Go BackCM Insight becomes Verint Consulting
CM Insight, the customer management consultancy that was acquired by Verint in February 2006, has today changed its name to Verint Consulting. The change reflects Verint's objective to extend its leadership in the contact centre market and to complement its technology and analytics offerings with broad based customer management consultancy.
Mike Havard, founder of CM Insight and director of Verint Consulting, comments, "Over the past eighteen months, our two organisations have worked closely together to recognise the complementary nature of our business approaches while maintaining the objectivity and impartiality that our clients value. Verint's support has rapidly accelerated the expansion of our service portfolio, and will continue to drive this momentum moving forward."
In the past year, the consultancy has established a Quality Management practice and has enhanced its analytics capability with the launch of Conversation Analytics. This leverages behavioural science, psychology and advanced software to analyse and improve contact centre interactions. Additional new service introductions are promised before the end of the year.
The change to Verint Consulting will have minimal impact on the consultancy's day-to-day work. "The change simply represents Verint's desire to create a global contact centre brand equally well known for its robust consultancy as for its technological excellence," confirms David Parcell, managing director, Verint EMEA.
About Verint Consulting
Verint Consulting (previously CM Insight) is a leading customer management consultancy that generates tangible business value for clients by transforming their customer's behaviour; encouraging them to spend more, remain loyal and provide the advocacy that delivers business growth.
Its consultancy services encompass customer management strategy, call centre operations and related business process management. Focused on service excellence and operational efficiency, they are deployed to define the customer interactions that generate the most positive customer responses and deliver them through economically viable operating models.
Verint Consulting has carried out customer management programmes for national and international clients in every business sector and across Government and the public sector.
Verint Consulting is part of Verint Systems' Witness Actionable Solutions business line.
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.
Date - 27/11/2007
