A Chance to Give Back at Mud City Crab House

At KOVA, giving back to our communities is an integral part of what we do. We’re in the business of public safety software solutions, after all - taking care of other people is very important to us. That’s why we were so glad to be able to participate in a recent local charity event, Eskimo […]

Verint Media Recorder Workforce Optimization Suite Recognized as Industry Leader in Gartner Report

We’re excited to share that the Verint Media Recorder Workforce Optimization Suite, which is designed by Verint Systems, was recently recognized as a leader in the call center workforce optimization space by the technology market research firm Gartner. Gartner’s report Magic Quadrant for Customer Engagement Center Workforce Optimization named Verint as as leader in both […]

Cybersecurity vs. Homeland Security: Apple’s Fight Against the FBI Over the San Bernardino Shooter’s iPhone

Doubtless you’ve heard over the last week about Apple’s conflict with the FBI: the FBI wants Apple to help it break in to the San Bernardino shooter’s iPhone, and Apple is refusing on the grounds that such technology could end up in criminals’ hands and endanger the security of millions of iPhone customers. It’s the […]

Drones and Public Safety: Balancing Benefits and Concerns

Most often, drones are in the news because of their military application. We hear about drone strikes targeting terrorist cells in Iraq, or sending back surveillance images of a dangerous tribal area in Afghanistan. But drones are increasingly being used closer to home - much closer to home, in fact. Some public safety offices around […]

The Top Security Concerns for Organizations in 2016

Just as security technology continues to evolve, so too do the tools that criminals are using to commit their crimes. From hacking into secure computers, to breaking into restricted areas, the crimes that people are committing against businesses and organizations are becoming more and more sophisticated. This is one reason that more organizations are using […]

Why You Need Physical Security Information Management

Every business recognizes the importance of physical security. Whether you use something as complex as a full system of surveillance cameras and a cadre of security guards, or just a simple alarm system, security is something that no organization can do without. But what about Physical Security Information Management (PSIM)? Put simply, PSIM is a […]

How to Optimize Your At-Home Workforce at Your Contact Center

Once upon a time, the idea of working while hanging out on your couch was just a fantasy for those who couldn’t stand their jobs—people like Office Space’s Peter Gibbons, who can barely bring himself to open the door to his workplace each morning. But today, working from home is a happy reality for all […]

How Using Speech Analytics Can Lead to More Satisfied Customers

Long pauses. Changes in vocal tone. Mentioning a competitor. These are all things that happen regularly during a call from a customer to a contact center, and they can offer all kinds of information to a contact center manager—which upselling or cross-selling programs are working, how well your agents are sticking to their scripts, trends […]

What Digital Disruption Means for Your Contact Center

“Digital disruption”: it sounds like something out of an action movie. Is it a technique used by international spies? A deft method of disarming an opponent using only wifi wavelengths? Well, the CIA may know more than we do, but as far as we’re aware, digital disruption is neither of those things. In fact, it’s […]

How to Help Your Agents Beat the Post-Holiday Blues and Stay Productive

The holidays bring with them an energy and excitement that can help enliven the office throughout the month of December. But once January hits, sometimes a new atmosphere can emerge - and it’s not nearly as pleasant as the earlier one. Enter the post-holiday blues. Known for showing up once Christmas, New Year’s, and all […]