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Verint Extends Omnichannel Customer Engagement

Verint Systems Inc. has acquired Contact Solutions, a provider of real-time, contextual customer care solutions. The addition of Contact Solutions expands the Verint Customer Engagement Optimization portfolio with cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization.

By combining Contact Solutions’ self-service capabilities with Verint’s customer analytics, engagement management and workforce optimization solutions, the company says, it is extending omnichannel engagement across the enterprise, which has been driven by the strong increase in consumer and business use of social networks, mobile devices and new digital technologies.

Today, more than ever, Verint contends, it is necessary for organizations to deliver personalized and contextually relevant interactions that enhance the customer experience and heighten loyalty. Supporting this goal, Contact Solutions’ personalization engine analyzes and adapts call flow and the pace of interactions based on caller behavior. 

The acquisition of Contact Solutions adds My:Time, a cloud-based engagement platform that enables customers to start a digital interaction on one device and continue it on another, allowing continuity and continued personalization of interactions. It is anticipated that Contact Solutions also will add functionality to Verint’s solutions for mitigating risk, identifying fraud and reducing loss. Backed by advanced analytics, Contact Solutions brings “upstream fraud detection” functionality that can identify suspicious caller behavior within voice self-service interactions and offer detection alerts to users.

For more details about the acquisition, visit www.contactsolutions.com and www.verint.com.

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