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Optimize Customer Service and Performance Across Your Organization

Across industries and geographies, today’s organizations face challenges driven by local and global economies, customer expectations, workforce dynamics, intense competition, and more. 

With Verint's customer-centric workforce optimization (WFO) solutions, your enterprise can tackle many of these problems head-on by gaining insight into what customers want and need—and how well  your organization delivers it. By optimizing performance in the parts of your organization that impact the customer experience, you can enhance customer satisfaction, improve competitive advantage, increase efficiency, and drive down costs.

Discover how organizations in your industry are using Verint WFO solutions today to drive a cycle of customer-inspired excellence.
Consumer Products and Manufacturing

Consumer Products and Manufacturing

Manufacturers of consumer products and other goods face challenges that include rapidly changing consumer expectations—not just in terms of products and services, but also in ways to engage with consumers on an ongoing basis. Other challenges include delivering responsive, efficient customer service, often across locations and time zones—at a reasonable cost.

Manufacturers of consumer products and other goods face challenges that include rapidly changing consumer expectations—not just for products and services, but also in ways to communicate and do business on an ongoing basis.  Other challenges include delivering responsive, efficient customer service, often across locations and time zones—at a reasonable cost.

Verint offers workforce optimization solutions to address these challenges in a variety of ways. Our offerings include:

Customer Analytics helps organizations understand and anticipate customer expectations.   These solutions can help you mine customer interactions and sentiments across the phone, Web, email, social media, and more. Armed with this information, you can adjust products and services, surface hidden issues and opportunities, gain insight into competitive offerings, and more.

Our Customer Analytics offerings include:

Verint Workforce Optimization for delivering efficient, cost-effective customer service. This solution can help manufacturers manage many critical aspect of customer service performance in contact centers and the back office, from forecasting workload and scheduling staff to gaining insight into processes, monitoring the quality of customer interactions, and coaching and training employees.  The Verint Workforce Optimization suite includes:

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Financial Services

Financial Services

Banks and other financial services organizations operate in an environment increasingly governed by stringent regulations—particularly around maintaining the privacy of customer data—as well as the pressures of consolidation, cost-cutting, and the need to manage staffing resources more effectively across branches.

Verint Workforce Optimization (WFO) solutions help banks maximize the performance of their workforce across the entire enterprise. Our offerings include:

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Government and Public Sector

Government and Public Sector

Government and public sector agencies typically operate in an environment marked by severe resource constraints, along with requirements to maintain accountability while observing data security regulations.

Verint Workforce Optimization can help agencies address these challenges with:

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Healthcare

Healthcare

Today’s healthcare providers and insurers must deliver quality service to patients while grappling with the impact of legislation (such as the U.S. Patient Protection and Affordable Care Act), as well as with the challenges of cost containment, reduced staffing, data privacy, and a growing need to engage with the community across social media channels.

Verint offers solutions to meet the needs of healthcare providers and insurers of all sizes.  Our offerings include:

Learn more about how Verint solutions can help your organization address the challenges of the Affordable Care Act.

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Insurance

Insurance

Today’s insurance industry is more challenged than ever to expand products and services, reduce costs, enhance efficiency, comply with an expanding set of regulations (such as the U.S. Patient Protection and Affordable Care Act), and  engage customers via new communications channels –with the ability to gain insight from these interactions and use it for competitive advantage.

Verint offers solutions to meet the needs of today’s insurance providers, including:

Learn more about how Verint solutions can help your organization address the challenges of the Affordable Care Act.

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Outsourcing and Business Services

Outsourcing  and Business Services

Providers of outsourced services have always been challenged to meet service-level requirements while managing costs. With growing concerns about service quality, it’s critical for providers to monitor quality, detect and correct service anomalies quickly, and ensure staff are properly coached and trained.

Outsourcers around the world rely on Verint solutions to help them meet service-level agreements and make the best use of resources.  Verint’s solutions include:

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Retail

Retail

Economic pressures, intense competition, and the need to create a sustainable competitive advantage are problems facing today’s retail industry.  Building customer relationships is more important than ever—while minimizing infrastructure costs without jeopardizing service.

Verint offers solutions to help retailers address these challenges.  Our solutions include:

  • Verint Enterprise Workforce Optimization to provide insight into the performance of customer service functions across the enterprise, from contact centers to back-office operations, such as order processing and fulfillment.
  • Verint Customer Analytics to mine information from consumer interactions across a variety of channels, as well as to develop online communities through which to engage with customers. Verint Customer Analytics offerings include:
  • Verint Business Intelligence applications to count people, monitor queues, and assess merchandising and customer experience management in stores.

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Telecommunications

Telecommunications

As wireless communications proliferate and the demand for bandwidth and data storage grow dramatically, telecommunications providers must manage costs carefully to provide competitive, economical services. At the same time, convergence of communications media poses new challenges in sales and customer service.

Verint solutions can help telecom providers address many aspects of customer service performance that can impact sales, service, cost, and competitive advantage.  Our solutions include:

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Travel and Hospitality

Travel and Hospitality

The travel and hospitality industry is impacted by expansions and contractions in local economies, competition, evolving labor laws, and increasing regulations surrounding customer data privacy.  While the need to manage costs remains imperative, so does the requirement to deliver the best service possible.

Verint provides solutions that can help travel and hospitality schedule staff, manage costs, protect customer data privacy, and ensure quality in bookings and inquiries.  Our solutions include:

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Utilities

Utilities

Reduced capital budgets, investor expectations, public scrutiny, and the need to replace aging equipment while funding system growth are pressuring utility companies to be mindful of costs.  At the same time, utilities are increasingly concerned with engaging with customers in nontraditional ways, such as through social or mobile media.

Verint offers solutions that can help utilities manage the costs and quality associated with customer service. Our solutions include:

  • Verint Workforce Management for forecasting workload and scheduling staff with the appropriate skills—across locations and time zones, in keeping with local labor laws.
  • Verint Call Recording for capturing calls and screens in call centers and customer service centers, for compliance, sales verification, and dispute resolution.
  • Verint Quality Management to help ensure the ongoing quality of customer service.
  • Verint PCI and Encryption solutions for protecting customer data with 256-compliant encryption when recorded, in transit, and archived.
  • Verint Speech Analytics to mine valuable customer information and surface trends in recorded calls.
  • Verint Enterprise Feedback Management - IVR to deliver customer satisfaction surveys over the IVR.
  • Verint Enterprise Feedback Management to provide customer survey capabilities throughout the enterprise.
  • Verint Text Analytics to analyze customer comments in text-based content, including emails, Web forms, and social media, such as Facebook and Twitter.

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