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.

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.

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.

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!

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.

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.

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.

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!

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.

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!

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.

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.

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.

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!”

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!

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.

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.

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!

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!

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.

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!

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!

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.

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!

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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!

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!

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.