Verint Systems, Elan Moriah, President, Verint® Enterprise Intelligence Solutions™,
and Video and Situation Intelligence Solutions™
View From the Top
In today's market, consumer expectations are changing rapidly. Customers are more informed about products and services than ever before. They expect fast, efficient service. They want to interact through flexible, integrated channels, and receive consistent service across them—and they expect their information to be protected every step of the way.
They also want organizations to understand their needs and to personalize their interactions.
That's where Verint® and its vision for Customer Engagement Optimization can help.
It all starts with capturing and analyzing structured and unstructured data-big data-and converting it into what we call Actionable Intelligence®. Actionable Intelligence is a necessity in a dynamic world of massive information growth. It enables organizations with crucial insights using Verint's big data analytics, and empowers decision makers to anticipate, respond and take action. Actionable Intelligence helps companies make better informed decisions that power their brands, drive their performance and guide their approaches to customer engagement.
With Verint Customer Engagement solutions, organizations have the tools they need to optimize their workforces, improve their business processes, and enrich their customer interactions 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 fast, precise, personalized service—from next best action, to next best offer.
- Connecting communications channels to create complete, consistent and contextual experiences that count every time customers engage.
Transforming Customer Engagement
In this issue of KMWorld, Verint was named among the "100 Companies that Matter in KM." And just prior to publication, it announced that it had joined forces with KANA Software.
The combination of Verint and KANA creates the broadest set of Customer Engagement Optimization solutions through a robust blend of software and services that span workforce optimization and customer service and support offerings.
Verint offers award-winning workforce optimization and voice of the customer analytics solutions, including voice recording, voice biometrics, quality monitoring, speech analytics, text analytics, enterprise feedback management, workforce management, performance management,
desktop and process analytics, elearning and coaching. KANA brings compelling customer service solutions, such as agent desktop, case
management, knowledge management, and email, chat and social media response management.
The result is a robust portfolio from a single provider, combined in a way that has never been done before, and designed to help organizations transform customer engagement.
Verint (NASDAQ: VRNT) solutions help many of the world's leading organizations turn large volumes of voice, video and text into the Actionable Intelligence required to enable Better Business in a Safer World™. Its portfolio includes solutions for customer engagement optimization; fraud, risk and compliance; and security intelligence. Today, more than 10,000 organizations in over 150 countries, including over 80 percent of the Fortune 100, count on Verint solutions to improve enterprise performance and make the world a safer place. Founded in 1994, Verint celebrates its 20th Anniversary this year.
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