Customer Engagement Optimisation
Transform your customer engagement. Don't just deliver experiences. engage.
The Benefits of Customer Engagement Optimisation
Customer engagement is all about being proactive and taking action. Done well, and you reap the rewards. Done poorly, and you have opened the door to competition.
Cross-selling and up-selling products and services are top ways to get the greatest value from each customer interaction.
Loyal customers frequently make repeat purchases of current brands, products and services, rather than choosing competitors.
Organisations aspire to deliver cost-effective, personalised engagement. This aspiration requires an engaged workforce that operates efficiently.
Obstacles abound to the daily challenge of reducing risk. A properly implemented governance and process programme can help organisations achieve risk reduction.
Verint has allowed us to…achieve greater efficiencies within our call centre, while simultaneously improving the level of service we can deliver to our clients and cardholders. Sr Vice President
We have made considerable business improvements in the time we have been using the software, and we continue to explore new ways to make sure our contact centre is not only cost effective, but incredibly efficient for our customers. Customer Service Director
Thanks to Verint's Speech Analytics and the improvement it has enabled us to make across our operations, service, and ultimately, the customer experience, we are strongly positioned to achieve our objectives. Technology Manager
By aligning customer journey and interaction needs with employee availability, skills and proficiencies, our solutions make it easy for your employees to make it personal.
Tracks the progress of issues as they are resolved between various parties in the organisation, and enables enforcement and measurement of compliance and quality.
Intelligently delivers complete and contextual answers to employees during an interaction.
Unifies the employee’s desktop by placing, in one location, all the customer contextual information and business process-driven knowledge that an agent or employee needs for omnichannel interactions, so they do not have to toggle between multiple screens.
Enables end customers to accomplish many tasks on their own without utilising the organisation’s resources.
Live Chat & Co-browse
Enables employees to help customers navigate the organisation’s website to complete self-service transactions, or simply help them find what they are looking for.
Today, leading organisations use multi-channel customer and employee insights to map customer journeys, identify engagement opportunities, and measure the actions that lead to positive and negative experiences.
Analyse text-based communications, including survey verbatim, postings on social media sites and customer service chat sessions.
Delivers big data analytics for analysing and categorising call recordings according to each organisation’s challenges and objectives, and to proactively identify rising trends and the root causes driving customer queries.
Fraud Detection and Identity Authentication
Combines recorder-embedded “passive” voice biometrics technology with unique predictive analytics services to detect fraudsters and automatically authenticate customers. The solution helps to reduce fraud-related losses, call handling time and operating costs while increasing customer satisfaction.
Provides actionable intelligence by correlating customer interactions, behaviours and journeys customers take across the array of channels they use to connect with organisations.
Enterprise Feedback Management
Helps organisations gain a view into the perceptions, opinions and intentions of their customers and employees via surveys delivered via email, web, SMS, IVR and mobile surveys.
Optimise the Workforce
Optimise the workforce by having the right number of engaged, high performing employees, capable of efficiently delivering exceptional quality of customer service.
Enables organisations to efficiently plan, forecast and schedule employees to meet service level goals by leveraging a unified, enterprise workforce management solution that helps them gain visibility into, and singularly manage the work, the people and the processes across customer touch points.
Provides role-appropriate scorecards with pre-defined and custom KPIs that enable organisations to manage, coach, train and improve individual and team performance against goals.
Enterprise Workforce Optimisation
Provides a unified platform that includes enterprise-wide quality monitoring; recording; workforce management; performance management; desktop and process analytics; eLearning; coaching; speech analytics; text analytics; and enterprise feedback management.
Desktop & Process Analytics
Enables organisations to monitor and improve employee performance by capturing desktop activity across different systems, applications and processes to help improve efficiency, reduce costs and liability, and enhance the customer experience.
Recording & Quality Management
Enables organisations to reliably capture interactions for compliance and analysis and practise customer-driven quality by evaluating employees using more interactions that are of high business value and relevance.
This powerful yet simple solution has enabled us to analyse calls and reveal insights to improve products, processes, and, most importantly, the customer experience. Senior Manager
Overall, our customer service organisation has been able to refocus on the customer and reconnect with the broader business, both key catalysts for the results we have attained. Customer Experience Analyst
The way we use Verint’s Speech Analytics here is to really give the customer’s voice weight and value. Business Analyst