Verint Systems, Elan Moriah President, Verint® Enterprise Intelligence Solutions™ and
Video and Situation Intelligence Solutions™
View From the Top
We live in a digital world—a world with a myriad of communications channels leveraged by a myriad of consumers with ever-changing requirements and always high expectations.
With these dynamics come critical questions for B2B and B2C organizations alike—such as can you provide efficient service that’s contextual and personalized? Is the service you deliver consistent across the combination of channels your customers choose? Can your staff articulate products and services effectively to well-informed consumers that have done their homework? And are you prepared to build rapport by reaching out to them to solicit their feedback and opinions—and then quickly act on that input?
Transforming Customer Engagement in Today’s Digital World
The approach to do this extends far beyond traditional customer service. It ushers in the age of customer engagement. This intersection is precisely where Verint® and its Customer Engagement Optimization solutions can help.
Verint offers a comprehensive portfolio of software and services for customer engagement optimization. It all starts with capturing and analyzing structured and unstructured data and converting it into Actionable Intelligence®. Armed with this insight, organizations can take a proactive approach to how they enrich customer interactions, improve enterprise processes and optimize their workforces.
Customer Engagement Optimization from Verint brings proven workforce optimization and customer analytics together with advanced customer service capabilities from KANA® Software, part of Verint. Together, these solutions help organizations aggregate, analyze and act on the enormous amount of customer, workforce and market intelligence that results from direct and indirect customer interactions across various departments, systems and channels in the enterprise.
By helping make sense of this big data, our solutions enable a deeper understanding of workforce performance, operational efficiency, service processes, interaction quality and changing customer behavior dynamics by:
- Capturing and managing cross-functional information about customer interactions and workforce performance across delivery channels.
- Leveraging analytics and intelligence to uncover trends and discover why certain employee and customer behaviors occur.
- Using guided business processes and recommended “dialogues” to deliver rapid, precise, personalized service—from next best action, to next best offer.
- Connecting communications channels to enable smarter engagement and complete, consistent and contextual experiences that count every time customers engage.
About Customer Engagement Optimization
The Verint portfolio is designed to help transform customer engagement. It includes solutions for engagement analytics; speech and text analytics; feedback management; and fraud and identity analytics; along with employee desktop; email, chat and co-browse; knowledge management; web self-service; case management; and social engagement; and quality management; recording; workforce management; desktop and process analytics; performance management; and elearning—all from a single provider.
Verint® Systems is a global leader in Actionable Intelligence® solutions. Our solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place.
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