Verint Enhances Social Engagement Solution

Verint Systems has made enhancements to its Social Engagement solution to support an integrated multi-departmental approach for managing and enriching customers’ social interactions. While many organizations have embraced social media as a marketing and promotion channel, Verint notes, customers are increasingly using it to request service as well.

These latest advancements to Verint Social Engagement are designed to help organizations coordinate and meet disparate social engagement needs and support the end-to-end management of customer care requirements.

The latest enhancements to Verint Social Engagement are targeted at enabling fast, personal social media interactions that are conversations to satisfy customer needs in digital mode.

Verint Social Engagement helps organizations do more than monitor, noted Nancy Treaster, senior vice president and general manager, strategic operations, Verint. Through the integration between Verint’s Social Engagement and Engagement Management solutions, businesses can escalate and respond to both simple and complex issues raised on today’s social media channels.

According to Verint, organizations can leverage the solution to deploy social engagement channels as part of a single vendor, omnichannel customer engagement strategy; manage the end-to-end social customer service journey and address heightened social service expectations, especially among millennials and other digital customers, and accelerate routing, prioritization, allocations and escalation of issues raised on social media. Using the solution, organizations can collect, analyze and report on insights from Twitter, Facebook, Instagram, LinkedIn, Google+, online forums and messaging services, including Messenger, and take advantage of the array of customer service opportunities presented by social media today.

For more information, go to www.verint.com.