Michiel Lely

Michiel Lely is the VP of Practices, EMEA at Verint Systems. He joined Verint in March 2011 after three years as a specialist Service Transformation and Contact Centre Services Consultant with Accenture.

Michiel brings over ten years’ workforce optimisation, workforce management, quality monitoring and performance management experience to his new role, with a particular focus on the broader people and process skills needed to translate back-office WFO and Desktop Analytics projects into significant cost optimisation opportunities.

At Accenture he drove a number of major projects within the mobile telecommunications and insurance sectors, including a balanced scorecard and dashboard solution, centralised call centre management command centre implementations, and workforce management benchmarking engagements.

Earlier in his career Michiel Lely specialised in workforce management, spending five years managing IEX Corporation’s EMEA operations, and two years as a Regional Sales Manager for NICE Systems.

Michiel Lely holds a Degree in Economics from Erasmus University Rotterdam.