Verint Witness Actionable Solutions Introduces New Customer Advisory Council
Cross-Industry Leaders Help Drive Vision for the Customer-Centric Enterprise, Explore Trends and Best Practices, and Provide Valuable End-User Insight into Workforce Optimization and Actionable Intelligence Solutions
MELVILLE, N.Y., November 6, 2007 - Verint Systems Inc. today introduced its new Customer Advisory Council for organizations leveraging Verint Witness Actionable Solutions' workforce optimization and actionable intelligence software and services as an integral part of their business operations.
Spanning vertical markets - including aerospace, automotive, cable and telecommunications, energy, financial services (banking and insurance), healthcare and IT services - all member organizations serve as liaisons between Verint and the Verint Witness Actionable Solutions customer base - sharing feedback, ideas and user requirements that contribute to new features, service offerings and solutions. Council members also help define Verint's vision for the customer-centric enterprise. Additionally, they play a key role in planning and hosting Verint's annual North American customer conference - including participating as speakers, and determining conference themes and session topics designed to benefit attendees.
The Customer Advisory Council members represent an array of customer-focused organizations, and serve in an array of critical contact center, operational and management capacities focused on customer service and operational excellence. Their cross-functional roles range from IT to contact center/customer care and service operations; from strategic initiatives and business analysts to systems; and from quality coach and scheduler to service desk management.
Council members for the new term include the following organizations: AAA Washington, Advanta, Avista Corporation, Bank of Montreal, BCBS of North Carolina, California Casualty Management Company, Charter Communications, Clarke American, Humana, John Hancock, Knology, New York Life, Royal Bank of Canada, Siemens Business Services and TD Banknorth.
The Verint Witness Actionable Solutions Customer Advisory Council is chaired by Brynn Palmer of Charter Communications and Gerry Leavitt of John Hancock.
With more than 22 years of experience in customer care, Brynn Palmer - Director of the Customer Experience - brings both leadership and industry perspective to her role as co-president of the Verint Witness Actionable Solutions Customer Advisory Council. At Charter Communications, a leading broadband communications company, she spearheads the activity associated with maintaining and improving call quality, implementing customer-centric programs and practices, and sharing interactions with departments throughout the enterprise. Says Palmer, "The council addresses some of the industry's most dynamic workforce optimization and analytics challenges and opportunities. This new and impressive group of industry authorities can leverage one another's experience to brainstorm on ways of keeping customers at the forefront, in addition to making sure our teams are leveraging their technology investments to the fullest potential."
Also joining the council as co-president is Gerry Leavitt, Project Director for the U.S. Annuities division at John Hancock, a leading financial services provider. There, he manages numerous projects, including various technology improvements. His 15 years in the contact center space prior to joining the Project Office enables him to act as an internal consultant to the annuities call center on various technology needs or enhancements. "I am looking forward to participating in the Customer Advisory Council and working with the prominent list of members to ensure our efforts represent a commitment to furthering awareness around the voice of the customer, while also improving service expectations."
Adds Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions, "As we continue to address the industry's most challenging issues through technology and business process optimization, our customers remain the most critical constituent in evolving our portfolio. This group represents some of the most innovative executives, customer service, quality, analytics and training professionals in the industry, and we're delighted to welcome them as trusted advisors and members of our customer council."
About Verint Witness Actionable Solutions
Verint® Witness® Actionable Solutions was formed as a result of the company's successful combination with workforce optimization provider, Witness Systems. Verint Witness Actionable Solutions enables organizations to capture and analyze customer interactions, improve workforce performance and optimize service processes in contact center, branch and back-office operations. With the industry's broadest portfolio of innovative solutions for customer service analytics, workforce optimization, quality monitoring/full-time recording, workforce management, eLearning, performance management and customer surveys, Witness Actionable Solutions helps companies uncover business trends, discover the root cause of employee and customer behavior, and power the right decisions to help ensure service excellence and achieve continuous performance improvement across every aspect of customer operations.
About Verint Systems Inc.
Verint Systems Inc. (VRNT.PK), headquartered in Melville, New York, is a leading provider of actionable intelligence solutions for an optimized enterprise and a safer world. Today, more than 5000 organizations in over 100 countries rely on Verint solutions to perform more effectively, build competitive advantage and enhance the security of people, facilities and infrastructure.
Visit us at our website www.verint.com.
