New Version Delivers Revolutionary Enhancements to Mobile Apps, Omnichannel Recording Platform and Embedded Real-Time Analytics
MELVILLE, N.Y., October 10, 2017 – Verint® Systems Inc. (Nasdaq: VRNT) unveiled today the industry’s most modern solution for empowering the workforce and enhancing performance. With contemporary mobile apps that fit the way today’s employees prefer to engage, it breaks new ground for organizations striving to improve the most dominant driver of positive customer experiences: positive employee engagement.
The new Verint Workforce Optimization™ (WFO) delivers key feature enhancements across the suite of applications. It integrates secure mobile access into WFO applications, enabling employees and managers to get work done from anywhere, anytime. It also expands automatic call distributor (ACD) neutrality—supporting all leading on-premises and cloud ACD suppliers—with an open application programming interface (API) library. Additionally, the suite now offers wide-ranging enhancements that enable organizations to interact with customers across many different channels—including a consolidated platform for recording calls, texts, Skype audio, chat and video—in which real-time analytics are embedded to quickly find and evaluate interactions to improve compliance and enhance customer journeys.
“Verint’s new workforce optimization suite will take organizations a giant step forward in the quest to modernize their customer engagement approach with simple, open solutions that share intelligence to improve employee engagement and customer satisfaction,” says John Goodson, Verint SVP and general manager of products. “There are exciting new details within this enhanced WFO suite that display our passion for innovation and for our customers, and that provide the comprehensive, easy-to-use tools they need to satisfy today’s employees and consumers alike.”
Key features and qualities include:
Adds Goodson, “The intelligence created through Verint solutions is a great asset to facilitate quick, informed decision making, drive positive customer and business outcomes, and empower and engage employees.”