China’s Contact Center and BPO Summit 2010
November 18; CNPC International Hotel, Shanghai, China
Focused on China’s financial market, the 4th Annual Contact Center and BPO Summit will feature a Verint session that profiles key workforce optimization industry trends and the ways financial institutions leverage WFO and, even more specifically, speech analytics strategies and solutions to enhance sales, service and the customer experience.
11/3/2010Columbus, OH
Wednesday, November 3, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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10/21/2010Philadelphia, PA
Thursday, October 21, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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10/19/2010Dallas, TX
Tuesday, October 19, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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10/12/2010Redwood City, CA
Tuesday, October 12, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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10/5/2010Toronto, Ontario
Tuesday, October 5, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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09/23/2010Charlotte, NC
Thursday, September 23, 2010
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
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You’re invited!
Verint® Creative Practices Workshops are a great place to meet other contact center management and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
Learn. Network. Share.
Why should you attend?
See Bill Pryor-Verint’s Director of Public Safety-discuss the ways in which Impact 360® Workforce Optimization impacts the performance of contact center agents in the public safety sector. The following video clip also highlights the innovative solutions that Verint® Systems has introduced specifically for these communications centers, enabling higher quality interactions for citizen communities.
Announced at this year’s APCO conference is new functionality that automates workforce forecasting and scheduling, and introduces capabilities that enable monitoring schedule adherence in real time. Helping emergency communications and dispatch center management plan and appropriately staff to meet their workloads and requirements, the Verint Impact 360 solution can produce optimal schedules by balancing defined shift rules, work patterns, breaks, off-phone times, and individual skills, proficiencies and preferences. In addition to intra-day management abilities, Impact 360 for Public Safety also automates such routine tasks as time off management and shift swapping, which provides managers with insight into individual and group performance.
by: Paul Stockford, Chief Analyst, Saddletree Research
Lots of people have commitment issues. So do a lot of companies. Take, for example, the larger vendors in the contact center industry. Look at the “Partners” tab on the website of companies like Avaya and Cisco and you’ll see a list of partner companies as long as your arm. Whether these large companies are trying to cover all their bases or whether they are compensating for single-partner anxiety, it has always been this way. That’s why I was so surprised to see that Avaya, with their recent announcement of the new Avaya Aura Contact Center, has settled down and made a commitment to a single WFO partner – Verint.
New product announcements are scary enough for lots of vendors, and new product announcements that represent a completely new product concept that will likely replace a customer’s trusted, if-it-ain’t-broke-don’t-fix-it contact center solution can be absolutely terrifying. So, why not lessen customer and prospect apprehension by adding a proven, reliable, cost-effective and efficiency-boosting solution under the covers of the new system. That’s exactly what Avaya has done with the addition of Verint WFO under the hood of the Aura Contact Center.
Avaya could have gone with any number of WFO suppliers as its partner but the fact that it chose Verint is a testament to Impact 360’s standing in the contact center community. I don’t have any insider information, but I would bet that Verint was put through the ringer before Avaya made the commitment to Impact 360 and I understand that there was more than one dog in the fight.
If I were one of the marketing geniuses at Avaya I would definitely want to be able to point to the stability of a Verint product under the hood of my new product to ease customer’s fears about upgrading to an untested product. Although Aura Contact Center introduces several new concepts to potential users, it also offers the security of proven Verint WFO technology under the Avaya label.
Avaya has undergone many changes over the past few years and I’m not convinced that all the changes have been for the better, but in this case Avaya has made a wise choice. Not only has Avaya acknowledged the strategic importance of WFO in a customer service productivity strategy, it has chosen a partner that has proven over the years that it can deliver the goods.
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Workforce Optimization Tips and Tricks
Customer Presentation
Extreme Workforce Optimization - How Far Can You Go?
Customer Experience Driven Operations – What Leaders Need to KNOW and DO
Verint Customer Presentation:
Extreme Workforce Optimization - How Far Can You Go?
Extreme Workforce Optimization - How Far Can You Go?
