Solution Enhancements Helping Customers Deliver on Critical Customer Service Objectives
By Kelly Koelliker
Posted in Customer Engagement
You talk, we listen. The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace.
Following are three customer examples of where these advancements are well underway.
Operating several contact centers around the world, a large warranty company has struggled with connectivity and bandwidth issues in some of its remote offices, cutting off access to the mission-critical customer service applications. While the company understands the value of having a single, central store of knowledge and customer information, it also needed to accommodate remote offices with limited connectivity. To resolve this issue, the application now stores a local cache of information, which is continually synced with the central store as connectivity permits.
Now, all of its employees have fast and consistent access to information—and the single central repository is still maintained.
Additionally, this company wanted to move its operations to the cloud, but preferred to manage directly with the cloud vendor. As such, the Verint Employee Engagement and Engagement Channels solutions can be deployed in the Amazon Web Services (AWS) cloud. This means global organizations can choose the best deployment model for their needs—whether that’s Verint or customer-managed, an on-premises cloud deployment or hybrid option.
By expanding support for Amazon Web Services, Verint customers can take advantage of Amazon’s secure cloud services platform, and flexible computing and storage, while also maintaining control over the management of their systems. This arrangement provides an ideal mix of sophisticated and scalable cloud infrastructure and in-house IT control of systems.
An insurance organization deployed Verint Workforce Management in its back-office operations to more effectively plan and optimize how employees complete their work. It also wanted to manage how the work itself was managed and distributed.
To accommodate this need, enhancements to the Verint Case Management solution provide a simplified screen for back-office employees to view and access the work they need to complete. Information from this application is also fed back into Verint Workforce Management, so planners and administrators can see work volumes and queues, and make necessary adjustments.
As with many organizations, a large retailer of consumer technology saw that its customers wanted to communicate with them on more channels than ever before. While the company already uses solutions from the Verint Engagement Channels suite to manage these interactions, it wanted to simplify how these channels appeared to employees to optimize the way they received and processed work. New capabilities to the solution accomplish this by allowing live chat to be enabled or disabled based on the anticipated wait times—factoring in the number of active agents and the volume of customers in the queue. Additionally, email responses have been streamlined with the ability to display images in line with no additional clicks.
What we love about our customers is that they care deeply about providing the best possible experiences for their end customers and their employees. And, it’s part of our mission to help them do just that. These three examples demonstrate how we listen to our customers’ feedback on product enhancements and make it central to our CX Program and focus on developing customers for life. For more information, visit our website.
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