Agenda

This session covers simplifying the Verint Suite of products to understand how they work together and the requirements for our customers IT and Infrastructure teams.

This session will focus utilizing Verint Workforce Management with the new interface changes due to the replacement of Java.

Part 1: This session will focus on advanced topics for utilizing the Verint data model and SSRS reporting engine to build reports.

This course will cover Automated Quality Monitoring design and configuration topics including valuable examples of Automated Quality Monitoring results.

This course will cover building and troubleshooting Desktop and Process Analytics triggers while discussing and reviewing different use cases for Triggers.

This course will cover Verint’s Scorecard application best practices for design, configuration and adoption. Learn how to configure Key Performance Indicators and present performance metrics company wide.

This session is focused on helping call centers that are just starting out with a WFM tool.

This session highlights the telltale signs of need for more advanced features in your Workforce Management suite.

Starting with Forms and Process Manager scripting and configuration, this session will also use JavaScript, XSL and the configuration of SOAP and REST web services. Snippet generators will be demonstrated to allow non-XSL experts to code processes

This session helps customers discover their untapped applications/functions in Verint and in best practices in their call center.

This session will look at utilizing reporting data and search quality testing to identify areas of improvement in Knowledge Search.

Transforming to new and unique solutions is critical for the success and sustainability of organizations. Motivating team members to adopt the change requires a well thought out plan. Join Verint’s Consulting team in this session to learn about transformation, communication and adoption strategies for today’s workforce.

Obtaining the maximum value from Verint’s solutions has many potential paths. Opportunities can be simple or uniquely innovative. Driving innovation and engagement with the Verint tools is our passion. Join Verint’s Consulting team in this session to learn about some of the unique solutions we have to offer. This is a duplicate of the morning session.

This session is an overview and best practice regarding moving data in and out of Verint.

This session will focus on the Advanced Request Management features of the Verint WFM tool.

Part 2: This session will focus on advanced topics for utilizing the Verint data model and SSRS reporting engine to build reports. Attending Part 1 is a pre-requisite.

This session will focus on techniques in Verint for calibration of your Quality program.

This session will focus on how Desktop Process Analysis can help improve your Operations by showing you how to configure the solution to provide you insight into process efficiencies, quality and real time interactions.

This session will focus on taking Scorecards to the next level by integrating data from Speech Analytics, Application Analysis, Quality Management and other systems within your company to expand Performance Management to the Enterprise.

This session aligns usage and reporting for WFM in Contact Centers using Salesforce Helpdesk.

With more than 65 native ACD and CRM integrations, this session wil cover what Monet offers for quick implementations for easier migration processes.

This session will help customers discover their untapped applications/functions in Verint and in best practices in their call center.

This session will look at the benefits of requirements gathering and a best practice approach to the overall process.