The contact center is a symphony of solutions and systems working in concert to engage customers and create the exceptional omnichannel expected in today’s customer-centric world. Regardless of industry, the contact center is a hub of resolution and resources, so it is mission critical that in this symphony all instruments are in tune.
Today, a leading credit card company announced the implementation of a number of Verint contact center solutions to transform operations and arm agents with a future forward deployment.
Already using Verint technology, the credit card company is expanding its use of the Verint portfolio. In specific, it selected the workforce management, performance management, desktop analytics and process analytics from the Verint workforce optimization (WFO) suite. This is in addition to speech analytics, employee engagement solutions, engagement channel solutions from the engagement channels, employee engagement and voice of the customer (VoC) suites.
In utilizing an expanded roster of Verint solutions, the credit card company is capable of consolidating contact center operations. This decreases the number of BPOs in play, puts more contact center operations in house and gives team members a robust contact center armament.
The contact center is the frontlines; I can’t beat this dead horse enough. We’ve all had a negative contact center experience, which makes those firms prioritizing customer engagement and the customer experience like a glass of cold lemonade on a hot summer day.
What’s in your contact center?