Customer Engagement Optimization
Transform your customer engagement. Don't just deliver experiences. engage.
The Benefits of Customer Engagement Optimization
Customer engagement is all about being proactive and taking action. Done well, and you reap the rewards. Done poorly, and you have opened the door to competition.
Cross-selling and up-selling products and services are top ways for yielding the greatest value from each customer interaction.
Loyal customers frequently make repeat purchases of current brands, products, and services, rather than choosing competitors.
Organizations aspire to deliver cost-effective, personalized engagement. This aspiration requires an engaged workforce that operates efficiently.
Obstacles abound to the daily challenge of reducing risk. A properly implemented governance and process program can help organizations achieve risk reduction.
Verint has allowed us to…realize greater efficiencies within our call center while simultaneously improving the level of service we can deliver to our clients and cardholders. Sr. Vice President
We have made considerable business improvements in the time we have been using the software, and we continue to explore new ways to make sure our contact center is not only cost effective, but incredibly efficient for our customers. Customer Service Director
Thanks to Verint's Speech Analytics and the improvement it has enabled us to make across our operations, service, and ultimately, the customer experience, we are strongly positioned to achieve our objectives. Technology Manager
By aligning customer journey and interaction needs with employee availability, skills and proficiencies, our solutions make it easy for your employees to make it personal.
Tracks the progress of issues as they are resolved between various parties in the organization, and enables enforcement and measurement of compliance and quality.
Intelligently delivers complete and contextual answers to employees during an interaction.
Unifies the employee’s desktop by placing, in one location, all the customer contextual information and business process driven knowledge that an agent or employee needs for omnichannel interactions, so they do not have to toggle between multiple screens.
Enables end customers to accomplish many tasks on their own without utilizing the organization’s resources.
Live Chat & Co-Browse
Enables employees to help customers navigate the organization’s website to complete self-service transactions, or simply help them find what they are looking for.
Today, leading organizations use multichannel customer and employee insights to map customer journeys, identify engagement opportunities, and measure the actions that lead to positive and negative experiences.
Analyze text-based communications, including survey verbatim, postings on social media sites, and customer service chat sessions.
Delivers big data analytics for analyzing and categorizing call recordings according to each organization’s challenges and objectives, and to proactively identify rising trends and the root causes driving customer queries.
Fraud Detection and Identity Authentication
Combines recorder-embedded “passive” voice biometrics technology with unique predictive analytics services to detect fraudsters and automatically authenticate customers. The solution helps to reduce fraud related losses, call handle time and operating costs while increasing customer satisfaction.
Provides actionable intelligence by correlating customer interactions, behaviors and journeys customers take across the array of channels they use to connect with organizations.
Enterprise Feedback Management
Helps organizations gain a view into the perceptions, opinions and intentions of their customers and employees via surveys delivered via email, web, SMS, IVR and mobile surveys.
Optimize the Workforce
Optimize the workforce by having the right number of engaged, high performing employees, capable of efficiently delivering exceptional quality of customer service.
Enables organizations to efficiently plan, forecast and schedule employees to meet service level goals by leveraging a unified, enterprise workforce management solution that helps them gain visibility into, and singularly manage the work, the people and the processes across customer touch points.
Provides role-appropriate scorecards with pre-defined and custom KPIs that enable organizations to manage, coach, train and improve individual and team performance against goals.
Enterprise Workforce Optimization
Provides a unified platform that includes enterprise-wide quality monitoring; recording; workforce management; performance management; desktop and process analytics; eLearning; coaching; speech analytics; text analytics; and enterprise feedback management.
Desktop & Process Analytics
Enables organizations to monitor and improve employee performance by capturing desktop activity across different systems, applications and processes to help improve efficiency, reduce costs and liability, and enhance the customer experience.
Recording & Quality Management
Enables organizations to reliably capture interactions for compliance and analysis and practice customer-driven quality by evaluating employees using more interactions that are of high business value and relevance.
This powerful, yet simple solution has enabled us to analyze calls and reveal insights to improve products, processes, and most importantly the customer experience. Sr. Manager
Overall, our customer service organization has been able to refocus on the customer and reconnect with the broader business, both key catalysts for the results we have attained. Customer Experience Analyst
The way we use Verint’s Speech Analytics here is to really give the customer’s voice weight and value. Business Analyst