How Verint Managed Service Can Help You Deliver Value

In today’s competitive landscape, companies face immense pressure to deliver seamless customer experiences while maintaining operational efficiency. As new technologies emerge and businesses leverage these to help meet their business goals, the demand is greater than ever to show value and outcomes.

Managing these demands requires expertise to ensure that both application level and technical level solutions are performing optimally. This is where managed service from Verint can add value to overall solution adoption.

What Is Managed Service?

Managed Service enhances business and IT functions with high levels of resource-specific expertise. There are two kinds:

• Application management services – overseeing and optimizing the software and applications critical to day-to-day operations, and
• Technology management services – managing software updates and system performance.

By purchasing managed services, companies essentially integrate the application management, monitoring, and administrative maintenance of their solution and business operations with experienced professionals who become an extension of their team and culture.

The benefit is two-fold: it frees internal teams to focus on core business activities while ensuring that all systems operate smoothly and efficiently to promote solution adoption.

Application Management Service: Enhancing Customer Experience and Operational Efficiency

Verint Application Management Service is focused on optimizing your software applications to improve application knowledge and yield improved adoption, all through a business-use and application lens.

These services can include data modeling, managing application administration and validating data to drive industry best practices.

Key areas where Application Management Service enhances customer experience:

Technology Management Service: Maintaining Technology to Meet Business Needs

While Application Management focuses on optimizing the use and adoption of the solution, Technology Management Service is primarily focused on the infrastructure of your Verint solution.

From system and application performance to security/vulnerability management, this is the backbone of operations management. Here’s what you gain from Technology Management Service:

• Solution Assurance: Companies often operate around the clock, and system downtime can lead to significant losses. Regular system validation checks are performed to evaluate the health of your environment to detect and resolve potential issues before they cause disruptions.
• Solution Scalability: As your contact center grows, so do your technology needs. Managed service providers (MSPs) can help scale your operations to match demand, ensuring performance isn’t compromised during peak times by becoming an extension of your team.
• Proactive Engagement: Rather than reacting to problems after they arise, managed service focuses on preventive measures, keeping your systems updated to the latest Verint software and optimized to avoid failures. Additionally, managed service maintains server certificate updates within the Verint environment to eliminate disruption.
• Security & Vulnerability Management: The security landscape is constantly evolving, and managed service ensures that your Verint environment is protected with the latest security protocols. Managed service also works with your security teams to remediate vulnerabilities as they arise.
• Cost Efficiency: Managed service eliminates the need for large, in-house IT teams, as the MSP will handle most of your Verint technology needs. A Service Delivery Manager serves as the primary point of contact and manages the various aspects of the Managed Service performed by the larger Managed Service team. This can reduce operational costs while ensuring that you’re getting expert-level support.

Which Customers Benefit Most from Managed Service?

The customers that benefit most from managed service are those that:

• Operate in Complex, High-Volume Environments: Companies dealing with large volumes of customer interactions daily benefit greatly from the proactive monitoring, optimization, and application support that managed service provides. Downtime or inefficiencies in these environments can quickly escalate into significant issues.
• Require High Uptime and Reliability: Companies with demanding uptime requirements—such as those in financial services, healthcare, or e-commerce—cannot afford system failures. Managed service ensures their systems run smoothly around the clock.
• Lack Internal Resources: Organizations that don’t have the internal capacity to support complex infrastructure and applications benefit from outsourcing to a managed service provider. This allows them to tap into expert resources without the overhead of hiring full-time specialists.
• Need Additional Expertise: Companies who either lack or want to enhance application knowledge and expertise can benefit from the engagement from the team of managed service experts. Adoption and operational efficiencies can be gained through the assistance managed service provides.
• Focus on Core Competencies: For organizations that want to focus more on customer service and business growth than on IT issues, managed service offers a way to offload these responsibilities to a trusted partner. 

Conclusion

For organizations, managed service offers a strategic advantage. By outsourcing both the technology and application management aspects of their operations, companies can increase efficiency, reduce downtime, and help ensure their infrastructure and applications are always performing at peak levels.

Whether you’re looking to scale quickly, optimize software for better customer experience, or simply ensure 24/7 reliability, managed service can provide the expertise and support needed to meet your business goals.

Managed service is not just a cost-saving measure—it is an investment in the operational stability and customer satisfaction of your contact center.

Verint embraces the necessity and value of Managed Service. There are multiple tiers to fit your organization’s need for both application and technology services. Reach out to your Account Executive or Services Director for more information or contact us at info@verint.com.