As part of its participation in this week’s Gartner Customer 360
Summit, Verint® Systems Inc. (NASDAQ: VRNT) is highlighting how its
enterprise solutions address one of the conference’s central
themes: to “achieve a more holistic view of the customer, drive
growth and ROI, and cement relationships in this dawning age of
continuous interaction and collaboration.”
At the event, Verint is showcasing how it delivers enterprise
intelligence solutions designed to help organizations use the voice
of the customer to drive operational excellence, so they can
optimize the performance of their enterprise. Verint’s Voice of the
Customer (VoC) and Enterprise Workforce Optimization (WFO)
solutions help organizations gain a holistic view of the entire
customer experience by capturing customer feedback across channels,
analyzing and interpreting it in the context of business
objectives, and taking action to drive change and respond more
effectively to customer, business and market demands. The Gartner
Customer 360 Summit is taking place this week, March 14-16, at the
Gaylord Palms Resort and Convention Center in Kissimmee, Fla.
Recently, Gartner cited that customer service accounts for an
average of 75 percent of all customer interactions and called
attention to central predictions for the CRM customer service and
support market, including: *
- “By 2015, the marketing budget
allocated to retaining customers and increasing loyalty through
customer service will more than double.” Gartner also indicates,
“marketing and customer service departments will have to work in
cohesion within an organization to successfully deliver on both
strategies.” *
With the market’s most comprehensive Voice of
the Customer Analytics™ platform, Verint further underscores this
trend as evidenced by its scalable and easy-to-use solutions
deployed around the world. Many of today’s advanced VoC offerings
have been designed specifically for use by chief customer officers
(CCOs), chief marketing officers (CMOs), chief experience officers
(CXOs) and other VoC management and executives.
Through Verint’s VoC solution set,
organizations can benefit from actionable intelligence that resides
across the full range of customer communications channels with
speech analytics, email and web chat analytics, feedback analytics
and integration to Verint’s workforce optimization (WFO) platform.
With these robust capabilities, they can combine insight extracted
from telephone calls with intelligence mined through other
communications channels that include chat, email, text messages,
review sites, customer survey results and social media outlets,
such as Facebook and Twitter.
- Gartner states, “interaction channels
have exploded in the past few years, from direct- and phone-based
to the corporate website and across a growing selection of mobile
devices and social media. To keep pace, the scope of functionality
included in customer service and support (CSS) applications has
expanded.” *
As organizations expand their interaction
channels, the need to monitor, analyze and respond to customer
experiences and feedback shared across these mediums has escalated.
Verint VoC solutions are designed to address these very needs by
providing organizations with a full analytics toolset to gain a
vital multichannel view of cross-channel service, which plays a key
role in shaping today’s customer experiences, relationships and
loyalty. The Verint VoC Analytics platform enables users to see all
of the different interactions coming from the same customer in a
defined time period sorted by interaction date. The result is the
market's most complete view into what's really happening with
customers, the drivers of issues and cross-channel patterns, and
the ability to predict their needs, expectations and end
behaviors.
To learn more, please visit Verint at the Gartner Customer 360
Summit this week in Booth C, or at Verint Voice of the Customer
Analytics and Verint Enterprise Workforce Optimization.
About Verint Enterprise Intelligence Solutions
Verint® Enterprise Intelligence Solutions™ help organizations of
all sizes capture and analyze customer interactions, sentiments and
trends across multiple channels, improve performance and optimize
the customer experience. The solution portfolio includes the Impact
360® Workforce Optimization™ suite and Voice of the Customer
software, which serve as strategic enterprise assets for increasing
customer satisfaction and loyalty, enhancing products and services,
reducing operating costs and driving revenue.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable
Intelligence® solutions and value-added services. Its extensive
portfolio of Enterprise Intelligence Solutions™ and Security
Intelligence Solutions™ helps worldwide organizations capture and
analyze complex, underused information sources—such as voice, video
and unstructured text—to enable more timely, effective decisions.
More than 10,000 organizations in 150 countries, including over 85
percent of the Fortune 100, use Verint solutions to improve
enterprise performance and make the world a safer place.
Headquartered in N.Y. and a member of the Russell 3000 Index,
Verint has offices worldwide and an extensive global partner
network. Learn more at www.verint.com.
* Gartner press release, “Gartner Says Organizations That
Integrate Communities Into Customer Support Can Realize Cost
Reductions of Up to 50 Percent,” February 21, 2012
This press release contains forward-looking statements,
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks and uncertainties, any of which could cause actual
results to differ materially from those expressed in or implied by
the forward-looking statements. For a detailed discussion of these
risk factors, see our Annual Report on Form 10-K for the year ended
January 31, 2011 and our Quarterly Report on Form 10-Q for the
quarter ended October 31, 2011. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, the Company assumes
no obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, IMPACT
360, WITNESS, VERINT VERIFIED, VOVICI, GMT, AUDIOLOG, ENTERPRISE
INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS, VOICE OF
THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE,
STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are
trademarks or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their
respective owners.
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