Verint Receives Global Industry Honors in Customer-Centric Workforce Optimization
Melville, NY — Verint® Systems Inc. (NASDAQ: VRNT) today announced that its customer-centric Impact 360® Workforce Optimization™ (WFO) suite has received a series of global honors for market leadership, vision, technology innovation, and customer impact and satisfaction from media and industry outlets around the world. These honors further reinforce the tangible return on investment (ROI) and business value that global customers continue to receive from Verint software and services.
As part of the company’s WFO suite, Voice of the Customer Analytics™ is comprised of speech analytics, text analytics and enterprise feedback management. The software helps organizations capture customer feedback across channels, analyze and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands.
Verint’s Impact 360 for Back-Office Operations™, which offers visibility into back-office operations to improve quality, productivity and process consistency, as well as reduce resource and processing costs, has also received market recognition including: TSIA’s 2012 TechBEST “Best in Satisfaction” Award; CUSTOMER Magazine’s 2012 “TMC Labs Innovation Award;” Customer Inter@ction Solutions’ 2012 “Speech Technology Excellence Award;” Communications Solutions’ “Product of the Year;” Contact Center Magazine’s 2012 “Best Business Intelligence Solution for Customer Management;” and Software Magazine’s Annual Software 500.
Envision Earns “Hot Vendor” Rating in Ventana Research 2012 Value Index for Agent Performance Management
Seattle, WA — Ventana Research, a leading benchmark research and advisory services firm, has ranked Envision as a top software vendor in the 2012 Value Index for Agent Performance Management (APM). In addition to its Hot Vendor status, Envision ranked first among vendors for adaptability. Envision earned its high marks for Centricity, the company’s complete workforce optimization suite to aggregate, monitor and analyze data and performance at the agent, center and enterprise levels.
Centricity includes Envision Click2Coach®, the company’s award-winning product for agent performance improvement, enabling companies to deliver targeted coaching with a combination of quality monitoring and eLearning. Centricity
marries Click2Coach with Envision Workforce Management™ for scheduling, forecasting and staffing; as well as quality monitoring, identity protection and compliance, analytics and more.
For the 2012 Value Index for Agent Performance Management report, Ventana evaluated vendors for manageability, usability, reliability, capability, adaptability, vendor validation, and TCO/ROI. Ventana also evaluated vendors on specific performance management capabilities such as call routing, call recording, quality monitoring, workforce management, training and coaching, compensation management and analytics.
VPI Selects Autonomy, an HP Company, toDeliver Speech and Multichannel Analytics
Camarillo, CA — Autonomy, an HP Company, today announced that VPI, a global provider of workforce optimization solutions, will embed Autonomy’s Intelligent Data Operating Layer (IDOL) in its speech and multichannel analytics solutions.
The VPI Empower and VPI Empower 911 workforce optimization solutions will leverage IDOL’s unique ability to recognize and act on concepts and patterns in all forms of data. By automatically understanding the meaning within massive volumes of human information – including phone conversations, chats, emails, documents, social media, video, images, and websites – VPI customers can act much more quickly, decisively, and effectively. Combining Autonomy IDOL with VPI’s context-directed interaction analytics gives enterprises and public safety organizations a more accurate and comprehensive understanding of all their communications activity. All calls to a help desk or emergency center can be automatically classified using VPI’s desktop analytics, which tags valuable data and events from CRM, ERP, CAD, helpdesk and other applications to recorded communications, to provide precise context of the conversations. This allows organizations to provide better and faster customer service and patient care. Managers can also apply speech analytics to any category of interest—such as repeat calls, high value sales, account cancellations or security breaches—increasing speed and accuracy of their search and analysis without having to listen to all calls.
CallCopy Recognized as Best Places to Work in Columbus for Fifth Consecutive Year
Columbus, OH — CallCopy, a leading provider of innovative call recording and contact center solutions, announced today its selection by Columbus Business First as a “Best Places to Work” for 2012. The Best Places to Work program is open to any company or organization with a Central Ohio office with at least 10 full-time employees. “We are very pleased to receive this recognition from Business First for the fifth consecutive year,” said Chris Rutter, Director of Human Resources. “Our company places an emphasis on encouraging employees to really enjoy their jobs and to take pride in doing their part to help CallCopy succeed. We understand that the brisk growth rate of our contact center solutions and a quality work environment go hand in hand. This award is a testament to our staff members who have fostered an environment of collaboration and finding the right work-life balance.”
New E-Book: “Power Phrasing – Winning Words for Effective Telephone Communications”
Naperville, IL / Ratingen, Germany — After the successful publication of “The Power of One”, injixo Press has now released the second e-book in the “Frontline Fundamentals” series written by Penny Reynolds, founding partner of The Call Center School. “Power Phrasing – Winning Words for Effective Telephone Communications” is a compact guidebook for every customer service employee, offering a practical introduction to the art of effective communication. The author provides valuable tips that have been proven in practice, and helps the reader to successfully manage each customer contact in the future.
For some customers, the first and often only contact they have with an organization is a phone conversation with an agent in the contact center. That’s why it is important for every agent to make each conversation count, as it not only matters what you say but also how you say it. The “Power Phrasing” e-book describes, in four topic sections, how to make the most of each customer service contact.
In the first section, Reynolds explains how to answer the phone and begin a phone call properly, use good manners to transfer calls, manage and close calls effectively, word voice mail greetings and leave messages on customers’ voice mail systems. The next section focuses on specific words that should not be used, and what you should pay attention to when talking to the customer. Reynolds describes how to choose positive wording in order to leave a professional, competent and positive impression with your customers, as well as how to provide customers with instructions and route them through complex operations by explaining each step in a helpful and friendly manner. Having explored the basics, readers can learn how to make the best out of difficult calls through concrete tips on handling talkative and angry customers and dealing with complaints. Finally, the e-book provides both a set of practical examples for readers to train in the wording of customer-friendly conversation, and suggestions for putting theory into practice.