time interaction data and analytics, at scale, into all of their service processes, transforming the contact center into a real-time engagement center. The NICE Engage Platform makes interaction data available for every application simultaneously and instantly. Using patent pending technology, latency has been reduced 10-fold and recording capacity has increased to support 10 times more channels per server. The platform makes the use of real-time analytics practical by supporting up to tens of thousands of channels and delivering the relevant insights and guidance during the customer engagement. The NICE Engage [...]

ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday! ContactCenterWorld.com originally established in the UK back in 1999 as CallCenterWorld.com relocated its HQ to North America in 2001 and at that time became one of the first in the industry to change its branding to Contact Center in recognition of the multichannel status of the industry. The brainchild of Raj Wadhwani, ContactCenterWorld.com has over 137,000 members worldwide in all industry sectors and levels of industry professionals. ContactCenterWorld.com started off as an information resource – an electronic magazine for the industry but over the years has grown to become a powerhouse and the global association for the industry with market leading solutions and services that help managers and executives running centers improve their business through best practices and networking. ContactCenterWorld.com recently introduced networking amongst members and also offers live instant chat between connections [...]

“Create Your Own Experience” for highest quality model includes site tours, half-day workshops, full-day, best-in-business training and a chance to cheer on the San Diego Padres COLORADO SPRINGS, CO - January 15, 2014 - The full program for the ICMI Conference, May 6-9, 2014 in San Diego, has been announced and it’s a game-changer. In a move to make the most popular conference in the industry even more engaging, organizers have developed a “create your own experience” model. For four days, attendees in San Diego will explore how to Revolutionize the Customer Experience – this year’s theme. From site tours to roundtable discussions, from world-class keynotes to the seventh-inning stretch, participants can pick and choose from events that suit their needs. View the complete schedule and download the digital brochure at icmi.com/ccexpo. Pre-Conference Workshops & Site Tours All-access pass and premium pass holders have an intensive warm-up. In a series of [...]

The International Customer Management Institute (ICMI) finds that eighty-one percent (81%) report their organization recognizes correlations between the customer experience and loyalty. COLORADO SPRINGS, CO — January 13, 2014 — The International Customer Management Institute (ICMI) has released its 2014 report,Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center, a composition guide to customer experience management. Today, customer experience management (CXM) is no longer a luxury; rather CXM is a competitive necessity. In fact, customer experience programs can optimize an organization’s customer service, provide valuable competitive data, and give a brand the competitive edge to create a more loyal customer base. It’s unfortunate, but customer experience management doesn’t just happen naturally. It needs to be consciously created, holistically supported by the organization; and tracked, measured and acted upon. In response, ICMI decided to conduct a research survey in the third quarter of 2013. This new research, along [...]

The International Customer Management Institute (ICMI) reveals that a commitment to agent engagement and training, investment in new technologies and the wise use of metrics are key to improving the multichannel experience. COLORADO SPRINGS, CO — December 19, 2013 — The International Customer Management Institute (ICMI) has released its latest research report, The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide, which evaluates the role of contact center agents in a multichannel environment. ICMI turned its attention to agents after analyzing data from Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide, published in July 2013. Those findings revealed that – irrespective of channel – a happy, well-trained agent was at the core of customer satisfaction. In response, ICMI conducted a new survey: “The Agent’s Experience in the Multichannel World.” Results were collected and analyzed from 525 respondents, [...]

2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide Due to confusion over which metrics are important, the International Customer Management Institute (ICMI) finds that many contact centers are struggling with the challenge of data overload. COLORADO SPRINGS, CO — December 19, 2013  — The International Customer Management Institute (ICMI) has released its 2013 report, A WOW Customer Journey: Actionable Data in Today’s Multichannel Contact Center, a guide to the more effective use of data and analytics in a multichannel environment. The problem of big data has been building in contact centers for some time. While harvesting data has become extraordinarily easy, knowing which numbers to crunch or which metrics to track can be a far more challenging prospect. The proliferation of messy unstructured data – emails, calls, chats, tweets, video, desktop usage, etc. – has further complicated matters. Without the right tools [...]

FOR IMMEDIATE RELEASE                     CONTACT:    Vicki Herrell QATC Executive Director 888-488-0006   QATC Announces Publication of QATC Survey Report NASHVILLE, TENNESSEE – October 29, 2013 – The Quality Assurance & Training Connection (QATC) is proud to announce the publication of the QATC Survey Report, Best Practices in Contact Center Hiring, Training, & Quality Assurance, which contains 80 pages of exciting information including interesting insight into the organization, structure, processes, problems, and solutions in the areas of hiring, training, and quality assurance. This report provides information that can assist organizations in understanding how their processes compare to others as well as new ideas for performance improvement based on what other organizations have implemented with success. There are many industry reports on the state of technology in the contact center today. But the success of customer interactions often depends more on the people side of the contact center than the technology side. Therefore, [...]

NASHVILLE, TENNESSEE – September 10, 2013 – The Quality Assurance & Training Connection (QATC) has announced Gregory Harris of The Home Depot as winner of the 2013 Quality Assurance Professional of the Year Award, which recognizes a quality assurance professional who has shown outstanding leadership in the industry. “We are so pleased to announce Gregory as the winner of this prestigious award,” said Vicki Herrell, QATC Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company.  We believe he is truly representative of the great quality assurance professionals around the world.” Gregory has served as the Quality Assurance Manager for The Home Depot over the past year and a half.  The Home Depot has four contact center sites supporting its ecommerce activity with over 900 agents handling up to 6.5 million ecommerce-related voice interactions annually.  The Ecommerce Quality Assurance Department sought to gain important insight [...]

NASHVILLE, TENNESSEE – August 30, 2013 – The Quality Assurance & Training Connection (QATC) has announced the five finalists for the 2013 Quality Assurance Professional of the Year Award, which recognizes a quality assurance professional who has shown outstanding leadership in the industry.  The finalists are Craig Brasington of Deloitte LP, Joanne Gallant-Roberts of FRHI Global Reservation Centre, Gregory Harris of The Home Depot, Brenna Simms of Las Vegas Valley Water District, and Heather Vega of Outerwall, Inc. “I am very proud to present these five quality assurance professionals as finalists for this important award,” said Vicki Herrell, QATC Executive Director. “They are truly representative of the ‘best of the best’ in our industry, and have demonstrated great leadership and ability in the field, as well as shown measurable results for their companies.” Craig Brasington is Senior Quality Analyst for Deloitte LP.  Craig began his customer service career in 1998 as [...]

VPI, the leading global provider of contact center workforce optimization solutions, today announced that Ventana Research, an esteemed benchmark research and advisory services firm, has selected VPI VirtualSource as this year’s Customer Technology Innovation Award winner. The prestigious awards distinguish pioneers that have developed clear visionary and transformative technology. The Technology Innovation Awards showcase what technology vendors have done to advance the potential of their applications and technology to drive better productivity and outcomes. VPI VirtualSource is a revolutionary, hosted, pay-as-you-go service that uses conversational virtual call agents powered by artificial intelligence. Hailed as the perfect supplement to human contact center agents, the scalable virtual workforce in the cloud enables organizations to drastically reduce costs by effectively automate a much broader range of their inbound and outbound calls while maintaining the highest levels of customer satisfaction. “I would like to commend VPI on its significant achievements in technology innovation to improve the [...]

NASHVILLE, TENNESSEE – September 27, 2012 – The Quality Assurance & Training Connection (QATC) has announced Michael Baldwin of C2 as the recipient of the 2012 Learning Development Professional of the Year Award, which recognizes a learning development professional who has shown outstanding leadership in the industry. “We are so pleased to announce Michael as the winner of this inaugural award,” said Vicki Herrell, QATC Executive Director. “His knowledge, leadership, and vision have helped him achieve great results for his company.” Michael Baldwin serves as Vice President, C3 Performance Optimization (PO).  In his role at C3, Michael is responsible for overseeing the company’s highly interactive and engaging training utilizing adult learning principles. The C3 PO Team uses the company’s proprietary “Boot Camp Training Methodology” to turn training into a fast-paced, interactive, and highly retentive experience for trainees while maintaining a fun learning environment --- all with no PowerPoint presentations.  The curriculum [...]

NASHVILLE, TENNESSEE – September 26, 2012 – The Quality Assurance & Training Connection (QATC) has announced Toni Smith of Workplace Options as the 2012 Quality Assurance Professional of the Year, an award which recognizes a quality assurance professional who has shown outstanding leadership in the industry. “We are very excited to announce Toni Smith as the winner of the inaugural Quality Assurance Professional of the Year award,” said Vicki Herrell, QATC Executive Director. “Toni possesses all of those qualities unique to the quality assurance professional, and is a valuable asset to both her company and the industry as a whole.  She has achieved great results for Workplace Options, and shown how important quality assurance is in the call center.” Toni Smith has been instrumental in providing structure and guidance to all levels of service delivery management related to training and quality assurance for her entire tenure at Workplace Options (WPO).  Toni [...]

NASHVILLE, TENNESSEE – August 28, 2012 -- The Quality Assurance & Training Connection (QATC) has announced the finalists for the 2012 Learning Development Professional of the Year Award, which recognizes a learning development professional who has shown outstanding leadership in the industry.  The finalists are Michael Baldwin of C3 Connect, Phaedra Medus of Sentry Insurance, and Jackie Lovell of VF Imagewear. “These learning development professionals are truly representative of the ‘best of the best’ in our industry,” said Vicki Herrell, QATC Executive Director. “They have all demonstrated great leadership and ability in the field.  I am very proud to present them as finalists for this inaugural award.” Michael Baldwin serves as Vice President, C3 Performance Optimization (PO).  In his role at C3, Michael is responsible for overseeing the company’s highly interactive and engaging training utilizing adult learning principles. The C3 PO Team uses the company’s proprietary “Boot Camp Training Methodology” to [...]

Interstate Batteries Selects VPI EMPOWER to Optimize Customer Service Quality and Ensure PCI DSS Compliance

      December 6, 2011 Bodybuilding.com Deploys Envision Centricity to Increase Contact Center Efficiency

August 13, 2012 Although the Quality area of business is made up of processes, reviews, and continuous improvement, we must always come back to a point that looks at the “state of mind” of our people when they come through the door of our businesses. Thinking Quality is as important as understanding what process or steps make up a quality contact. More… If we incorporate education and awareness of choosing the right attitude into our Quality programs, we focus on the “whole” individual and increasing the desire to perform in a quality manner for the customer. If we start our day choosing a positive attitude, and our environment supports that attitude throughout the day, we are not only able to handle positive contacts with gusto, but manage events that may be more challenging with less frustration, drama and negative consequences. One client of mine has a banner over the door that [...]

September 27, 2011 HyperQuality Advances Contact Center Performance and Workflow Management With ClearMetrix 3.0

July 27, 2011 Hyperquality Honored with IP Contact Center Technology Pioneer Award From Customer Interactions Solutions Magazine

July 12, 2011 ICMI Announces the Return of Call Center Demo & Conference

June 14, 2011 ICMI Becomes Exclusive Licensee of CIAC

April 21, 2011 ICMI Wins GSA Contract

January 18, 2011 Customer Self-Service and Multichannel Contact Center Research Results Released

December 13, 2010 GoDaddy.com Implements Impact 360 Workforce Management Software from Verint

December 1, 2010 Nominations Open for 2011 ICMI Global Call Center of the Year