Today’s customers demand quick, consistent answers to their questions in their channel of choice. Email is a popular channel for mobile customers who don’t have time to complete a phone call or live chat at a particular time, but it must be part of a joined up strategy to create a consistent experience as customers move from channel to channel.
Verint Email Engagement automates the process of capturing, interpreting, routing, and prescribing answers to customer emails quickly and consistently. For secure messages, it can provide a secure web portal where customers can send and receive confidential information as needed. Messages are routed to the most appropriate agent based on skills, entitlements and availability. The responding agent can access standard templates and responses, a central knowledge base and unified customer history across channels, providing a more consistent experience for the customer.
As part of the Verint Employee Desktop, the email experience delivers the same consistency and quality as other engagement channels like chat and phone. The desktop will automatically suggest knowledge articles, case processes, and other next best actions based on the context of the customer and his or her email inquiry.