Contact Center Solutions Industry News

TMCNet:  Verint Introduces real-time personalized guidance

[January 18, 2013]

Verint Introduces real-time personalized guidance

Jan 18, 2013 (TELECOMWORLDWIRE via COMTEX) -- Verint Systems Inc. (NASDAQ: VRNT) said it has released patent-pending personalized guidance as part of its customer-centric Impact 360 Workforce Optimization solution.

Personalized Guidance provides real-time analytics that help identify root causes and provide in-the-moment guidance to the agent while the customer interaction is in progress. This not only allows agents to adjust "in flight" to meet quality metrics, but also drives insight that can be incorporated into customer experience or process optimization efforts in support of the enterprise's overarching customer strategies.

Global organizations are leveraging their contact centers not only as a channel to resolve customer issues, but also as a strategic tool to maintain a competitive edge with increased customer response readiness. Within these customer interactions are insights that can drive a company's ability to strengthen brand perception, improve customer satisfaction and loyalty, identify and address process inefficiencies, influence product direction and resolve customer issues. As such, forward-thinking organizations have invested in multi-pronged approaches to help optimize these interactions and improve the overall customer experience. However, in spite of the best intentions, some interactions fail to meet the quality bar.

Verint is a leader in actionable intelligence solutions and value-added services. The company's website is at Learn more at www.verint.com.

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