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  • A Customer Experience Journey and Critical Lessons Learned Along the Way :: Dallas B

    This is the story of how a small, matrixed team at a leading consumer credit reporting agency partnered with Verint to launch and grow its customer experience program. The CX team will take you through its journey – from how it got started to the insights and actions that helped rally the organization around the most important aspects of the customer journey. This session will offer helpful guidance for any business looking to get started with a new CX program.

    A Cyclic Approach to Speech Analytics Category Refinement :: Dallas B

    In this session, a financial services company shares how it embarked on a two-year-long journey to put a repeatable process in place to define, measure, and update its categories. Learn how it started with a baseline set of categories and key words, measured their effectiveness, and identified opportunities for enhancement – and how this process is constantly repeated for optimal analytics.

    A Journey to Modernize Quality with Verint Strategic Services :: Dallas A1

    Hear how a leading provider of insurance and investment products modernized its quality program with the help of Verint strategic services. From where it started to where it is today to where it’s going, learn how it is getting the most out of its investment in analytics-driven quality, leveraging speech analytics functionality and robust reporting alongside Verint Quality Management, to automate many processes that were once manual and, in turn, drive customer experience to new heights.

    A True Story of Knowledge Management Evolution and Innovation :: Lone Star A3

    Over the past several conferences, a document technology and services leader has shared its knowledge management journey. This year, the organization reveals how it continues to innovate and improve its global knowledge management platform. Learn how it deployed an intelligent rules infrastructure engine that interfaces with its knowledge bridge to help make knowledge ubiquitous; how it implemented search accuracy technology incorporating knowledge session end states to improve future search results; and more.

    A Workforce Management Journey from Front to Back :: Dallas D3

    Hear the innovative WFM journey of one of the largest mutual life insurance companies in the U.S., from its humble beginnings in the contact center to its quest to conquer the back office. Get real insights from the path the company took, how it partnered with Verint along the way, and the stellar results it’s achieved. Then, get a glimpse into the next phase of its evolution, including its plans to use Desktop and Process Analytics to help it soar to new heights.

    Accent Neutralization – Using Speech Analytics to Identify Associates for Targeted Accent Coaching :: Dallas C

    There are many unique and innovative applications for speech analytics beyond the mainstream objectives the software is often deployed to address. In this session, a leading provider of travel insurance in the U.S. shares how it developed the idea and process for using speech analytics to identify associates who struggle with pronunciation and, subsequently, provide targeted coaching to help improve their performance and the customer experience – further testament to the versatility of speech analytics to your business.

    Addressing Fraud and Cyber Risk: How Organizations Should Divide and Conquer Resources :: Houston A

    The evolving risk landscape facing the financial industry, highlighted by increasingly complex and severe cybersecurity and fraud threats, calls for enhanced strategies and innovative technology solutions. But as many executives know, increased risk doesn’t automatically equal an increase in budget. Companies must properly prioritize and act proactively to stay up to date with the latest trends and ensure comprehensive protection. In this session, Citigroup’s Rudy Wolter explains how banks can effectively allocate their time, focus and funds to identify vulnerabilities and mitigate the most critical threats.

    Artificial Intelligence and the New Age of Fraud Detection :: Houston B

    The age of artificial intelligence (AI) is upon us, affecting and improving countless aspects of our daily lives, and enhancing security solutions in a variety of markets. Financial organizations are seeing numerous benefits from the latest technologies powered by deep learning, as next-generation AI tools are ramping up the defense against fraud. When AI is combined with innovative technology solutions such as video, a powerful tool is formed to be used for investigating and deterring fraud. Boulder AI’s Darren Odom and Verint’s Alex Johnson look at the ways banks are using AI, such as to increase efficiency, reduce headcount in compliance, and provide a better customer experience.

    Automating Compliance Verification and Operational Assurance :: Dallas D2

    Ever feel uncertain about testing a sample of compliance recordings for fear that your recordings won’t end up being captured and stored correctly? Join this session to help relieve your uncertainty, as we delve into Verint’s new operational verification and assurance tools, which deliver automated testing of your recording infrastructure, recording data, and user behavior.

    Best Practices for Technology Renewal :: Houston A

    Union Bank & Trust, with over 150 banking locations and 220 ATMs throughout Virginia, Maryland and North Carolina, needed a technology upgrade to modernize processes and systems. Through Verint’s innovative and intelligent solutions, Union Bank replaced and updated its infrastructure to enhance security and streamline business operations. In this session, Union Bank’s Chad Currie walks through how to best handle this type of integration and dives into the steps taken by Union Bank to successfully deploy and take advantage of the new structure. Currie also looks at security then and now: as financial institutions try to stay one step ahead and execute a forward-thinking strategy, they must keep in mind the changing risk landscape. Customers were once the sole focus of many surveillance camera systems, but this has now shifted to include all individuals, as incidents such as internal theft have created a greater need for comprehensive situational awareness.

    Blockchain and the Customer Experience :: Dallas C

    Many people have heard of Bitcoin, but they do not understand it and are much less familiar with its underlying technology – blockchain. Blockchain can remove so much administrative cost from organizations that the figures are almost not believable. This session will cover a basic understanding of blockchain. It will also feature real-world examples from the CEO of HealthSplash, a company reducing operational costs and improving customer experience by leveraging the technology in healthcare.

    Branch :: Dallas A3

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Bringing a City Contact Center into the 21st Century :: Dallas A3

    All across the U.S., cities are moving to the 311 concept. Although each center may handle different types of calls, they all have one thing in common – the need to upgrade systems to provide a great citizen experience across multiple channels, including IVR, mobile, web, text, and social media, and multiple programs, such as multilingual and at-home agents. In this session, learn how new channels of self-service benefit cities through cost reduction, in turn helping to fund new systems.

    How to Build Cyber Threat Assessment Models for Physical Security :: Houston A

    Hackers are learning that targeting physical security to compromise digital assets can make their attacks much more effective. As physical security infrastructure undergoes significant evolution to look more like that of IT; ranging from remote connectivity, to services over connected devices, and the collection of sensory attributes for great intelligence, the attack surface of opportunity expands. It also gets more complex to effectively secure and common practice models that have been evangelized as part of longstanding training and certifications are no longer effective. This session will revisit how security practitioners can confront the transformation of physical security practices to those of cyber security best practices – but applied in the appropriate context. The majority of the session will focus on re-engineering how organizations classify assets, assign risk, and the actions taken by using a threat model. As opposed to a workspace to technology stack method, threat models study attack, severity and impact around various classes of assets to correlate specific risks to purposely executed controls.

    Challenges and Choices in the Cloud :: Houston B

    We’ve all heard about the cloud by now, but the amount of information surrounding its possibilities can understandably seem overwhelming. You will undoubtedly be asked a myriad of questions about its adoption, and there are some that you should be asking, too. Drifting to the cloud’s attractive promise provides benefits, opportunities and challenges – Where should you begin? Verint’s Alex Johnson and JaNae Forshee break it all down in this session through Verint’s cloud strategy and experience: from the barriers to video in the cloud, to the difference between cloud computing and cloud storage, to why IT departments are pushing banks and credit unions to the cloud, you’ll leave feeling confident in your ability to manage the cloud migration.

    Coffee Talk: Back Office and Branch :: Austin 1

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Desktop Analytics, Automation and Robotics :: Lone Star A4

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Public Sector :: Pearl 5

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Quality and Performance :: Austin 2

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Recording and Compliance :: Austin 3

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Self-Service :: Pearl 4

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Coffee Talk: Workforce Management :: Lone Star A1

    Share a cup of coffee or tea with your peers and get inspired! This is the perfect time to take what you’ve learned throughout the conference and ask questions, share best practices, and promote your own successes. In the past, these final sessions have been among the most highly-rated sessions at the conference, with attendees exchanging ideas on a variety of topics.

    Considering Cloud? What You Need to Know for a Successful Cloud Strategy :: Lone Star A2

    Considering moving to the cloud? The terminology can be confusing, as can all the options. What are the pitfalls you want to avoid? Cloud is more than just a deployment model – it offers you flexibility in shifting your IT, service, and support as you modernize your technology over time. In this session, we’ll share what you need to know to plan the right cloud strategy for your organization’s needs, and how we can help.

    Contact Center of the Future Reimagined: From Possibilities to Realities :: Dallas A1

    Everything is changing.  With the ever-present promise of change in the contact center, it’s time to assess what developing solutions like artificial intelligence (AI) and robotics really mean to the customer care profession.  This session will also consider the impact of automation and the evolution of employee engagement, driven by millennial generation workers and customers.  Now in its fifth year at Engage, this session will provide a reality check designed to both challenge and enlighten those who work with an eye toward the contact center’s future.

    Conversational Commerce – Chatbots Driving Online Sales :: Dallas A2

    Innovation through digital self-service has been driving new IT systems in enterprises through analytics and engagement. In a Q&A format, a multinational computer technology company discusses how it transformed the way it approaches online sales and service by combining its chatbot “Ava” with live agents. Key takeaways will include the most valuable tools to support boosting sales and improving CX, as well as how current business processes must adapt to better leverage connected self-service and intelligent solutions.

    Create a Back-Office Mission Control to Skyrocket Performance :: Dallas D3

    Hear how a leading business process outsourcer dramatically increased productivity and performance across multiple teams and locations by creating a standardized operational intelligence dashboard. Using Verint Work Manager, team leaders and executives have real-time insight into employee performance, SLA achievement, and end-to-end process effectiveness.

    Creating a True Customer-Centric Culture :: Lone Star A2

    Join this interactive think tank and learn how a leading utility leverages its Verint customer engagement portfolio of solutions to drive award-winning customer experience. Learn how workforce management, quality management, employee desktop, and scorecards – along with an innovative “Four Cs” CX strategy – are all part of the approach.

    Creating Your Own Sistine Chapel Using Verint Performance Management Scorecards :: Lone Star A2

    Hear how a major retailer used Verint Performance Management to engage and empower call center leaders and advisors to meet performance metrics. Join this session to learn strategies to create an easily digestible design and ways to inspire users to harness the applications’ capacity to drive rapid and lasting performance improvement through an effective change management plan. Discover how to best use Verint PM in your own organization to prove ROI through effective adoption, utilization, and engagement.

    CX and the Contact Center :: Dallas C

    Speech recognition is an incredibly powerful tool. For most companies, the contact center remains the most likely point of interaction with customers and contains a hotbed of information that can serve as a business intelligence hub for the entire organization. This session will provide real-world examples of several Verint customers where speech was utilized in highly effective sprints to uncover tremendous financial value and improve the customer experience.

    Defining the Human Age: Customer Service in 2030 :: Lone Star A4

    What will customer service be like in 2030? Find out in this entertaining session that examines global research that Verint recently commissioned from Opinium Research LLP. Explore how technology, societal trends, and customer preferences will shape customer engagement in the years to come—and gain insight into how you can engage the discerning customer and strike the balance in human and automation service experiences.

    Digital Transformation of the Customer Experience :: Dallas C

    For several years, organizations have identified customer experience as both their most significant competitive differentiator and their most important strategic performance metric; however, only a small majority rate themselves “excellent” around CX service delivery. Using data gathered from Dimension Data’s Global Customer Experience Benchmarking Report, learn how digital transformation can enable organizations to deliver improvements in CX, why some organizations may be falling behind in their digital transformation, and steps to take to get (back) on track.

    Digital Transformation: What Does It Mean in Your Back-Office? :: Dallas 3

    Join this interactive session to hear from four organizations using back-office WFO. They’ll share their predictions for where operational management is heading, as well as discuss the implications for processes and solutions that support the ever-so important behind-the-scenes customer service functions.

    DPA + Scorecards = Fast Track to Back-Office Results! :: Dallas D3

    Workforce Optimization in the back office doesn’t have to be complicated to get huge returns. In this session, a leading health insurer and Verint will show you the three steps to success. You’ll learn the key components to use from Desktop and Process Analytics and Scorecards (also known as Operations Visualizer), where to focus to quickly identify areas of opportunity, and the essential steps to drive realization of those opportunities.

    Email and Secure Messaging for the Modern World :: Lone Star A4

    What’s in your email? In this session, a well-known diversified bank offering a broad range of financial products and services shares its journey migrating to an engagement management platform in the cloud. Learn how it effectively leverages the platform for email and secure messaging response management for the benefit of its business and customers, helping to provide customers with a more consistent experience, elevating customer engagement, and more.

    Embracing Integrations for a Stronger Security Strategy :: Houston A

    As the nature of today’s security threats and vulnerabilities advances, so too do the processes and technologies designed to face them, but adopting these new innovations can understandably feel unfamiliar and uncertain. The key lies in taking advantage of solutions that seamlessly integrate for a user-friendly experience, and those that are secure and protected against a variety of risks. In this session, Sterling National Bank’s Jason Vazquez describes this approach in detail and also emphasizes the importance of collaboration — not just between manufacturers, integrators, and end users, but between physical and cyber security teams as well — to propel robust security measures across a business’ infrastructure.

    Employees and Robots Working Together to Improve CX in Your Contact Center :: Lone Star A2

    Customers want the personal touch your agents provide, and advances in technology enable human employees to work side-by-side with software robots. Automation software like Robotic Process Automation can improve handle time and customer experience, and also free up employees from time-consuming repetitive tasks. See how this solution can help you modernize your contact center and evolve the nature of your work.

    Everything You Need to Know About Enterprise Intelligent Assistants :: Dallas A1

    Dan Miller, Lead Analyst at Opus Research, provides an overview of the intelligent assistance landscape – from bots to full-fledged virtual agents. Informed by Opus Research’s census of IA implementations that spans more than a decade and incorporates over 2,600 deployments at nearly 1,300 companies, Dan will describe successes, failures, challenges, opportunities, technologies, use cases, and more.

    Expand Your Skills in Branch Forecasting and Planning :: Lone Star A1

    Join this tips and tricks session to learn new ways to leverage Branch Forecaster and Planner for greater insights and accuracy. For example, we’ll show you how to model sales initiatives using transaction forecast scaling and how to automate planning execution and filtering processes.

    Face-to-Face Audio Recording Extends Quality and Compliance :: Dallas D2

    Organizations with distributed locations offering face-to-face customer service are challenged with incorporating this channel into their omnichannel strategy. Learn how banks, telecoms, and other industries are helping to ensure quality, compliance, and consistency with face-to-face audio recording. 

    Five Years Later – An Omnichannel Deployment Update :: Lone Star A4

    Five years ago, one of the world’s largest social mission-driven organizations, with 37+ million members, set out on a quest to provide the most optimal support for its members through an innovative omnichannel strategy and accompanying technology. Learn about the organization’s journey, through three telephony integrations, with a fourth in the works, and three different outsourcers, culminating in its recent launch of chat and its plans for continuing to optimize customer engagement in 2018.

    From Adversary to Trusted Advisor :: Lone Star A2

    Whose job is service level management? What should “real-time” staff own, versus leaders who coach? How can workforce management (WFM) influence staffing decisions? Contention between WFM and operations groups can be very real, but also present an enormous opportunity for improvement. In this session, explore how you can leverage continuous improvement tools, adequately define WFM and operations roles, align objectives, and make problems visible and addressable across groups to promote yourself to trusted advisor status.

    Get Even More Value from Your Voice Recordings – Introducing Transcription as a Service :: Dallas A2

    Looking for new ways to get the most value from your technology? In this session, we’ll share how Verint speech transcription can help you uncover more insights from your customer conversations. It’s an easy way to empower your data scientists with the unstructured data from your recordings – in the cloud or on-premises. Learn more about this innovative solution and how it can seamlessly deliver value across your organization.

    Government and Public Sector :: Dallas A3

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Hardening Your Video System to Ensure Effective Cybersecurity :: Houston B

    When it comes to cyber attacks, it’s critical to understand the way they are evolving: while they once primarily targeted computers and network infrastructures, their expanding ability to penetrate physical security devices must not be ignored. Video security systems pose a significant risk that can be exploited if left unattended and can lead to a deeper and more complex breach if not mitigated promptly. Hear Rose describe how to tackle surveillance system hardening in this session and provide best cybersecurity practices for specific systems, such as EdgeVRs, switches, and IP cameras. Questions about IT teams’ recommendations and changes will also be answered, rounding out a discussion on how to establish an ongoing, comprehensive strategy to efficiently manage cyber threats.

    Harness NPS to Drive Demonstrable CX and Business Improvement :: Dallas C

    The effectiveness of NPS is a topic that attracts much debate. However, when employed effectively, it can be the catalyst for widespread business improvement. Join this session to learn how an organization’s innovative NPS process, at the very heart of its culture and strategies and powered by Verint Enterprise Feedback Management, drives satisfaction, loyalty, and revenue – resulting in an NPS score of 81.54 while servicing 60,000 dealerships worldwide.

    Hidden Insights – Creatively Leverage the Voice of the Customer to Achieve Desired Business Outcomes :: Lone Star A1

    VoC is a key performance metric that should matter to your business. Asking your customers for feedback is a proven method for improving CX, but are you leveraging rich insights from unsolicited, unstructured, indirect, attitudinal, and inferred feedback to your competitive advantage? Industry leaders share how they connectdisconnected listening posts, integrate disparate feedback sources, and tap into hidden insights to improve their overall omnichannel CX, drive operational improvements, and measure the impact on their business.

    How Open, Modular AI Lets You Take Control of Your Investment :: Dallas A2

    AI is hot, but nobody wants to get burned. Find out how an open, modular approach to deploying AI in the enterprise can give you the ability to start anywhere, scale across many applications, control your AI destiny as your solution evolves, and protect your investment as technology advances. If you’ve ever wanted to open up the “black box” of artificial intelligence, this session tells you how.

    How to Build a Business Case for IVA in the Contact Center :: Dallas A2

    A solid business case starts with finding opportunities to add value and ends with realistic projections that stakeholders can confidently support. We’ll take you through a step-by-step process for building an intelligent virtual assistant business case using best practices gained from dozens of deployments. Whether you’re building a business case or you’re simply curious, you’ll leave this session with a better understanding of the impact of IVA technology on contact center operations and businesses like yours.

    How to Build a Sustainable RPA Program :: Dallas D3

    Surrounding robotics with the right people and processes can help maximize the return on your robotics investment. Learn how to avoid common pitfalls and create the proper structure to drive the highest impact.

    How to Get Your Customers to Help Offload Agents and Build Reusable Knowledge :: Dallas A2

    Social communities might be the best-kept secret in customer self-service. Learn how to build a vibrant and trusted online community where your customers can share ideas, learn best practices, collaborate, share knowledge, and more. Hear use cases of how social communities have reduced contact center volume and contributed to enterprise knowledge through formalized outputs to a knowledge management hub. Your customers win, your agents win, and your marketing department will be thrilled with the customer engagement!

    How to Make an Impact on Contact Center Adherence :: Dallas D2

    Struggling with how to approach adherence and achieve the results you want? Hear the story of an American telecommunications company’s challenges with agent adherence and how it used partnerships, accountability, and features within Verint Enterprise Workforce Management to achieve significant improvements. Learn how, with employees demanding schedule control at the same time the business has to optimize staffing, the company’s approach helps agents take ownership of their results while providing them with the tools they need to succeed.

    How Verint Automates and Modernizes Fraud Mitigation Beyond Surveillance with Voice Biometrics and Call Behavior Intelligence :: Houston B

    The increase in the frequency and severity of fraud in the banking industry has led to vast improvements in online and point-of-sale security, but this has also caused fraudsters to turn to other methods to defraud organizations, such as through the voice channel. This is occurring at the same time that traditional phone-based authentication processes, known as Knowledge Based Questions (KBA), are proving ineffective. This session outlines Verint’s ability to look further than video surveillance to provide a streamlined approach to addressing authentication with voice biometrics as well as automating fraud detection through caller behavior and identity analysis.

    Impacts of Cybersecurity Legislation and Regulations on Protecting Data :: Houston A

    Users’ relationships with Internet and social media providers, as well as enterprises using their data, are strained. Recent news and events about cybersecurity breaches and business practices have awakened legislatures around the globe. While Europe has been in the forefront from a regulatory perspective, U.S. legislators are now beginning to recognize the issues involved. This session will discuss the government’s interest in protecting data and ensuring transparency; how governments will view and approach legislation to better protect data and provide assessments independently; and the impact on enterprises large and small, emphasizing the influence on business models and analytics of data.

    Is Your Center Ready to Implement Enhanced Technology? :: Dallas A3

    Technology innovations in the contact center space are moving at a lightning fast pace. Everyday, we hear about AI, bots, CX, knowledge management, and speech analytics. This list goes on. The critical question is how can contact centers utilize technology effectively to actually enhance the customer experience and not impede it? This session will discuss the steps needed to ensure that you, and your customers, are ready for that infusion of new technology.

    Is Your Security Solution a Secure Solution :: Houston A

    You only have to check today’s news headlines once to see that cyber threats and data breaches are affecting organizations around the world, and financial institutions are no exception. Banking is the number one targeted industry due to the monetization of the cyber attack, and these invasions can cause devastating damage to not only the institution but also to the brand. Don’t get left behind: learn in this session how to communicate today’s cyber threats to your teams and understand how today’s technology solutions help protect network communication. Banks must start to change their thinking and adapt to the latest trends to create a comprehensive and secure security solution, and PNC Bank’s Scott Francis and Verint’s Stuart Caton provide the appropriate next steps to take action.

    IVA and Chatbots 101 :: Dallas A1

    Learn just enough to be dangerous in this introductory session about artificial intelligence and chatbots. We’ll introduce you to the key technologies, define how they fit together, and give you a sense of how they are being applied in the contact center and beyond. Do you know the difference between an Intelligent Virtual Assistant, a chatbot, and Alexa? Can you tell the difference between the contenders and the pretenders in this space? Attend this session and you will.

    Knowledge Management :: Lone Star A4

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Knowledge Management – Am I Doing It Right? :: Lone Star A4

    At Verint, knowledge management isn’t just a product – it’s a lifestyle. To truly be successful, companies must embrace the process and organizational elements of a knowledge management program, and follow best practices around knowledge creation, adoption, and measurement. Listen in as one of Verint’s top knowledge management experts explains the tips and tricks needed to get the most out of your knowledge management investment.

    Meeting Your Regulatory Compliance Challenges :: Dallas D2

    GDPR. PCI. TSR. HIPAA. MiFiD II. The procedural and data protection regulations you need to comply with are getting more numerous, more complex, and more punitive. Join this session as we discuss how Verint’s solutions can help you address some of your most pressing regulatory compliance challenges.

    Mission Possible – Reducing Legal Costs with Speech Analytics :: Dallas C

    One of the ten largest banks in Brazil shares how it turned the impossible – isolating calls that could lead to legal claims from its vast call volume – to the possible with speech analytics. Learn how it went from agents struggling to accurately pinpoint call reasons to automatically identifying customer calls with a high probability for legal demands, enabling the bank to take quick and decisive action to avoid potential legal claims and, in turn, reduce legal costs.

    Mobile Employee Engagement :: Dallas D2

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Out with the Old, In with the New – Modernizing Citizen Engagement :: Dallas A3

    Departments with differing needs. Disjointed citizen experiences. No clear focus. For a thriving and vibrant Canadian county, it had its work cut out in unifying on a single customer engagement platform. Hear how it’s tackling the challenge head on – from a common mandate to department buy-in. Then learn how it’s building a strong foundation, with the right solution architecture, for the future, including request model and report refactoring and an upgrade to Verint Engagement Management Professional 15r4.

    Performance Management and Gamification :: Lone Star A2

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Prescriptive Analytics for the Rest of Us :: Dallas B

    How can you predict customer behavior when you don’t have an in-house data science team or that team is overloaded? How can you, the subject matter expert, analyze massive amounts of customer interaction data and identify the next best actions within minutes to impact the future? Come learn approaches to overcoming these challenges and how leading organizations are using exciting new automated predictive analytics solutions to create prescriptive actions that reduce customer churn and increase loyalty.

    Profit More from Speech Analytics with a Blueprint that Works :: Dallas B

    Speech analytics can have a profound impact on the enterprise by yielding vast improvements in efficiency and sweeping cost reductions, but only with a well-crafted strategic blueprint. Attendees will learn the nine basic building blocks of a blueprint for success with speech analytics. Success stories illustrate and complement the importance of a defined strategic blueprint in preparing any enterprise for speech analytics. Gain the know-how you need to begin crafting your own strategy.

    Putting Your Best Tech Forward :: Dallas A1

    Enterprises have invested heavily in “best-in-class” technologies, such as IVR, call recording, speech analytics, case management, CRM, and knowledge management, to support agents and customers. Today, these technologies are your building blocks for bots, virtual agents, and other intelligent assistants. Opus Research explores tactics for enlisting existing staff and leveraging current technology investments towards your intelligent assistance strategies. Hint: Verint’s acquisition of Next IT adds the domain knowledge, development tools, and tuning mechanisms to launch intelligent assistants successfully.

    Quality :: Lone Star A3

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Recording – Integrations and Your Data :: Lone Star A3

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Request Management Everywhere – Empower Employees in the Office and on Mobile :: Lone Star A2

    Happier employees lead to happier customers. Schedule flexibility is one of the primary drivers of employee work/life balance, morale, and turnover. In this session, we will discuss how request management available from anywhere – in the office and on mobile devices – can improve employee happiness and well-being in the workplace. We will review existing Verint product capabilities, what’s coming next, and then brainstorm on ways to enhance request management capabilities to further heighten employee and, in turn, customer satisfaction.

    Rewrite the Rules with Automation :: Lone Star A1

    Learn how leading enterprise companies are rewriting the rules to create significant value with intraday automation. Many workforce management teams are using automation to improve adherence, eliminate exception entry, and more. In this session, you’ll hear how industry leaders achieve these new workforce efficiencies, what they learned along the way, and how this type of innovation has had an exciting and rewarding impact on the roles and careers of workforce management professionals.

    Self-Service – The Contact Center Agent’s New Best Friend :: Dallas A1

    Customers want to achieve their goals faster and with as little effort as possible. When that doesn’t happen in self-service, as a contact center leader you can guess who’s responsible for getting the job done right. As self-service gets more intelligent, these roles can change. Find out how self-service can be the contact center agent’s digital buddy both before and after the customer engages with an agent.

    Selling Security into the Board: Get the Skills for the Investments You Need :: Houston A

    You get one shot to make a good first impression. It may take months or even years to get in front of a key financial decision maker. Be ready to impress that Verint and the system integrator are the right trusted partners to choose! Learn how decision makers process information, how they formulate their decisions and the right way to gain senior level commitment that will initiate a new business relationship. It will change the way you look at presentations forever!

    Selling Workforce Topics to the Executive Level :: Lone Star A4

    Join this session for an informative and valuable discussion focused on how to effectively communicate and sell workforce needs to your executive team. We will break down how to identify the motivations of your audience and tailor detailed information to their level. This is an interactive presentation, so bring your issues to discuss.

    Speech Analytics – Your New Compliance Partner – An Audit a Day Keeps the Fines Away :: Dallas D2

    A large credit card provider shares how it uses speech analytics to monitor whether verbal “cease-and-desist” and “do not call” requests are being processed correctly by staff, helping it achieve significant costs savings in the form of loss avoidance, as well as identify training opportunities. Join this session for an overview of the organization’s problem identification process, term selection, category and search creation, and audit refinement that you can apply to your own enterprise.

    Speech and Text Analytics :: Dallas B

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    Strategic Planner – Use Case, Benefits, Best Practices, and More :: Lone Star A1

    Do you have Strategic Planner, but aren’t using it to its fullest capacity? Don’t have Strategic Planner, but wondering how it could help you? Whether you’re a beginner or an expert, learn how to get the most out of the powerful forecasting and planning tool from a power user at a leading premier cruise line. Topics will include how to set up and use the solution, benefits to you and your organization, recommended best practices, and more.

    The Back Office – An Industry in Transition :: Dallas D3

    Join this session to hear how digital transformation is slowly migrating to the back office. Omer Minkara, Vice President and Principal Analyst at Aberdeen Group, will share his firm’s latest survey results on next-generation back offices. Similarly, Mary Lou Joseph at Verint will share the results of Verint’s Optimized Back-Office Management Processes survey and the top 4 characteristics of optimized back-office organizations.

    The Case for Compliance :: Dallas D2

    Learn how Verint Speech Analytics provides an innovative platform to help control and mitigate risk – from categorization strategies to alerts to interaction reconstruction. Hear first-hand how a Fortune 500 energy company utilized speech analytics to enhance its overall Trade Surveillance program. Discover how voice transcription and modeling of language helped facilitate synergies in the company’s classic compliance program and how you too can gain a more defensible position should regulators inquire about your practices.

    The Future of Workforce Engagement – Are You Ready? :: Lone Star A1

    With remote workers, globally distributed teams, the rise of the gig economy, and the prevalence of automation, work certainly doesn’t look like how it used to. Successful companies will take advantage of these changes versus being blindsided by them. In this session, learn how to engage your workforce now and in the future, so that together you can drive successful customer outcomes. You’ll also get a sneak peek into some of the solutions Verint offers to drive workforce engagement.

    The Growth of Chatbots in Regulated Industries Like Healthcare and Human Resources :: Dallas A2

    Bots are still relatively new and nascent, but the technology is already a strategy of companies both big and small. In this session, we sit down and chat with digital experts at a multinational pharmaceutical company and a leading global provider of benefits and cloud-based HR solutions, discussing everything from how people and processes have a major impact on the success of deploying technology to the strategies and best practices that help ensure bots are a success for both business and consumers.

    The Journey from On Premises to the Cloud :: Lone Star Ballroom A1

    Join Nick Delis, Area Vice President of Five9, for a lively discussion of real-world companies migrating their contact centers to the cloud. Nick has been personally involved with hundreds of companies as they transform their service and sales operations. This interactive session will focus on real business situations and provide insight on how a migration for your contact center will impact your business from an operational, financial, business continuity, and disaster recovery perspective.

    The Road to Speech Analytics Success :: Dallas B

    Learn about the road to speech analytics transformation and success taken by one of the fastest growing private pension and life insurers in Turkey. Take in where it started, lessons learned along the way, where it is today, and the journey ahead with Verint. Use the outcomes it’s achieved, as well as and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

    The Top 10 Customer Service Trends Of 2018 :: Lone Star A3

    We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels – shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount – an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. Kate Leggett, Forrester VP and Principal Analyst, will outline the top 10 technology trends for customer service that you must pay attention to in 2018 to stay ahead of your competition.

    Tips for Selecting a Knowledge Management System :: Lone Star A3

    While most organizations have envisioned implementing knowledge management, many struggle with defining their specific knowledge management needs and selecting the right platform to meet those needs. With over a decade of experience implementing and supporting large-scale KM solutions, SPAR Solutions will share critical factors to consider when defining your requirements and identify the criteria that matters most to help you make the right KM decision for your organization.

    Top 10 Differences in Workforce Management by Business Function :: Dallas D3

    Workforce management is workforce management – the concept is the same, but the approach in different business functions is unique in practice. Different cultures, media types, customer demands, and employee needs require you to use different methods to get to the same end result – having the right resources at the right time to meet your customer service goals. Attend this session to learn the top 10 WFM differences in branches vs. inbound and outbound contact centers vs. back-office operations.

    Implementing Decentralized Forecasting and Scheduling on a Global Scale :: Lone Star A3

    With more than 500 locations in 80 countries where it provides in-person support for its driver-partners, an innovative peer-to-peer ridesharing, food delivery, and transportation network company shares the complexities and challenges of its unique, global workforce management rollout. Hear how tracking adherence and ensuring compliance were vital project deliverables from the outset and how a decentralized approach to forecasting and scheduling was taken to ensure both a fast rollout and site independence.

    Using Desktop and Process Analytics to Improve Performance Management :: Lone Star A2

    Want to “up your game” with DPA? A user from a leading technical services and support provider first talks basics, such as what DPA is and standard DPA source measures, and then delves into KPI outputs of source measures and explores some advanced DPA triggers to create additional source measures. Learn paths to resolution using DPA and KPIs for common business challenges and then pose questions to help you tackle your own specific business challenges.

    Valuing the Voice of the Customer through Post-Call Feedback :: Dallas C

    Capturing and understanding the voice of the customer is paramount to elevating customer satisfaction and, in turn, loyalty. Learn about a leading cruise line brand’s maiden voyage to deploy a post-call survey for collecting, measuring, and improving the customer experience. Gain insight as the organization shares its action plan developed to implement the survey, and how it’s using the results to better coach its agents to more effectively address customer needs.

    Verint Evidence Center: VyStar Credit Union’s Perspective and Success :: Houston A

    VyStar Credit Union, headquartered in Jacksonville, Fla., turned to Verint Evidence Center to protect its 591,000 members across 250 ATMs and 50 branches in Northeast and Central Florida. Verint Evidence Center is a powerful solution that allows banking and credit union customers to strengthen intelligence gathering, streamline investigations, and combat and resolve bank fraud. VyStar’s James McDonald and Kevin Owens, as well as Verint’s Jim Moran, discuss in this session the challenges VyStar faced and the lessons learned since their first meeting with Verint in 2014. VyStar Credit Union saw 85 percent more overall efficiency with Verint Evidence Center when compared to previous manual searches, saving on time and costs and providing the ability to efficiently investigate transactions based on expansive criteria.

    What Makes Intelligent Self-Service Smart? Where We’re Going and Why :: Dallas A1

    As self-service gets more intelligent, how can it make your employees more productive and your customers more satisfied? Artificial Intelligence is changing the complexion of self-service, but it’s a mistake to focus on the technology alone. Find out how Verint’s investments in intelligent self-service are coming together to make your life as a contact center leader much easier now and in the future.

    Where to Start with Employee Desktop Transformation :: Lone Star A4

    The working environment for your contact center workers is broken. Disconnected applications are scattered on their screens, forcing employees to toggle between multiple systems and struggle with outdated technology. You know you have a problem, but how do you fix it? We’ll walk through tips and tricks to help you transform your current employee desktop environment into a single pane of glass. Learn how to get started and how to map out the steps for a total transformation.

    Workforce Management :: Dallas C

    Want to learn more about the Verint solutions you’re using?  This is a great opportunity to discuss best practices and lessons learned with other Verint users and members of the Verint team.  We guarantee it will be time well spent!

    The Road to Speech Analytics Success

    Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

    Tuesday, 10:30 AM

    Dallas B