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TMCNet:  Verint Unveils Real-Time Personalized Guidance to Help Deliver Better Customer Experiences

[January 22, 2013]

Verint Unveils Real-Time Personalized Guidance to Help Deliver Better Customer Experiences

Jan 22, 2013 (Close-Up Media via COMTEX) -- Verint Systems Inc. announced patent-pending Personalized Guidance as part of its customer-centric Impact 360 Workforce Optimization solution.

According to the company, 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.

There can be various reasons for substandard interactions, such as the topic of conversation is new; insufficient time to properly train agents; or a process is irretrievably broken, leading to longer AHTs or drops in first-call resolution (FCR) rates before new solutions are introduced.

Verint technology can drive several key objectives through the use of its solutions. Guidance must be well-defined and part of an integrated platform to produce a consistent outcome in each customer interaction, while also: -Identifying Root Cause: Regardless of the issue, managers need analytics tools to identify which interactions merit guidance. With Personalized Guidance, they can further drill down to determine root causes and in turn, design and implement the "right guidance" at the "right time." -Providing Real-Time Personalized Guidance: Before purposefully interrupting a conversation between an agent and a customer, a solution must have the right guidance at the right time. The wrong guidance at the wrong time can further compromise the very interactions a company is trying to improve.

-Integrating Results: Once the interaction is complete, the quality of the call and the effectiveness of the guidance must be measured. Key insights can then drive change in workflow, key performance indicators (KPIs), coaching, or processes to further optimize operations and improve the customer experience. Failure to integrate insights derived from interactions that leverage Personalized Guidance can leave organizations unable to track the value of such solution.

Verint's solutions incorporate real-time Personalized Guidance into an overarching strategy. The following benefits reinforce the importance of identifying the best opportunities for guidance and then incorporating insights derived from calls back into processes and enterprise operations.

Verint Enterprise Intelligence Solutions help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, optimize performance and customer experience.

Verint is a company focused on Actionable Intelligence solutions and value-added services.

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