Helps Organizations Manage End-to-End Social Customer Service Journey to Address Heightened Service Expectations
MELVILLE, N.Y., December 5, 2016 – Verint® Systems Inc. (Nasdaq: VRNT) today announced enhancements to its Social Engagement™ solution. The software supports an integrated multi-departmental approach for managing and enriching customers’ social interactions. While many organizations have embraced social media as a marketing and promotion channel, customers are increasingly using it to request service as well. These latest advancements to Verint Social Engagement are designed to help organizations coordinate and meet disparate social engagement needs and support the end-to-end management of customer care requirements.
There are many ways that consumers can engage digitally with organizations when they need help. In fact, a recent study of more than 24,000 consumers across 12 countries—sponsored by Verint in collaboration with Opinium Research—shows that two-thirds of respondents feel customer service online and via mobile devices needs to be faster and more intuitive. They often quickly reach a digital tipping point when they resort to picking up the phone to deal with a request.
An End to Social Media Frustration
The latest enhancements to Verint Social Engagement can help bring an end to the frustration, providing a platform for fast, personal social media interactions that are more than transactions. These interactions are full-fledged conversations that satisfy customer needs in digital mode. Organizations can leverage the solution to:
“Unlike other social media monitoring products, Verint Social Engagement helps organizations do much more than monitor,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint. “Through the integration between our Social Engagement and Engagement Management solutions, businesses can rapidly escalate and respond to both simple and complex issues raised on today’s social media channels.”
Fast, Convenient Response
Verint Social Engagement helps organizations deliver customer service at the speed consumers expect from social media. Where customers may be willing to wait 24 hours for an email reply, they tend to expect a response within an hour or less on social media. For customer service agents, technology integration adds value, providing previous customer contact history across all channels—not only social—to help build context and improve the effectiveness of agents’ responses.
The solution also supports social engagement best practices for today’s organizations. It covers a wide range of recommendations, from skills required for hiring, to the importance of in-channel replies, and blending social channels with email or web chat.
“Based on the results from our recent Digital Tipping Point study, many consumers prefer interacting via social media channels, especially for simple requests,” adds Treaster. “However, we also know that consumers resort to the telephone when they can’t get the answers they need online. Our solutions help ensure that customers get the service they expect regardless of their choice of channel, and equip employees with the insights they need to effectively serve customers.”
Verint Social Engagement becomes generally available in December 2016. Learn more by visiting the Verint website.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 85 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
1 Accenture Consulting, “Compliance: Dare to be Different, 2017 Compliance Risk Study”
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2018, our Quarterly Report on Form 10-Q for the quarter ended July 31, 2018, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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