News

Verint Launches Industry’s Most Modern, Flexible and Open Suite for Enterprise Workforce Optimization

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 …

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Verint’s Industry-Leading Knowledge Management Now Available for Companies of All Sizes

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 …

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Real-Time Speech Analytics from Verint Optimizes Customer Engagement with Actionable Intelligence

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 …

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Insurance Specialist Admiral Group Drives Improvements in Customer Engagement Quality with Verint Solutions

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 …

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Innovations in Performance Management Headline Latest Release of Verint Workforce Optimization

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 …

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Verint and Vidyo Collaborate to Integrate Video Calls into Omnichannel Customer Engagement Centers

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 …

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Verint Extends Customer Engagement Optimization Vision, Adding Innovative Community Software

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, …

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U.S.-Based Government Agency Extends Investment in Verint Actionable Intelligence Solutions

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 …

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Verint Extends Customer Engagement Optimization Leadership with Latest Release of Enterprise Feedback Management

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 …

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U.S.-Based Financial Services Organization Improves Customer Engagement Using Verint Analytics

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 …

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Verint Announces Availability of Work Allocation Manager

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 …

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Verint Receives Industry Honors for Technology Excellence and Innovation in Customer Engagement Optimization and Fraud, Risk and Compliance

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 …

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Large Telecommunications Company Benefits from Verint Customer Engagement Optimization Software

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 …

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For Customers, the Only Time is NOW – NICE Brings 100% Real Time to the Contact Center

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 …

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ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!

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 …

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Full Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced

“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 …

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2014 ICMI RESEARCH RELEASED: Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center

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. …

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2013 ICMI RESEARCH RELEASED: The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide

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, …

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2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide

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 …

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Boredom-busting ideas to improve agent retention.

 December 16 – If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading.  Still there? Since many of you may have begun your career as contact center agents, you probably know how monotonous the job can be. As a manager, there are many things you likely already schedule to break up the agent’s day periodically. Things …

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QATC Announces Publication of QATC Survey Report

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 …

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Gregory Harris Named 2013 Quality Assurance Professional of the Year

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 …

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QATC Announces Finalists for 2013 Quality Assurance Professional of the Year Award

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 …

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VPI VirtualSource Virtual Agent Call Automation Solution Wins Ventana Research Award for Customer Technology Innovation

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 …

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QATC Announces Michael Baldwin as Recipient of the 2012 Learning Development Professional of the Year Award

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 …

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Toni Smith Named QATC 2012 Quality Assurance Professional of the Year

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 …

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QATC Announces Finalists for 2012 Learning Development Professional of the Year Award

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 …

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

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

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Bodybuilding.com Deploys Envision Centricity to Increase Contact Center Efficiency

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

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Quality as a “state of mind.”

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 …

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HyperQuality Advances Contact Center Performance and Workflow Management With ClearMetrix 3.0

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

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Delta Hotels and Resorts Selects Envision Workforce Management to Boost Workforce Optimization

Delta

Leading Hotel Management Provider Maximizes Contact Center Efficiency and Effectiveness with Award‐Winning Solutions from Envision SEATTLE – September 20, 2011 — Envision Inc., a leading global provider of workforce optimization solutions, contact center coaching and consultative services, announced today that Delta Hotels and Resorts, Canada’s leading first‐class hotel management company, will transition to Envision’s Workforce ManagementTM to ensure seamless integration …

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Hyperquality Honored with IP Contact Center Technology Pioneer Award From Customer Interactions Solutions Magazine

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

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ICMI Announces the Return of Call Center Demo & Conference

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

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ICMI Becomes Exclusive Licensee of CIAC

June 14, 2011 ICMI Becomes Exclusive Licensee of CIAC

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ICMI Wins GSA Contract

April 21, 2011 ICMI Wins GSA Contract

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Customer Self-Service and Multichannel Contact Center Research Results Released

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

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GoDaddy.com Implements Impact 360 Workforce Management Software from Verint

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

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Nominations Open for 2011 ICMI Global Call Center of the Year

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

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HyperQuality Transforms Customer Experience Insight with ClearMetrix 2.0

November 29, 2010 HyperQuality Transforms Customer Experience Insight with ClearMetrix 2.0

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Aspect Enhances Workforce Optimization Offering with Latest Performance Management Release

October 21, 2010 Aspect Enhances Workforce Optimization Offering with Latest Performance Management Release

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Verint Launches Impact 360 Express for Retail Financial Services Solution for Small and Mid-Sized Banks

October 19, 2010 Verint Launches Impact 360 Express for Retail Financial Services Solution for Small and Mid-Sized Banks

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ICMI Introduces Revolutionary Predictive Modeling Calculator; Forecasts Customer Service Representative Attrition In Relation to Wages

October 6, 2010 ICMI Introduces Revolutionary Predictive Modeling Calculator; Forecasts Customer Service Representative Attrition In Relation to Wages

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NICE Broadens Scope of Solution for Small to Mid-size Contact Centers and Branches, Enabling Enhanced Quality Management and Risk Management, While Further Reducing TCO

October 5, 2010 NICE Broadens Scope of Solution for Small to Mid-size Contact Centers and Branches, Enabling Enhanced Quality Management and Risk Management, While Further Reducing TCO

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Pinnacle Security Wins Speech Technology 2010 Implementation Award with Aspect Solution

September 14, 2010 Pinnacle Security Wins Speech Technology 2010 Implementation Award with Aspect Solution

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HyperQuality Honored With a 2010 IP Contact Center Technology Pioneer Award From Customer Interaction Solutions Magazine

August 25, 2010 HyperQuality Honored With a 2010 IP Contact Center Technology Pioneer Award From Customer Interaction Solutions Magazine

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NICE Customer News: Salt River Project Receives Prestigious Award for Transforming Customer Service and Improving Contact Center Efficiency with Solutions from NICE Systems

August 4, 2010 NICE Customer News: Salt River Project Receives Prestigious Award for Transforming Customer Service and Improving Contact Center Efficiency with Solutions from NICE Systems

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HyperQuality 2010 Contact Center Quality Initiatives Survey Shows Disparity Between Corporate Strategy And Execution

August 3, 2010 HyperQuality 2010 Contact Center Quality Initiatives Survey Shows Disparity Between Corporate Strategy And Execution

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HyperQuality 2010 Contact Center Quality Initiatives Survey Shows Disparity Between Corporate Strategy and Execution

August 3, 2010 HyperQuality 2010 Contact Center Quality Initiatives Survey Shows Disparity Between Corporate Strategy and Execution

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ICMI Announces the 2010 Global Call Center of the Year Award Winners

June 25, 2010 ICMI Announces the 2010 Global Call Center of the Year Award Winners

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ICMI Attracts Nearly 800 Contact Center Professionals to ACCE 2010 Conference & Expo in New Orleans

June 24, 2010 ICMI Attracts Nearly 800 Contact Center Professionals to ACCE 2010 Conference & Expo in New Orleans

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ICMI Unveils the Customer Management Operation Standards Program

June 24, 2010 ICMI Unveils the Customer Management Operation Standards Program

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ICMI Releases its 2010 ICMI Contact Center Workforce Management Report

June 23, 2010 ICMI Releases its 2010 ICMI Contact Center Workforce Management Report

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ICMI Announces the Top 50 Call Center for Customer Service Program

June 14, 2010 ICMI Announces the Top 50 Call Center for Customer Service Program

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