Dallas, Texas | May 14 - 17, 2018
Something for Everyone. Your Tomorrow. Today.

Schedule and Tracks

Voice of the Customer

Leverage your solutions to be agile and responsive to the increasingly demanding expectations of your customers.

Workforce Engagement: Contact Center

How can you keep your workers engaged and performing at their peak? Discover solutions and automation for enhancing individual / team productivity and performance, whether in the office or on the road.

Workforce Engagement: Back Office and Branch

Need to enhance efficiency, profitability, and compliance in your branch and back office operations? Find out how you can engage your workforce and gain visibility into—and control over—processes and productivity.

Compliance

Are compliance regulations making your head spin? Discover solutions that can help you meet the challenges of evolving regulations while helping you reduce liability and mitigate risk.

Self-Service

Are you ready to reap the benefits of self-service? Take a closer look at the technology that can help empower your customers and employees with information that’s available anytime, anywhere.

Public Sector

Are you struggling to deliver services in today’s “digital first” world? Discover how you can engage constituents and customers using the channels they prefer while delivering services efficiently and effectively.

Social Communities

Are you a Telligent user? Find out how you can collaborate with your customers and employees with strategies and tactics to run a successful social community.

Day-by-Day Schedule

7:00am – 7:00pm Registration desk is open to serve you.

9:00am – 12:00pm Pre-Conference Workshops: Session 1

12:00pm – 1:00pm Lunch

1:00pm – 4:00pm Pre-Conference Workshops: Session 2

6:30pm – 8:30pm Reception in Solutions Lounge

7:00am – 6:00pm Registration desk is open to serve you.

7:30am – 8:30am Breakfast will be served in the Grand Hall

8:30am – 10:00am General Session will be held in the Lone Star Ballrooms B & C

10:00am – 10:30am Break in the Grand Hall

  • 10:30am Breakout Sessions (Session name :: Room name)
  • 1:30pm Breakout Sessions (Session name :: Room name)
  • 3:00pm Breakout Sessions (Session name :: Room name)
  • 4:15pm Networking Group Breakouts (Session name :: Room name)

11:30am Lunch served in the Solutions Lounge

2:30pm Break (The Solutions Lounge will be open for your enjoyment)

5:30pm Networking Reception: Meet up in the Solutions Lounge to enjoy refreshments and conversation.

7:00am – 7:00pm Registration desk is open to serve you.

7:30am – 8:30am Breakfast will be served in the Grand Hall

8:30am – 10:00am General Session will be held in the Lone Star Ballrooms B & C

10:00am – 10:30am Break in the Grand Hall

  • 10:30am - 11:30am Breakout Sessions (Session name :: Room name)
  • 12:30pm - 1:30pm Breakout Sessions (Session name :: Room name)
  • 1:45pm - 2:45pm Breakout Sessions (Session name :: Room name)
  • 3:15pm - 4:15pm Breakout Sessions (Session name :: Room name)
  • 4:30pm - 5:30pm Networking Groups (Session name :: Room name)

11:30am-12:30pm Lunch served in the Solutions Lounge

1:30pm – 1:45pm Break (The Solutions Lounge will be open for your enjoyment)

2:45pm – 3:15pm Break (Grand Hall)

6:30pm – 9:30pm Customer Appreciation Event

READ THE SESSION DESCRIPTIONS
DOWNLOAD THE AGENDA
Pre-Conference Workshops

Get Training. Get Soaring

Why not gain additional insight into Verint solutions before the Engage conference begins? Our three hour pre-conference sessions are organized into themes that focus on industry best practices and/or features in our solutions. Pre-registration is required to attend and you must be registered for the main conference. Space is limited and available on a first-come, first-served basis.

Pricing

The pre-conference workshop registration fees are $295 USD per session. Book three pre-conference workshops for yourself or for colleagues and receive 20 percent off the total cost. Fees include breakfast and lunch for all pre-conference workshop sessions.

Format

Workshops will be facilitated by an expert Verint consultant in a classroom format. The consultant will demonstrate in a lab environment and provide students with supplemental presentation material and product documentation as appropriate. No laptops are required for these sessions. These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

Please Note: Everyone is welcome to attend, but the topics covered in these workshops are intended for an audience that has previous experience with the applications noted in the workshop descriptions.

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the workforce management breakout sessions offered at the conference.

Workshop 1: v15 Advanced Request Management

Monday, May 14, 2018

9:00am—12:00pm

  • Topics: Learn the latest features and functionality of Request Management within Verint Workforce Management version 15. Using real customer examples, we will explore configuration options for Time Off Management and Shift Bidding. This session will provide new ways to use this functionality.
  • Audience: Workforce management scheduler users and managers responsible for administering Request Management
  • Applications Discussed: Verint Workforce Management

Workshop 2: Using Net Staffing to Make Business Decisions

Monday, May 14, 2018

1:00pm—4:00pm

  • Topics: This session is designed to show you how to use the net staffing report and make intraday decisions using Verint
  • Audience: Workforce management professionals
  • Applications Discussed: Verint Strategic Planner

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the technical sessions offered at the conference.

Workshop 1: Understanding the Underlying Architecture

Monday, May 14, 2018

9:00am—12:00pm

  • Topics: This session is designed review system architecture, processes, routine tasks and recently released features.
  • Audience: Telecom, IT, and network administrators interested in reviewing content and participating in discussions
  • Applications Discussed: Enterprise servers for WFO

Workshop 2: Supporting the Technology Efficiently

Monday, May 14, 2018

1:00pm—4:00pm

  • Topics:This session offers insight into reviewing log files, monitoring relevant alarms, and gathering useful data to troubleshoot the system.
  • Audience: Telecom, IT, and network administrators interested in reviewing content and participating in discussions
  • Applications Discussed: Enterprise servers for WFO

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the performance management sessions offered at the conference.

Workshop 1: Scorecards 101

Monday, May 14, 2018

9:00am—12:00pm

    • Topics: This session is designed to provide you with the basic understanding of how to use Verint’s Performance Management Scorecard solution and gain insight into your business metrics. The workshop will focus on Scorecard 101 topics, detailing configuration and setup of out-of-the box KPIs.
    • Audience: Application administrators who are responsible for setting up scorecards, and managers/supervisors responsible for managing team member performance
    • Applications Discussed: Verint Performance Management


 

Workshop 2: Expanding Scorecards to Include More of Your Company’s Data

Monday, May 14, 2018

1:00pm—4:00pm

  • Topics: This session will provide participants with information on how to configure Performance Management Scorecards with KPIs from data outside of the Verint solution. Participants will gain and understanding what is needed to build KPIs based on different third-party systems, such as CRM or sales data systems.
  • Audience: Application administrators who are responsible for setting up scorecards, and managers/supervisors responsible for managing team member performance.
  • Applications Discussed: Verint Performance Management

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the speech analytics sessions offered at the conference.

Workshop 1: Building Categories to Improve Quality Monitoring

Monday, May 14, 2018

9:00am—12:00pm

  • Topics: This session is design to provide you with tools and insight into using speech analytics to help enhance your quality monitoring program with relevant speech categories.
  • Audience: Business, reporting and data analysts who are responsible for identifying trends, reporting on results and driving actions
  • Applications Discussed: Verint Speech Analytics

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the quality management sessions offered at the conference.

Workshop 1: Automated Quality Monitoring

Monday, May 14, 2018

9:00am — 12:00pm

  • Topics: This session is designed to introduce you to Automated Quality Monitoring functionality. Discover how autoscoring your calls can help you locate deficiencies and automatically assign coaching when and where it is needed.
  • Audience: Quality monitoring analysts
  • Applications Discussed: Verint Automated Quality Management

Quality and Speech Reporting 101

Monday, May 14, 2018

1:00pm — 4:00pm

  • Topics: This session will provide participants with best practice recommendations to develop effective evaluation questions and forms, calibration techniques, and tracking coaching sessions.
  • Audience: Quality assurance teams and managers responsible for running their organization’s quality program
  • Applications Discussed: Verint Automated Quality Management

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration. The workshops are intended to complement the quality management sessions offered at the conference.

Workshop 1: Building Categories to Improve Quality Monitoring

Monday, May 14, 2018

9:00am — 12:00pm

  • Topics: This session is design to provide you with tools and insight into using speech analytics to help enhance your quality monitoring program with relevant speech categories.
  • Audience: Business, reporting and data analysts who are responsible for identifying trends, reporting on results and driving actions
  • Applications Discussed: Verint Speech Analytics

Workshop 2: Make CX your Competitive Advantage

Monday, May 14, 2018

1:00pm — 4:00pm

  • Topics: This session will provide a strategic perspective on how to transform your organization to make omnichannel Customer Experience a sustainable market advantage along with practical advice on where to start, why Voice of Customer provides you an unfair advantage against your competition, and how to help your organization mature into a CX market leader.
  • Audience: Anyone involved in improving customer experience across contact center, digital or branch interactions to increase loyalty and revenue for your organization.
  • Applications Discussed: Verint Voice of Customer Solutions
Have Your Say. Get Engaged

Engagement Zones

Ask The Experts Zone

Stay current. Get tips, tricks and best practices. Our one-on-one meetings with a Verint Professional Services consultant or a member from Product Management or Support are designed with your success in mind. Request an appointment now.

Customer Experience Zone

Tell us how we’re doing, where we can improve, and get a glimpse at how we incorporate your feedback into improvements to your experience working with us.

Product Innovation Zone

Test-drive future designs for desktop and mobile. Engage with Verint experts and provide input on product enhancements and innovations most beneficial to you.

REQUEST AN APPOINTMENT NOW

Solutions Showcase

Get hands on with and get up to speed on many solutions offered by Verint and its partners at the Solutions Lounge.

 

Customer Success Takes Center Stage

Call for Speakers

Want to share your experiences, expertise, opinions, and best practices with other Verint users at the conference?

Whether it’s your unique application and execution of Verint technologies, your knowledge of industry trends and strategies, your business-enabling results achieved using Verint solutions, or your technical prowess, there very likely is a place for you on the conference agenda. Beyond benefiting the broader Verint customer base, presenting at the conference, whether as a session host or a panelist, can be fulfilling in many other ways:

  •   Gain valuable presentation skills
  •   Gain recognition from your industry peers
  •   Build thought leadership
  •   Receive a complimentary conference pass (up to a $1,095 value)!

Click below to complete and submit a short speaking proposal form. Proposals are being accepted through March 9, 2018.

SUBMIT SPEAKING PROPOSAL

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

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