Dan Heath

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Something for Everyone. Your Tomorrow. Today.

Tracks and Agenda

 

Track Descriptions

Conference breakout sessions are organized into tracks to help you target the sessions that best meet your needs.

Customer Experience

Looking to deliver better customer experiences and improve business performance? Learn how you can leverage the voice of the customer across channels to gain insight for smarter decision making.

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.

Security, Surveillance and Fraud Investigation

Are you implementing innovative, unified and predictive security solutions to protect against threats? Discover how you can leverage Verint to address some of the top challenges today in the financial industry.

A look into what your day will include

Agenda

 

Engage 2019 will offer a broad range of interactive breakout sessions. Many presenters are actual users of our solutions and happy to share their experiences to help you solve problems, learn tips and techniques, and gain new perspectives on how to leverage your solutions more effectively.

Customer Experience Sessions

A Tradition of Great CX: A Leading Edge Retailer Drives Success in the Digital Age

This almost century old retailer is growing in the digital age by putting the focus on the customer. Hear how CX insights help drive strategic decisions to meet the needs of a unique niche audience and bring a tradition of legendary customer service into the digital age. The organization will share how the CX team uses tools such as ForeSee text analytics and Smart Thank You pages to operationalize CX across an organization and deliver improved experiences.

Big Data Small Data – Before You Can Predict the Future, You Need to Understand the Past

Big Data is all the rage in business today, with its promise of predictive analytics to identify buyers. While Big Data can help you sell more, it is woefully inadequate at helping you optimize the customer experience. Enter Small Data. Using Verint at the heart of a comprehensive unstructured voice of the customer analytics practice, you can reconstruct customer journeys to identify root causes of recurring calls and complaints, eradicate them, and build customer loyalty. A powerful one-two punch!

Operationalizing VoC for Far-Reaching CX Changes

As an ecommerce platform for B2B businesses, this global manufacturer and distributor of high-quality life sciences products, services, and solutions faces unique - but also very common - challenges. Learn how the company harnessed VoC to spur cross-team action that had tangible business impact, including significant increases in NPS scores.

CX Means Business: A CX Program Built Around Organizational Objectives and KPIs

Learn how the CX program at the College of American Pathologists was built to succeed by focusing on what mattered to the business as a whole and on the organization’s fundamental values: precision and scientific validity. The Director of Digital Strategy connected KPIs highlighting the precision underlining the ForeSee measurement – resulting in adoption and engagement all the way up to the board. Attend this session to learn how you can make your data more relevant to stakeholders across your business.

Putting "You" in the Middle: Transforming TUI into a Truly Customer-Centric Company

TUI puts ”you” in the middle, so when its executives began asking internal teams, “What are you doing to focus on the customer?”, they had to take an honest look at their approach. The CX team stepped in and shifted the way they socialized ForeSee data, moving from data dumps to relevant, actionable formats for each department. From arming product scrum teams with insights to inform sprint cycles and drive innovation, to providing the executive team with the intel needed for strategic planning, hear how the team re-focused the organization on the customer.

Taking an "Outside-In" Approach to Digital Transformation with CX

Digital transformation initiatives are key to competing in an ever-changing digital economy, but to be successful these programs must be customer focused. Hear how a multi-national semiconductor company put its customers at the center of its digital transformation efforts by utilizing ForeSee CX insights to drive its strategic approach.

The Future of Enterprise VoC: Verint EFM 15.3 Product Release

A deep dive into Verint's VoC solutions product release, which brings together Speech Analytics, Digital Feedback Management (OpinionLab), Enterprise Feedback Management (EFM), and EFM-IVR (Customer Feedback) - to capture and analyze speech and text-based VoC across multiple channels. The end result: a fully optimized omnichannel customer experience. Now, if your customers can say it, write it, or click it, Verint can truly help you listen, analyze, and act on it!

Distilling Oceans of Data Down into Streams for Focused Fishing

With oceans of data, how do you catch the right insights or trends most impacting your business and the customer experience? Hear how a global financial services leader gains powerful directional insights from Verint Speech Analytics that enable analysts to quickly procure intel or, as the company calls it, “distilling oceans of data down into streams for focused fishing!” From developing an internal customer sentiment index to effectively measuring “customer effort impacts,” learn how it optimized the solution to help it understand true customer pain points, strategically prioritize actions, and elevate the customer experience enterprise-wide.

How a Closed-Loop VoC Process Moves the Needle on Contact Center Metrics

As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.

How to Combine Cross-Channel Customer Insight to Deliver Improved Omnichannel Customer Experience

As customers continue to engage with you on their rather than your terms, crossing channels seemingly at will, organizations have been grappling with how to deliver consistently exceptional CX. Join this session to learn how Costco incorporates customer insight from digital, store, and contact center channels to deliver an optimal overall omnichannel experience for its members.

Using Speech Analytics to Improve New Product Offerings and Service Changes

In this session, a leading financial services corporation shares how it uses speech analytics to automatically categorize, retrieve, and analyze calls from customers related to new product offerings and service changes. From this, it is able to observe, react to, and address customer responses to improve products, communications, back-office processes, agent knowledge and performance, and the customer experience in real time.

Increase CSAT and Reduce Costs: Using Speech Analytics to Make the Dream a Reality

In this session, a leading health insurer in New England shares its quest to serve customers better and reduce costs at the same time. Sound impossible? Not with Verint Speech Analytics. Hear how this company was able to reduce repeat calls and lower handle time, while also increasing customer satisfaction. Walk away with insights on how you too can make your operational goals a reality – and your customers happier in the process!

Transforming CX with Speech Analytics and Desktop and Process Analytics

In this session, a leading power utility company shares its journey upgrading to version 15, adding speech analytics and desktop and process analytics to help identify cost savings while improving agent and customer experience. Learn how in a short amount of time the utility operationalized its solutions and, using them in combination, identified quick wins related to handle time, process improvement, and performance management opportunities. Leave with ideas on how you can easily replicate these gains.

Generating Global Impact with Speech Analytics and the Transcription Data That Fuels It

A technology-enabled, leading global business services company shares how it uses Verint Speech Analytics to generate powerful insights for its business and its clients. Learn how it uses the solution, including combining speech transcripts with other CRM and operational data sources, to uncover game-changing revenue streams, reduce operating costs, and improve client outcomes. Walk away eager to start using speech analytics and call transcript data in your own business to help you elevate CX and drive ROI.

DX + CX = HX: The Sum Is More Than the Parts

Today’s companies are looking for ways to blend the best of human and machine intelligence with the ultimate goal of empowering the human experience (HX) via meaningful brand interactions. This means combining traditional customer experience (CX) with digital experience (DX) technologies like bots and analytics. Together, they enable the ideal end-to-end CX journey, which will optimize business outcomes. Through use cases and case studies, this session will prove how DX + CX = HX.

Get the Most Value from Avaya Workforce Engagement

With 5,000+ customers worldwide, Avaya Workforce Engagement helps organizations transform employee and customer engagement. In this session, learn how to maximize the value of Avaya Workforce Engagement – from identifying emerging customer trends with speech analytics, to removing agent frustration in finding answers to challenging questions with knowledge management, to capturing actionable voice of the customer feedback across channels with enterprise feedback management. Plus, learn how you can make software upgrades painless and easy by migrating to Avaya OneCloud.

Representative! Representative!" Unleashing the Power of a Transcribed IVR

Are your customers frustrated with your IVR? Do you even know? Join this session to learn how to utilize Verint Speech Analytics to help optimize IVR performance, improve containment, and elevate the customer experience. First, get insight into what it takes to integrate your IVR recordings into speech analytics. Then, hear real-world examples for improving caller containment within the IVR, identifying response recognition inconsistencies, discovering opportunities for root cause analysis of customer frustration with IVR prompts, and more.

Customer Sentiment Index and Customer Effort Index Driven by Speech Analytics Categories

With oceans of data, how do you catch the right insights or trends most impacting your business and the customer experience? Hear how a global financial services leader gains powerful directional insights from Verint Speech Analytics that enable analysts to quickly procure intel or, as the company calls it, “distilling oceans of data down into streams for focused fishing!” From developing an internal customer sentiment index to effectively measuring “customer effort impacts,” learn how it optimized the solution to help it understand true customer pain points, strategically prioritize actions, and elevate the customer experience enterprise-wide.

Contact Center Sessions

Distilling Oceans of Data Down into Streams for Focused Fishing

With oceans of data, how do you catch the right insights or trends most impacting your business and the customer experience? Hear how a global financial services leader gains powerful directional insights from Verint Speech Analytics that enable analysts to quickly procure intel or, as the company calls it, “distilling oceans of data down into streams for focused fishing!” From developing an internal customer sentiment index to effectively measuring “customer effort impacts,” learn how it optimized the solution to help it understand true customer pain points, strategically prioritize actions, and elevate the customer experience enterprise-wide.

How a Closed-Loop VoC Process Moves the Needle on Contact Center Metrics

As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.

How to Combine Cross-Channel Customer Insight to Deliver Improved Omnichannel Customer Experience

As customers continue to engage with you on their rather than your terms, crossing channels seemingly at will, organizations have been grappling with how to deliver consistently exceptional CX. Join this session to learn how Costco incorporates customer insight from digital, store, and contact center channels to deliver an optimal overall omnichannel experience for its members.

Using Speech Analytics to Improve New Product Offerings and Service Changes

In this session, a leading financial services corporation shares how it uses speech analytics to automatically categorize, retrieve, and analyze calls from customers related to new product offerings and service changes. From this, it is able to observe, react to, and address customer responses to improve products, communications, back-office processes, agent knowledge and performance, and the customer experience in real time.

Navigating Your Way to Efficient and Effective Self-Service

In this session, a leader in GPS navigation shares its innovative self-service strategy. Learn how the company's global product support organization utilizes Verint Knowledge Management to enable the strategy and empower associates to help improve knowledge content. From best practices to a demonstration of the organization’s self-service website, walk away with ideas on how you can navigate your way to self-service success!

DPA Super Users: Create and Track Triggers with Ease

Discover DPA Path Studio – the new feature that makes it easier to create, organize, and track triggers, especially for complex, multi-day, multi-user processes. This session will walk you through the newly streamlined and visually organized method of managing DPA triggers.

10 Ways to Save Money in Your Contact Center

If one of your objectives is to reduce cost in your contact center, we’ve got you covered. In this session, we’ll go through a top 10 list of the key ways Verint can help you save money today. You’ll see product demos, learn tips and tricks, and have plenty of ideas to take back with you as you plan critical improvements to your contact center.

A Journey in Automation

At Florida’s largest credit union, automation isn’t just a buzz word. Hear how the organization is making automation a reality within its care center today and its plans for even greater automation in the future – all to optimize employee engagement and serve customers better. Learn how Verint WFO and Speech Analytics fit squarely into its automation strategy and the results it’s achieving. Then, see what technologies it has in store to shape member care in the next phase of its automation journey.

Automating User Administration and Organization Management

In this session, a leading telecom shares how it further automates its operations through the use of Verint’s agent sync interface and data from PeopleSoft. Learn how this enables the company to automatically manage updates and maintain hierarchy in Verint in real time, making the business more efficient and accurate. Automating shift bids and reducing manual processing time, it’s done wonders for the company. See how it can do wonders for you too!

Empowering Your Business Support with Managed Services

Get in on our discussion around managed services and the Verint suite. Learn about the concept of disruption prevention through performance monitoring, tuning, and custom scripts - and how it empowers our managed services team to quickly diagnose and resolve issues. Then, get a bird's eye view into the statistics and analytics highlighting the benefit of managed services that is used to create and maintain the highest quality environment for your Verint solution.

Hone Your Long-Term Staff Planning Skills with Tips from the Experts

Join workforce management professionals from a leading global provider of technology-enabled risk, benefits and integrated business solutions as they explain how to set up and use Verint Strategic Planner for effective long-term and staff planning. Get an analysis of the software’s functions and everyday applications – from importing data to exporting and presenting it – to help you on your way to becoming an even more effective staff planning pro!

Customer Sentiment Index and Customer Effort Index Driven by Speech Analytics Categories

With oceans of data, how do you catch the right insights or trends most impacting your business and the customer experience? Hear how a global financial services leader gains powerful directional insights from Verint Speech Analytics that enable analysts to quickly procure intel or, as the company calls it, “distilling oceans of data down into streams for focused fishing!” From developing an internal customer sentiment index to effectively measuring “customer effort impacts,” learn how it optimized the solution to help it understand true customer pain points, strategically prioritize actions, and elevate the customer experience enterprise-wide.

Hybrid Workforce: Your Secret Weapon to Leap-Frogging the Competition

There’s simply too much work to get done in the contact center. You can’t cut corners and sacrifice customer experience, and you can’t add headcount and blow your budget. The solution? A hybrid workforce of robots and humans working together. Learn how the hybrid workforce lets your agents focus on what they do best, and turbo-charges your service with the power of automation.

Making Your WFM, Training, and QA Teams Your Company’s Heroes

An innovative Midwestern bank shares how it combined its WFM, training, and QA teams and uses multiple tools in the Verint Workforce Optimization suite for the benefit of the organization and its customers. In this best practices session, you’ll learn a variety of tips and tricks from the experts - from optimizing schedules and reducing cost via voluntary time off, shift alternatives, and a part-time hiring strategy to leveraging QA interactions across functions, creating group accountability, and gaining staff buy-in. You’ll walk away from this session with a wealth of practical tips to take back to your own implementation.

Plan, Engage Analyze: Verint’s Vision for Contact Center Workforce Engagement

Verint has unmatched breadth and depth of capabilities spanning every aspect of the contact center. And when its different solutions work together, the benefit is truly magnified. In this session, you’ll see an end-to-end demonstration of how the 20+ products Verint offers for the contact center work together. Combined, these solutions provide unparalleled benefits for your workforce, your customers, and your organization. You’ll leave this session saying “Wow! I had no idea Verint could do all that!”

Increase CSAT and Reduce Costs: Using Speech Analytics to Make the Dream a Reality

In this session, a leading health insurer in New England shares its quest to serve customers better and reduce costs at the same time. Sound impossible? Not with Verint Speech Analytics. Hear how this company was able to reduce repeat calls and lower handle time, while also increasing customer satisfaction. Walk away with insights on how you too can make your operational goals a reality – and your customers happier in the process!

Transforming CX with Speech Analytics and Desktop and Process Analytics

In this session, a leading power utility company shares its journey upgrading to version 15, adding speech analytics and desktop and process analytics to help identify cost savings while improving agent and customer experience. Learn how in a short amount of time the utility operationalized its solutions and, using them in combination, identified quick wins related to handle time, process improvement, and performance management opportunities. Leave with ideas on how you can easily replicate these gains.

Achieving Engagement Management Self-Sufficiency and Success

A leading student aid organization takes you on its journey to engagement management self-sufficiency and success. From humble beginnings, but big aspirations, to partnering with Verint to deploy engagement management tools, including agent desktop, hear how the organization took an iterative approach, engaged in abundant internal collaboration, and effectively updated its processes and communications to take ownership of its investment and ensure ongoing success.

Creating a Support Eco-System with KM, Web Self-Service, Community, and CRM

Knowledge Management aims to develop and deliver "one source of the truth" across users and channels, as well as harvest customer knowledge back into the support organization. This is what we tell our customers, and this is what we aim to do ourselves! In this session, you’ll hear how Verint Support leverages our own knowledge management application to support our customers. Learn about our evolving approach to provide a unified, knowledge-centric environment for effectively supporting customers like you!

Test Your WFM Knowledge – Play WFM Jeopardy!

Ready for some fun, excitement, and plenty of interaction with your fellow workforce management professionals at the conference? Are you a forecasting wizard, a scheduling guru, or just someone who’s excited to learn? Come to this session to play Jeopardy and test your knowledge of workforce management! Everyone can participate and win great prizes!

Top Tips to Drive Employee Engagement and Performance

Hear how a leading home repair and maintenance provider improved employee engagement by giving its employees more ownership of their own performance, including the new generation of employee best motivated by daily tracking, visual indicators, and gamification. Learn how it successfully leveraged Verint Performance Management, alongside Verint Quality Management and Workforce Management, to improve the performance of agents across all generations and skill levels. Get tips and tricks to elevate engagement and performance to make an immediate impact in your own contact center.

Impactful Insights: 5 Uses for DPA in Your Organization

A healthcare services company shares how leveraging Verint Desktop and Process Analytics provided positive impacts abound. In the contact center, operational efficiency gains produced tangible cost savings, but the benefits of DPA don’t stop there. The organization has used DPA to help the back office, provide information to IT, implement additional security measures, and more. Learn how the product can be applied in your complex organization. Plus, get a preview of what’s coming next in Verint DPA!

A Blueprint for Digitization

As established organizations seek to keep pace with digital-first newcomers, digital transformation is a hot topic. But is it a reality? For this large insurance company, it is. Hear how the company simplified, modernized, and automated all aspects of customer and workforce engagement, including workforce optimization and omnichannel customer service. Hear the steps it took throughout its journey and see the compelling results achieved throughout the business. This session will show you that real transformation is achievable!

Get the Most Value from Avaya Workforce Engagement

With 5,000+ customers worldwide, Avaya Workforce Engagement helps organizations transform employee and customer engagement. In this session, learn how to maximize the value of Avaya Workforce Engagement – from identifying emerging customer trends with speech analytics, to removing agent frustration in finding answers to challenging questions with knowledge management, to capturing actionable voice of the customer feedback across channels with enterprise feedback management. Plus, learn how you can make software upgrades painless and easy by migrating to Avaya OneCloud.

The Quality Pro’s Guide to Beat the Mundane

Don’t settle for a stale, homogenized quality program where everyone gets a trophy. Get swept off the norm, as a leading biotechnology company takes you on its journey to reinvigorate quality and boost performance. From where it began and what it changed, to the tools, methodology, processes, and data to fuel the voyage, to the output and results of the effort, get expert guidance that can help you reach a similar destination – revamped and re-energized quality and performance in your own contact center!

Generating Global Impact with Speech Analytics and the Transcription Data That Fuels It

A technology-enabled, leading global business services company shares how it uses Verint Speech Analytics to generate powerful insights for its business and its clients. Learn how it uses the solution, including combining speech transcripts with other CRM and operational data sources, to uncover game-changing revenue streams, reduce operating costs, and improve client outcomes. Walk away eager to start using speech analytics and call transcript data in your own business to help you elevate CX and drive ROI.

Why Quality Matters: Empowering Your Business to Add the Human Touch

Take a trip with one of the largest travel e-commerce companies in the world, as it shares its adventure with Verint – from the origin to future destinations. Learn how it implemented Verint Call Recording and Quality Management across 30+ locations and 12,000 users worldwide in under six months. Then hear how operationalizing these tools is enabling it to improve the human touch and drive greater insights into the business to support everything the company is about – today and tomorrow – the customer!

Optimize Schedule Adherence in Your Contact Center

A contact center is only as strong as its associates. That’s why schedule adherence is so important. In fact, the metric is one of the top associate productivity indicators. If you’re underperforming when it comes to adherence, your customers and your contact center’s bottom line will suffer. Join this session to hear how one of the largest industrial equipment distributors in the world effectively addresses and drives up adherence to help optimize costs, elevate CSAT, and more.

Analyst Insight: Keeping Pace with the Changing Nature of Work

The past few years have seen a radical shift in the customer service industry. New demographics of both customers and employees mean service is now digital-first. Meanwhile, since simple customer service inquiries are now easily handled in self-service, questions that do reach the contact center are more complex than ever before. Add to this the advancements to automation and artificial intelligence and the emergence of the gig economy, and the job of a contact center agent has changed tremendously. In this session, Kate Leggett, VP and Principal Analyst from Forrester Research, will discuss how organizations can stay ahead of the pack in the face of these changes and what tools they need to succeed.

Implementing WFO in the Cloud: Before, After, and What’s Next

In this session, a well-known manufacturer and retailer shares its story of implementing Verint’s multi-tenant cloud WFO solution. It will paint a picture of how its contact center functioned before and after, as well as its vision for the future. Hear lessons learned, best practices, benefits, and tips and tricks uncovered along the way to enhance your existing or future cloud WFO strategy. You’ll leave this session with a real-world understanding of what it takes to be successful and make positive change in your contact center.

Succeeding in the Cloud on a Global Scale

Join this session to learn how a disruptor in the gig economy, with more than 8,000 agents globally, leverages the Verint cloud to take its business to new heights. The innovative peer-to-peer ridesharing, food delivery, and transportation network company shares how it successfully deployed Verint across multiple centers in multiple countries. Don’t miss the tips, tricks, best practices, and lessons learned it has to offer. Plus, hear what’s next, including face-to-face recording in its help centers, in its aim to effectively support scale and complexity across channels.

Back Office and Branch Sessions

Adding Scorecards to the Mix Pumps Up Back-Office Productivity

Hear how a top investment management firm added scorecards to its mix of WFM and DPA to pump up productivity. Scorecards enabled the organization to simplify its performance management solutions from five to one, create role-specific scorecards with “metrics that matter,” and give employees daily visibility into how they are performing. The speakers, who moonlight at DJs, will spin stories of success, like how scorecards helped them hit their efficiency goals for three key products for the first time in years.

Creativity and Determination Drive Back-Office Success

Join this session to hear how a global insurer leveraged Verint Operations Visualizer to transform reams of data into actionable reporting for front-line employees and managers. Deployed in highly-complex, “exception” processing areas, the insurer used ingenuity to adapt the Verint solutions to fit its unique operations and optimize performance.

Multiple Approaches, One Goal: Maximizing Back-Office Capacity

Do you know if you have an Employee #35? Someone who barely spends two hours a day in production? Guardian Life, one of the largest mutual life insurance companies in the U.S., didn’t know about Employee #35 until it implemented Verint Desktop and Process Analytics (DPA) in conjunction with its back-office Verint Workforce Management (WFM) deployment. Learn how the organization is leveraging DPA and WFM today to increase capacity, redeploy resources, and grow its business.

The Future of the Back Office

Hear industry leaders discuss where they think the back-office is heading from a people and technology standpoint. What new solutions are needed in the back office? Will legacy systems be completely replaced with new cloud versions? To what extent will the back office be a hybrid workforce – a combination of humans and software robots powered by AI? Will new roles evolve? What will be the skill set of the back-office employee in five years? Come hear the answers to these questions and more.

DPA Super Users: Create and Track Triggers with Ease

Discover DPA Path Studio – the new feature that makes it easier to create, organize, and track triggers, especially for complex, multi-day, multi-user processes. This session will walk you through the newly streamlined and visually organized method of managing DPA triggers.

Test Your WFM Knowledge – Play WFM Jeopardy!

Ready for some fun, excitement, and plenty of interaction with your fellow workforce management professionals at the conference? Are you a forecasting wizard, a scheduling guru, or just someone who’s excited to learn? Come to this session to play Jeopardy and test your knowledge of workforce management! Everyone can participate and win great prizes!

Impactful Insights: 5 Uses for DPA in Your Organization

A healthcare services company shares how leveraging Verint Desktop and Process Analytics provided positive impacts abound. In the contact center, operational efficiency gains produced tangible cost savings, but the benefits of DPA don’t stop there. The organization has used DPA to help the back office, provide information to IT, implement additional security measures, and more. Learn how the product can be applied in your complex organization. Plus, get a preview of what’s coming next in Verint DPA!

Ensuring Consistent QA – Even in Local Service Centers

Got a distributed branch/service center network? Tired of doing sporadic, time consuming side-by-side observations for quality assessments of service center staff? Hear how this leader in local passenger transportation got the “greenlight” to elevate its local quality capabilities to be on par with the rest of its channels with Verint Face-to-Face Recording and Desktop and Process Analytics.

Compliance Sessions

Storage in a World of Regulatory Changes

The list of regulatory compliance regulations is increasing, with each new requirement becoming an additional challenge that has to be met. It’s not just storing information. As important, it’s removing personal data without risking the storage and integrity of all the other data. Join this session to learn about the types of storage features available to help you meet compliance with GDPR, SEC-17a4, PCI-DSS 3.2, CJIS, HIPAA, SOX, CA Trusted Systems, and more. Plus, get insight into tactics for protecting your data storage from ransomware.

Impactful Insights: 5 Uses for DPA in Your Organization

A healthcare services company shares how leveraging Verint Desktop and Process Analytics provided positive impacts abound. In the contact center, operational efficiency gains produced tangible cost savings, but the benefits of DPA don’t stop there. The organization has used DPA to help the back office, provide information to IT, implement additional security measures, and more. Learn how the product can be applied in your complex organization. Plus, get a preview of what’s coming next in Verint DPA!

Self-Service Sessions

Navigating Your Way to Efficient and Effective Self-Service

In this session, a leader in GPS navigation shares its innovative self-service strategy. Learn how the company's global product support organization utilizes Verint Knowledge Management to enable the strategy and empower associates to help improve knowledge content. From best practices to a demonstration of the organization’s self-service website, walk away with ideas on how you can navigate your way to self-service success!

Creating a Support Eco-System with KM, Web Self-Service, Community, and CRM

Knowledge Management aims to develop and deliver "one source of the truth" across users and channels, as well as harvest customer knowledge back into the support organization. This is what we tell our customers, and this is what we aim to do ourselves! In this session, you’ll hear how Verint Support leverages our own knowledge management application to support our customers. Learn about our evolving approach to provide a unified, knowledge-centric environment for effectively supporting customers like you!

DX + CX = HX: The Sum Is More Than the Parts

Today’s companies are looking for ways to blend the best of human and machine intelligence with the ultimate goal of empowering the human experience (HX) via meaningful brand interactions. This means combining traditional customer experience (CX) with digital experience (DX) technologies like bots and analytics. Together, they enable the ideal end-to-end CX journey, which will optimize business outcomes. Through use cases and case studies, this session will prove how DX + CX = HX.

Public Sector Sessions

Dashboards – Showing Off the VIZ!

Verint Engagement Management Professional contains tons of data, but what do you do with it and how can the data help you? Join this session to see how a passionate regional municipality user helps his organization make the most of its data through the use of dynamic dashboards - drving business decisions and enhancing customer engagement and service delivery!

Achieving Engagement Management Self-Sufficiency and Success

A leading student aid organization takes you on its journey to engagement management self-sufficiency and success. From humble beginnings, but big aspirations, to partnering with Verint to deploy engagement management tools, including agent desktop, hear how the organization took an iterative approach, engaged in abundant internal collaboration, and effectively updated its processes and communications to take ownership of its investment and ensure ongoing success.

Security, Surveillance and Fraud Investigation Sessions

Business Transformation: The Future of Fraud and Security

The introduction of new services, mobility, and operations in the banking market can lead to unfamiliar challenges for security leaders. Stakeholders must consider how this evolution of the financial services environment affects cyber and physical security, fraud and investigations, and risk management. Thankfully, innovations in technology, leadership, and partnerships provide powerful tools for addressing growing risks. In this session, learn how to craft your vision for tomorrow, reinvent processes, and innovate faster to create value that will empower the future of your business.

Experience the Power of Video Investigator

You won't want to miss this chance to learn all about the brand new Verint Video Investigator platform. Join this session to learn how to seamlessly transition from Vid-Center, and see a side-by-side comparison of both solutions and their ability to streamline fraud investigations in the financial and retail markets. Get a firsthand look at how the software has evolved with a new, intuitive user interface that provides enhanced functionality for increased speed, improved efficiency, and time savings across the enterprise. Find out how best to leverage Video Investigator and realize the significant impact it can have on your organization through quicker investigations and reduced fraud loss.

Meeting the Evolving Risk Landscape with an Intelligent Mindset

The continuously changing face of enterprise risk has forced financial organizations to stay on their toes at all times, altering the way they evaluate solutions. It is no longer enough to prioritize one simple function over another, as multiple processes must come together and operate cohesively to establish comprehensive protection. During this session, we will explore this concept, explaining the importance of leveraging advanced integration with business systems, investigating risk associated with third-party suppliers, and developing direct relationships with qualified partners that take into account the value at risk.

Holistic Cyber Defense for IP Video Surveillance

One of the most important characteristics that defines the relationship between a customer and his or her financial institution is trust. In order to enhance the customer experience and preserve loyalty, banks must convey their commitment to protection by delivering a comprehensive solution for risk, security, and fraud investigation. And in today's risk landscape, this solution must include an end-to-end strategy for robust cybersecurity, centered on a layered security architecture. In this session our technology panelists will explain the required elements and best practices for defending against cyber threats, including password management, firmware management, third-party vulnerability testing, and more.

The Future is Bright: The Benefits of the Digital Transformation

A recent Microsoft and Accenture report on the “Future of Physical Security” looks at the ways which the digital revolution has transformed the world of security. In particular it found that, “cloud computing, artificial intelligence and machine learning with edge IoT are blurring the lines between logical and physical environments. Traditional security risk management and threat detection are quickly becoming obsolete. Security leaders who do not embrace a digital mindset risk becoming business irrelevant.” The time is now: Security leaders must be prepared for how these emerging trends will affect the future of their respective organizations. In this session, a panel of experts — all of whom have embraced the promise of digital — will discuss how to transform fraud and security initiatives with advanced AI and IoT-based solutions and share their perspective on how the introduction of the “connected world” has enabled them to develop stronger security protocols and more proactive fraud mitigation strategies.

Advanced Investigation Tools: Leveraging Verint Evidence Center

Financial investigators need to be able to centrally search through transactions to mitigate fraud more efficiently, identify suspicious activity and quickly link the associated video, and enhance the customer experience. Verint’s Evidence Center is the answer — a powerful solution that allows banking and credit union customers to strengthen intelligence gathering, streamline investigations, and combat and resolve bank fraud. This session will show how Evidence Center works and how it has evolved over the years, break down the myths and realities of the technology, and demonstrate how its central transaction import function simplifies security and operations.

 

A look into what your day will include

Agenda At a Glance

Engage 2019 will offer a broad range of interactive breakout sessions. Many presenters are actual users of our solutions and happy to share their experiences to help you solve problems, learn tips and techniques, and gain new perspectives on how to leverage your solutions more effectively. 

 

7:30am - 7:00pm Registration Desk
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 Welcome Reception in the Solutions Lounge

7:00am - 6:00pm Registration Desk
7:30am - 8:30am Breakfast
8:30am - 10:00am General Session
10:00am - 10:30am Break
10:30am - 11:30am Breakout Sessions
11:30am - 1:30pm Lunch in the Solutions Lounge
1:30pm - 2:30pm Breakout Sessions
2:30pm - 3:00pm Break
3:00pm - 4:00pm Breakout Sessions
4:15pm - 5:15pm Breakout Sessions & Networking Groups
5:30pm - 6:30pm Networking Reception

7:00am - 6:00pm Registration Desk
7:30am - 8:30am Breakfast
8:30am - 10:00am General Session
10:00am - 10:30am Break
10:30am - 11:30am Breakout Sessions
11:30am - 12:30pm Lunch in the Solutions Lounge
12:30pm - 1:30pm Breakout Sessions
1:45pm - 2:45pm Breakout Sessions
2:45pm - 3:15pm Break
3:15pm - 4:15pm Breakout Sessions
4:30pm - 5:30pm Breakout Sessions & Networking Groups
6:30pm - 10:00pm Customer Appreciation Event

7:00am - 10:00am Information Desk Open
7:30am - 8:30am Breakfast & Closing Remarks
8:30am - 10:00am Coffee Talk Sessions
10:00am Engage19 Concludes

Have Your Say. Get Engaged

Engagement Zones

There’s more to Engage than just keynote and breakout sessions! As an attendee, you can participate in a variety of interactive activities designed to help you gain a deeper understanding of your solutions, network with other users and industry experts, and offer feedback on Verint solutions and services.

We invite you to visit any or all of these interactive opportunities to get even more out of your time at Engage 2019:

Ask The Experts Zone

Meet one-on-one with a consultant from Verint Professional Services or a member from our Product Management or Support teams. Benefit from focused time with our experts to get your questions answered and understand how your organization can better leverage our solutions and obtain optimal results.

Customer Experience Zone

Our goal is to create customers for life—and to keep on improving, we need your help! Stop by this exhibit and tell us how we’re doing, where we can improve, and get a glimpse at how we incorporate your feedback into improvements across the entire customer journey. While you’re there, take a tour and join the online Verint global customer community – powered by Telligent Community!

Product Innovation Zone

Come discover new product ideas, mobile prototypes, and more, and help us evolve our solutions to better meet your needs, be easier to use… and fun! Stop by this interactive exhibit and share your ideas, needs, and experience; vote on new concepts and products; and experiment with features that are in the making.

Solutions Lounge

Verint and the conference sponsors will demonstrate solutions and services in exhibits open at various hours throughout the conference. Feeling hungry during breaks? Stop by for snacks and check out the exhibits!

Coffee Talks

Don’t miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you’ve learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Partners

As a partner of our customer engagement solutions attending the conference, there are some exciting opportunities to interact with other Verint partners and thought leaders. We would love to see you at the following events:

Partner Forum | Monday, May 20

10 a.m. – 2 p.m.

The Partner Forum offers an opportunity to network, identify opportunities to expand your market, and hear insights from Verint leaders about our strategic plans and product direction. The forum will kick off at 10:00 a.m., and sessions will run through the afternoon closing with a fun networking event. Let’s continue to build business together!

Partner Networking Event | Monday May 20
2 – 5 p.m.

Join us for a networking event honoring you, our valued partner! Make new connections and strengthen existing ones. In addition, we will be unveiling the 2019 partner award winners – this is an event you won’t want to miss!

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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