Optimize Customer Service and Performance Across Your Organization
Across industries and geographies, today’s organizations face challenges driven by local and global economies, customer expectations, workforce dynamics, intense competition, and more.
With Verint's customer-centric workforce optimization (WFO) solutions, your enterprise can tackle many of these problems head-on by gaining insight into what customers want and need—and how well your organization delivers it. By optimizing performance in the parts of your organization that impact the customer experience, you can enhance customer satisfaction, improve competitive advantage, increase efficiency, and drive down costs.
Discover how organizations in your industry are using Verint WFO solutions today to drive a cycle of customer-inspired excellence.
Consumer Products and Manufacturing
Manufacturers of consumer products and other goods face challenges that include rapidly changing consumer expectations—not just in terms of products and services, but also in ways to engage with consumers on an ongoing basis. Other challenges include delivering responsive, efficient customer service, often across locations and time zones—at a reasonable cost.
Manufacturers of consumer products and other goods face challenges that include rapidly changing consumer expectations—not just for products and services, but also in ways to communicate and do business on an ongoing basis. Other challenges include delivering responsive, efficient customer service, often across locations and time zones—at a reasonable cost.
Verint offers workforce optimization solutions to address these challenges in a variety of ways. Our offerings include:
Voice of the Customer Analytics to help organizations understand and anticipate customer expectations. These solutions can help you mine customer interactions and sentiments across the phone, Web, email, social media, and more. Armed with this information, you can adjust products and services, surface hidden issues and opportunities, gain insight into competitive offerings, and more.
Our Voice of the Customer offerings include:
- Impact 360 Speech Analytics for mining recorded calls.
- Impact 360 Text Analytics for analyzing text-based interactions.
- Verint Enterprise Feedback Management for providing customer survey capabilities throughout the enterprise.
- Impact 360 Customer Feedback for conducting surveys over the IVR.
- Impact 360 Quality Monitoring for evaluating employee performance.
- Impact 360 Recording for capturing audio and screen data.
- Impact 360 Workforce Management for forecasting and scheduling workload.
- Impact 360 Desktop and Process Analytics for gaining insight into processes and employee desktop activities.
- Impact 360 Coaching for automating many aspects of the coaching process.
- Impact 360 eLearning for delivering lessons directly to the employee desktop.
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Financial Services
Banks and other financial services organizations operate in an environment increasingly governed by stringent regulations—particularly around maintaining the privacy of customer data—as well as the pressures of consolidation, cost-cutting, and the need to manage staffing resources more effectively across branches.
Verint’s Impact 360 Workforce Optimization (WFO) solutions help banks maximize the performance of their workforce across the entire enterprise. Our offerings include:
- Impact 360 for Retail Financial Services to help bank branches improve service and cultivate sales opportunities.
- Verint Voice of the Customer Analytics to help contact centers tap into customer interactions and sentiments to enhance the customer experience.
- Impact 360 Desktop and Process Analytics to help loan and mortgage operations increase capacity for revenue generation.
- Impact 360 Workforce Management and Performance Management to help back-office operations improve operational efficiency.
- Impact 360 eLearning to provide training on policies, standards, and regulations across the enterprise.
- Impact 360 PCI and Recording Encryption to help contact centers comply with the Payment Card Industry Data Security Standard (PCI DSS).
- Verint Video & Situational Intelligence solutions help ensure the safety and security of customers, staff, branches, and ATMs across the enterprise.
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Government and Public Sector
Government and public sector agencies typically operate in an environment marked by severe resource constraints, along with requirements to maintain accountability while observing data security regulations.
- Verint’s Impact 360 Workforce Optimization suite can help agencies address these challenges with:Impact 360 Recording for capturing voice and screen data for verification purposes.
- Impact 360 Quality Monitoring for ensuring the quality of customer interactions.
- Impact 360 Workforce Management for forecasting workload and scheduling staff in contact centers and back-office operations.
- Impact 360 Desktop and Process Analytics for gaining insight into processes and employee desktop activities in the contact center and back-office operations.
- Impact 360 PCI and Recording Encryption solutions for maintaining data privacy in recorded interactions.
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Healthcare
Today’s healthcare industry must deliver quality service to patients while grappling with the pressures of cost containment, reduced staffing, data privacy, and a growing need to engage with the community across social media channels.
Verint offers solutions to meet the needs of healthcare organizations of all sizes. Our offerings include:
- Impact 360 Enterprise Workforce Optimization to enhance service and performance across the areas of the organization that can impact the patient experience, including the contact center and back-office operations.
- Impact 360 PCI and Recording Encryption solutions for maintaining data privacy in recorded interactions.
- Impact 360 Desktop and Process Analytics for providing visibility into processes and identifying variances that can impact costs and efficiency in the contact center and back-office operations.
- Verint Voice of the Customer Analytics for mining patient and community interactions and sentiments across the phone, Web, email, social media, and more.
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Insurance
Today’s insurance industry is more challenged than ever to expand products and services, reduce costs, enhance efficiency, and engage customers via new communications channels –with the ability to gain insight from these interactions and use it for competitive advantage.
Today’s insurance industry is more challenged than ever to expand products and services, reduce costs, enhance efficiency, and engage customers via new communications channels –with the ability to gain insight from these interactions and use it for competitive advantage.
Verint offers solutions to meet the needs of today’s insurance providers, including:
- Impact 360 for Back-Office Operations to automate and simplify many activities in the back office while providing unprecedented visibility into—and data about—operations processes, staffing, and tasks.
- Impact 360 Desktop and Process Analytics for providing visibility into processes and identifying variances that can impact costs and efficiency in the contact center and back-office operations.Verint Voice of the Customer Analytics for mining customer interactions and sentiments across the phone, Web, email, and social media, then using this information to refine products, processes, and services.
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Outsourcing and Business Services
Providers of outsourced services have always been challenged to meet service-level requirements while managing costs. With growing concerns about service quality, it’s critical for providers to monitor quality, detect and correct service anomalies quickly, and ensure staff are properly coached and trained.
Outsourcers around the world rely on Verint solutions to help them meet service-level agreements and make the best use of resources. Verint’s solutions include:
- Impact 360 Workforce Management for forecasting workload and scheduling staff with the appropriate skills—across locations and time zones, in keeping with local labor laws.
- Impact 360 Quality Monitoring to help ensure the ongoing quality of customer service.
- Impact 360 Performance Management to help agents and representatives understand their areas of strength and weakness.
- Impact 360 Coaching to help automate the coaching process.
- Impact 360 eLearning to bring targeted lessons right to the employee desktop.
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Retail
Economic pressures, intense competition, and the need to create a sustainable competitive advantage are problems facing today’s retail industry. Building customer relationships is more important than ever—while minimizing infrastructure costs without jeopardizing service.
Verint offers solutions to help retailers address these challenges. Our solutions include:
- Impact 360 Enterprise Workforce Optimization to provide insight into the performance of customer service functions across the enterprise, from contact centers to back-office operations, such as order processing and fulfillment.
- Voice of the Customer Analytics to mine information from consumer interactions across a variety of channels, as well as to develop online communities through which to engage with customers. Verint Voice of the Customer offerings include:
- Impact 360 Speech Analytics for mining recorded calls.
- Impact 360 Text Analytics for analyzing text-based interactions.
- Verint Enterprise Feedback Management for providing customer survey capabilities throughout the enterprise.
- Impact 360 Customer Feedback for conducting surveys over the IVR.
- Nextiva Video Business Intelligence applications to count people, monitor queues, and assess merchandising and customer experience management in stores.
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Telecommunications
As wireless communications proliferate and the demand for bandwidth and data storage grow dramatically, telecommunications providers must manage costs carefully to provide competitive, economical services. At the same time, convergence of communications media poses new challenges in sales and customer service.
Verint solutions can help telecom providers address many aspects of customer service performance that can impact sales, service, cost, and competitive advantage. Our solutions include:
- Impact 360 Workforce Management for forecasting workload and scheduling staff with the appropriate skills—across locations and time zones, in keeping with local labor laws.
- Impact 360 Recording for capturing calls and screens in call centers and customer service centers, for compliance, sales verification, and dispute resolution.
- Impact 360 Quality Monitoring to help ensure the ongoing quality of customer service.
- Impact 360 Performance Management to help agents and representatives understand their areas of strength and weakness.
- Impact 360 Coaching to help automate the coaching process.
- Impact 360 eLearning to bring targeted lessons right to the employee desktop.
- Impact 360 Desktop and Process Analytics to help protect customer data privacy and provide employees in the call center and back office operations with just-in-time guidance on processes and next steps.
- Impact 360 Speech Analytics for mining recorded calls.
- Impact 360 Text Analytics for analyzing text-based interactions.
- Verint Enterprise Feedback Management for providing customer survey capabilities throughout the enterprise.
- Impact 360 Customer Feedback for conducting surveys over the IVR.
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Travel and Hospitality
The travel and hospitality industry is impacted by expansions and contractions in local economies, competition, evolving labor laws, and increasing regulations surrounding customer data privacy. While the need to manage costs remains imperative, so does the requirement to deliver the best service possible.
Verint provides solutions that can help travel and hospitality schedule staff, manage costs, protect customer data privacy, and ensure quality in bookings and inquiries. Our solutions include:
- Impact 360 Workforce Management for forecasting workload and scheduling staff in compliance with local labor laws.
- Impact 360 Quality Monitoring for ensuring the quality of customer interactions over the phone or email.
- Impact 360 Performance Management to help agents and representatives understand their areas of strength and weakness.
- Verint PCI and Encryption solutions for protecting customer data with 256-compliant encryption when recorded, in transit, and archived.
- Impact 360 Speech Analytics to mine valuable customer information and surface trends in recorded calls.
- Impact 360 Customer Feedback to deliver customer satisfaction surveys over the IVR.
- Verint Enterprise Feedback Management to provide customer survey capabilities throughout the enterprise.
- Impact 360 Text Analytics to analyze customer comments in text-based content, including emails, Web forms, and social media, such as Facebook and Twitter.
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Utilities
Reduced capital budgets, investor expectations, public scrutiny, and the need to replace aging equipment while funding system growth are pressuring utility companies to be mindful of costs. At the same time, utilities are increasingly concerned with engaging with customers in nontraditional ways, such as through social or mobile media.
Verint offers solutions that can help utilities manage the costs and quality associated with customer service. Our solutions include:
- Impact 360 Workforce Management for forecasting workload and scheduling staff with the appropriate skills—across locations and time zones, in keeping with local labor laws.
- Impact 360 Recording for capturing calls and screens in call centers and customer service centers, for compliance, sales verification, and dispute resolution.
- Impact 360 Quality Monitoring to help ensure the ongoing quality of customer service.
- Verint PCI and Encryption solutions for protecting customer data with 256-compliant encryption when recorded, in transit, and archived.
- Impact 360 Speech Analytics to mine valuable customer information and surface trends in recorded calls.
- Impact 360 Customer Feedback to deliver customer satisfaction surveys over the IVR.
- Verint Enterprise Feedback Management to provide customer survey capabilities throughout the enterprise.
- Impact 360 Text Analytics to analyze customer comments in text-based content, including emails, Web forms, and social media, such as Facebook and Twitter.
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| CEO Dan Bodner discusses how Verint makes Big Data actionable |
