Joint Verint-KANA Cloud-Based Solution Extends Customer Engagement Optimization Portfolio
SAN FRANCISCO and MELVILLE, N.Y., September 22, 2014 – Verint® Systems Inc. (NASDAQ: VRNT) today launched Verint Engagement Analytics™, a new offering that provides Actionable Intelligence® surrounding the journeys customers take across the rapidly expanding array of channels they use to connect to companies. Verint Engagement Analytics is a cloud-based software and services offering that delivers an unprecedented analytics experience through dynamic dashboards, advanced data visualization tools and sophisticated engagement capabilities.
It leverages big data and predictive modeling coupled with Verint’s unique and powerful portfolio of employee and customer engagement solutions, helping organizations truly understand and impact the end-to-end customer journey. Verint Engagement Analytics gives organizations the analytical power to help correlate customer transaction and behavioral information with internal employee and process data to drive real-time engagement.
Customer engagement data is often trapped within departmental silos, leaving organizations without visibility and understanding across channels, interactions, processes and outcomes. This disconnected data makes it impossible for organizations to deliver a cohesive, omnichannel engagement, reinforcing the critical need for a consolidated analytics platform to deliver an end-to-end view of customer journeys and business outcomes. Verint Engagement Analytics captures customer, employee, transaction and interaction data, and aggregates it into a single view. It then applies powerful algorithms that create cross-channel metrics, such as customer and employee effort and satisfaction, maps customer journeys and delivers Actionable Intelligence to understand behaviors and predict outcomes.
When combined with Verint Workforce Optimization™ and KANA® customer service solutions, Verint Engagement Analytics helps deliver insights where it matters most, empowering organizations to engage more effectively with both customers and employees.
Developing a Truly Omnichannel View of the Customer Journey
Verint can help simplify the complexity of big data challenges associated with the customer experience by providing an omnichannel view of the customer journey, identifying engagement drivers and root causes, and enabling organizations to take action and create a more personalized engagement while reducing customer churn and risk.
With Verint Engagement Analytics, organizations can:
“We’re pleased to further evolve the Customer Engagement Optimization market with the launch of Engagement Analytics,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™. “This new state-of-the-art offering uniquely leverages data, knowledge and customer engagement tools from Verint and KANA, creating a compelling differentiated solution that helps link all departments of an enterprise using metrics and insights designed to put the customer at the heart of an organization. Using Engagement Analytics can help ensure customer voices are heard and employees are engaged.” Visit www.verint.com for more information on Verint Engagement Analytics.