Richard Snow's Analyst Perspectives

Verint Brings New Business Solutions to Optimize Customer Relationships

Posted by Richard Snow on Aug 15, 2013 10:34:04 AM

Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged business solutions that include specifically configured versions of its products. The first of those was real-time personalized guidance; it uses several of the company’s Impact 360 workforce optimization products to guide agents in real time as they handle customer interactions. I wrote at the time I was expecting more of these from Verint, and now it has brought out three additional solutions, which I learned about during a recent briefing.

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Topics: Call Center, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Speech Analytics, Text Analytics, Verint, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

Verint Announces Real-Time Personalized Guidance

Posted by Richard Snow on Jan 24, 2013 10:05:07 AM

Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by prompting anyone handling customer interactions with what they should do next. The principle is simple and logical: Analyze all the data you can so you understand the customer and context of the interaction, identify best next action, and prompt the person handling the interaction with this action so the customer receives a response best related to the interaction. Ideally, customers are happier and more interactions are resolved at the first attempt. The software also closes the loop and feeds information back to all other related lines of business so people there can also take appropriate action, which might mean changing a process, improving a product or updating a use guide, for example.

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Topics: Call Center, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Speech Analytics, Text Analytics, Verint, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

Verint Advances Integration and Interactivity for Workforce Optimization

Posted by Richard Snow on Jan 8, 2013 11:17:10 AM

In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance metrics into underlying application data. The latest version of its Impact 360 Workforce Optimization suite extends this approach and supports a flow of data between applications and workflows that enables cross-application processes. The suite of products includes interaction recording, workforce management, agent quality monitoring, eLearning and coaching, enterprise and customer feedback management, performance management, and desktop, process, text and speech analytics. The latest release is designed to make these operate seamless so that companies can manage processes related to handling customer interactions.

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Topics: Call Center, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Social CRM, Speech Analytics, Text Analytics, Verint, Voice of the Customer, Workforce Force Optimization, Customer Experience, Analytics

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:44 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Business Analytics, Business Performance Management (BPM), Call Center, Cloud Computing, coaching, Contact Center, Contact Center Analytics, Customer Analytics, Customer Performance Management (CPM), Desktop Analytics, Enkata, Envision, Genesys, KnopahSoft, LiveOps, NICE Systems, OnviSource, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social Media, Speech Analytics, Text Analytics, Training, Verint, Voice of the Customer, VPI, Workforce Force Optimization, Workforce Performance Management (WPM), Analytics, Call Copy, Compensation

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Financial Performance Management (FPM), Genesys, Governance, Risk & Compliance (GRC), InContact, Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), NICE Systems, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social CRM, Social Media, Speech Analytics, Supply Chain Performance Management (SCPM), Sustainability, Text Analytics, Unified Communications, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, Business Intelligence

Verint Revamps Applications in Information-Driven Approach

Posted by Richard Snow on Apr 20, 2012 11:55:32 AM

Verint is one of the major players in the contact center market, with two suites of products that support contact centers and voice of the customer analysis. The company’s website shows that these suites have been put together from a combination of in-house developments and acquisitions (Blue Pumpkin, Witness Systems, Mercom, Iontas, GMT and Vovici are among them). Although this strategy has allowed Verint to create comprehensive suites of products in both areas, it also created  issues with integration of the products and a lack of commonality in the user interface. These concerns were the main factors that kept Verint from being ranked as highly as it might have been in our last Value Index for Agent Performance Management (APM).

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Verint, Voice of the Customer, Workforce Management, Customer Experience, Analytics

inContact Supports Customer Interaction Management

Posted by Richard Snow on Apr 13, 2012 11:06:58 AM

Managing contact centers typically includes five areas: communications management, workforce optimization, business applications such as CRM, analytics and customer experience management. Last year I wrote about how inContact has evolved from a communications provider to sell a contact center in the cloud that supports most of those requirements. Its products cover communications (ACD, CTI, Dialer and IVR), workforce optimization (Quality Management, Workforce Management and eLearning, which includes content production, hiring and screen recording), analytics (Reports 2.0, which through a partnership with QlikView provides enhanced reporting and analysis capabilities) and customer experience management (ECHO Customer Survey).

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Topics: Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, InContact, Operational Performance Management (OPM), QlikView, Social CRM, Social Media, Speech Analytics, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics

Verint Will Acquire GMT To Extend Workforce Management

Posted by Richard Snow on Sep 29, 2011 1:03:41 PM

Recently Verint announced its intent to acquire GMT, a provider of workforce management products. My initial reaction was that Verint was primarily interested in acquiring GMT’s customer base to extend its already large share of the workforce management market. In a briefing Verint confirmed this but said there are other reasons behind its move as well.

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Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, Social CRM, Speech Analytics, Text Analytics, Unified Communications, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics

Verint Expands Feedback Management with Vovici

Posted by Richard Snow on Jul 28, 2011 11:25:39 AM

Verint recently announced that it has acquired Vovici,a vendor of enterprise feedback management systems. In light of the fact that Verint was recently rated the top vendor in the Ventana Research Value Index for Customer Feedback Management, at first it seemed odd that the company would buy another that offers a very similar product. In this situation the business driver often is to gain market share, with the net effect being that customers are left with fewer choices. Looking deeper reveals that is not so in this case; comparing the two product sets and target markets you can see benefits for current and future customers. Verint has positioned itself in the customer feedback market and has mainly focused on collecting customer feedback through IVR surveys. In contrast, Vovici has been in the enterprise feedback market and has capabilities for collecting feedback through channels other than IVR, and it also collects employee feedback as well as customer feedback. Thus the combination of the two product sets now enables Verint to offer survey collection and analysis across all channels, both for customers and employees. The Vovici product set also has capabilities to create and run social media-based groups, which provide another avenue for communicating with customers. 

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Topics: Cloud Computing, Contact Center, Contact Center Analytics, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Desktop Analytics, Operational Performance Management (OPM), Predictive Analytics, Social Media, Speech Analytics, Text Analytics, Verint, Voice of the Customer, Vovici, Customer Experience, Analytics, Call Center

Optimizing the Customer Experience Requires Dedication

Posted by Richard Snow on Jul 18, 2011 12:25:42 PM

In my research area, a lot is said and written these days about optimizing the customer experience. Some say it is done by improving key performance metrics such as customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES). Others say customer experience management (CEM) is the “new CRM”; some think it is part of a multichannel service strategy, and for others it is as simple as managing social media. In my view it takes all of these, and other efforts, to optimize the customer experience, and thus it is difficult for companies to achieve. Customer experience management is the practice of managing the effectiveness of customer interactions so the outcome meets the customer’s and the company’s expectations. In any case, the key question is how companies achieve this goal. 

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Topics: Call Center, Cicero, Cincom, Cloud Computing, Confirmit, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Performance Management (CPM), Customer Service, Desktop Analytics, MarketTools, OpenSpan, Operational Performance Management (OPM), Predictive Analytics, ResponseTek, Social CRM, Social Media, Speech Analytics, Text Analytics, Verint, Voice of the Customer, Customer Experience, Analytics, Upstream Works