Organizations universally desire the business outcome of improved organizational agility — in other words, the ability to quickly and effectively identify and respond to business risks and opportunities, typically through workforce-related actions. Being agile requires that an organization be adept at two things: harnessing cognitive assets, the knowledge and ideas that comprise the intellectual capital of a workforce, and deploying and using technologies that channel those assets where they will have the greatest impact.
Customer engagement is nothing new – organizations have been engaging with customers in one way or another ever since business began. Over the years, however, the nature of this engagement has changed dramatically, from largely face-to-face encounters and the written word to telephone, email, fax and text messaging and now to text-based applications, social media, mobile apps and video. These changes prompted organizations to create call centers to centralize the handling of phone calls, then contact centers that handle multiple channels of engagement, more recently, self-service channels like IVR and web-based FAQs, to the latest customer engagement centers that embrace all aspects of engaging with customers. Responding to these changes, Verint, best known as a workforce optimization vendor, has extended its suite of products to include a customer engagement center suite.