Verint Industry-Leading Workforce Engagement Solutions Guide Employee Actions in the Delivery of Smarter, Faster Customer Service

Predictive Guidance Draws on the Power of Analytics and Knowledge to Simplify, Modernize and Automate Engagement



This week from its Engage Global Customer Conference,  Verint® Systems Inc.(Nasdaq: VRNT), The Customer Engagement Company, is announcing and demonstrating exclusive workforce engagement technology advancements powered by automation, predictive analytics, knowledge and next-best action guidance to foster greater speed, ease and accuracy in how employees perform their jobs. The result is smarter, seamless service delivery in an era of increasingly complex interactions.

In its report “2018 Customer Service Trends: How Operations Become Faster, Cheaper—and Yet, More Human,” Forrester states that the market is at a tipping point. “Customers contact enterprises at a greater rate over a greater number of channels… Enterprises react by adding headcount—an unsustainable strategy. You must transform operations by developing strength in automation, AI [Artificial Intelligence] and knowledge.”1

Gartner notes in its “Magic Quadrant for Workforce Engagement Management” research—in which Verint is named a Leader—that “Key market and societal shifts require a repositioning of how organizations manage employee engagement within their contact centers.”2 It goes on to state, “The impact a motivated and engaged employee can have—not just on operational performance but also on the customer experience—should not be underestimated and should help justify future investment.”3

New Capabilities Present the Right Information at the Right Time Through Real-Time Analytics

New automation capabilities from Verint draw on the power of real-time speech analytics to sift through millions of pieces of information and dynamically present the right knowledge to the agent based on speech patterns, all at the right time to resolve complex customer inquiries.

This technology represents a significant step forward in simplifying customer engagement. Interactions are analyzed as they unfold, and agents are automatically notified when they should use a relevant knowledge article or process—making even the most complex interactions more efficient to handle.

When interacting with customers, agents are presented with the right information to provide, or the right process to execute, without needing to run searches. Based on real-time conversations, agents can leverage the software to deliver answers more efficiently and accurately with less training. These in-the-moment capabilities simplify interactions, and improve customer engagement and loyalty.

The solution also addresses demand for modern technology by today’s contact center agents, who are less willing to stay in a work environment void of tools that assist them in performing their jobs well. With this Verint technology, agents are empowered through the use of automation that assists with the more tedious aspects of their jobs. Rather than spending frustrating minutes searching through countless files, agents now can focus on engaging with the customer.

The company provides similar capabilities across all non-voice contact center interactions as well. If a customer types a chat, SMS, Facebook message or other text-based inquiry, the agent automatically receives suggestions of what knowledge article to use or what next-best action to take.

Click here to learn more about Verint Workforce Engagement offerings for the contact center, back office and branch—along with the broader Verint Customer Engagement portfolio, including offerings for self-service, voice of the customer, compliance and fraud mitigation.