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Verint, Elan Moriah, President, Customer Engagement Solutions, Verint®: View From The Top

This article appears in the issue March 2017 (100 Companies) [Volume 26, Issue 3]


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Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. The intelligent contact center meets customers when and where they are, providing connected service across channels. Over the course of their daily lives, customers may interact with organizations via self- and assisted service, on mobile devices, through social media and more—which is why service across these channels must be connected, contextual and consistent.

Customer service has become increasingly complex in recent years, making the job of providing engaging service extremely challenging. To become an intelligent contact center, your employees need the right tools and processes to be enabled and empowered. These include training, quality management, scheduling and performance management to constantly assess and improve the quality of interactions over time—and knowledge management to help them find the right answers quickly and ensure accurate, consistent responses across your organization.

Outside of the solution capabilities themselves, organizations also now have more choices than ever in how they deploy technology. For example, customer service solutions in the cloud can reduce your total cost of ownership, decrease the time to value and improve an organization’s overall agility.

Backed by the right customer engagement solutions, capabilities, processes and models, intelligent customer service can be a reality, help engage and empower your employees, and meet and exceed your customers’ expectations.


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