Ventana Research Analyst Perspectives

Verint Brings New Business Solutions to Optimize Customer Relationships

Posted by Richard Snow on Aug 15, 2013 10:33:06 AM

Earlier this year I wrote that Verint Systems, which makes workforce optimization and analytics products for customer engagement, has changed its focus from individual product capabilities to packaged business solutions that include specifically configured versions of its products. The first of those was real-time personalized guidance; it uses several of the company’s Impact 360 workforce optimization products to guide agents in real time as they handle customer interactions. I wrote at the time I was expecting more of these from Verint, and now it has brought out three additional solutions, which I learned about during a recent briefing.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, Speech Analytics, Voice of the Customer, Operational Performance, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization

Verint Announces Real-Time Personalized Guidance

Posted by Richard Snow on Jan 24, 2013 10:05:02 AM

Recently Verint announced a new development in its workforce optimization suite Impact 360 Workforce Optimization that it calls Personalized Guidance. It aims to improve the customer experience by prompting anyone handling customer interactions with what they should do next. The principle is simple and logical: Analyze all the data you can so you understand the customer and context of the interaction, identify best next action, and prompt the person handling the interaction with this action so the customer receives a response best related to the interaction. Ideally, customers are happier and more interactions are resolved at the first attempt. The software also closes the loop and feeds information back to all other related lines of business so people there can also take appropriate action, which might mean changing a process, improving a product or updating a use guide, for example.

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Topics: Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, Operational Performance, Customer & Contact Center, Customer Service, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization

Verint Advances Integration and Interactivity for Workforce Optimization

Posted by Richard Snow on Jan 8, 2013 11:17:08 AM

In early 2012 I wrote a blog post about how Verint was overcoming some of its product integration issues by using an information-driven approach that allows users to drill down from key performance metrics into underlying application data. The latest version of its Impact 360 Workforce Optimization suite extends this approach and supports a flow of data between applications and workflows that enables cross-application processes. The suite of products includes interaction recording, workforce management, agent quality monitoring, eLearning and coaching, enterprise and customer feedback management, performance management, and desktop, process, text and speech analytics. The latest release is designed to make these operate seamless so that companies can manage processes related to handling customer interactions.

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Topics: Customer Analytics, Customer Experience Management, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Verint, Workforce Force Optimization

Agents Performance Management is Hot for Successful Customer Interactions

Posted by Richard Snow on Jul 16, 2012 12:23:42 PM

Our benchmark research into agent performance management shows that the majority of companies are not very mature in their use of people, processes, information and technology in handling customer interactions. Companies are most mature is their use of information, but even in this area they are hampered by their failure to use the latest technologies available to support their efforts.

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Topics: Predictive Analytics, Sales Performance, Social Media, Customer Analytics, NICE Systems, Speech Analytics, Voice of the Customer, VPI, CallCopy, Enkata, Envision, Genesys, in Contact, KnopahSoft, LiveOps, Operational Performance, Business Analytics, Business Performance, Cloud Computing, Customer & Contact Center, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, coaching, Compensation Management, Contact Center, Contact Center Analytics, Desktop Analytics, Text Analytics, Agent Analytics, Aspect, OnviSource, Training, Verint, Workforce Force Optimization

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:43 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Predictive Analytics, Sales Performance, Social Media, Supply Chain Performance, Sustainability, Customer Analytics, Customer Data Management, Customer Experience Management, Customer Feedback Management, NICE Systems, Social CRM, Speech Analytics, Voice of the Customer, Genesys, InContact, IT Performance, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Cloud Computing, Customer & Contact Center, Customer Service, Financial Performance, Governance, Risk & Compliance (GRC), Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Interactive Intelligence, Text Analytics, Unified Communications, Workforce Management, Noble Systems, Verint