Verint acquires Telligent

Verint has acquired Telligent from Zimbra to extend its customer engagement optimization portfolio with an enterprise-class community solution. As a result, organizations can provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, e-mail, Web self-service and now customer and employee communities.

By integrating communities into their customer support and marketing strategies, organizations can lower their service costs, redirecting routine customer queries to their communities for quick answers to frequently asked questions. Analytics enable them to gain insights into buying trends and patterns; evaluate marketing content and campaign effectiveness; enhance social selling; take action on voice of the customer feedback about products, services and overall experiences; and heighten loyalty.

The companies say the Telligent community solution as part of Verint will help organizations foster customer-to-customer and employee-to-employee collaboration and trust, share information, and support and drive enhanced self-service and social support, while facilitating new levels of customer and employee engagement.