The Benefits of Customer Engagement Optimisation
Cross-selling and upselling products and services are top ways for yielding the greatest value from each customer interaction.
Organisations aspire to deliver cost-effective, personalised engagement.这种渴望需要高效运行的交互型人力资源。
减少风险的日常挑战中充满障碍。A properly implemented governance and process program can help organisations achieve risk reduction.
Verint has allowed us to… realise greater efficiencies within our call center while simultaneously improving the level of service we can deliver to our clients and their cardholders.高级副总裁
Thanks to Verint's Speech Analytics and the improvements it has enabled us to make across our operations, service, and ultimately, the customer experience, we are strongly positioned to achieve our objectives.技术经理
Tracks the progress of issues as they are resolved between various parties in the organisation, and enables enforcement and measurement of compliance and quality.
Enables end customers to accomplish many tasks on their own without utilising the organisation’s resources.
Enables employees to help customers navigate the organisation's web site to complete self-service transactions, or simply help them find what they are looking for.
Today, leading organisations use multichannel customer and employee insights to map customer journeys, identify engagement opportunities, and measure the actions that lead to positive and negative experiences.
Analyse text-based communications, including survey verbatims, postings on social media sites, and customer service chat sessions.
Delivers big data analytics for analysing and categorising call recordings according to each organisation’s challenges and objectives, and to proactively identify rising trends and the root causes driving customer queries.
Provides actionable intelligence by correlating customer interactions, behaviours and journeys customers take across the array of channels they use to connect with organisations.
Helps organisations gain a view into the perceptions, opinions and intentions of their customers and employees via email, web, SMS, IVR and mobile surveys.
Optimise the workforce by having the right number of engaged, high performing employees, capable of efficiently delivering exceptional quality of customer service.
Enables organisations to efficiently plan, forecast and schedule the right employees at the right time to meet service level goals across customer touch points.
Provides role-appropriate scorecards with pre-defined and custom KPIs that enable organisations to manage, coach and improve individual and team performance against goals.
Enterprise Workforce Optimisation
Enables organisations to monitor and improve employee performance by capturing desktop activity across different systems, applications and processes to help improve efficiency, reduce costs and liability, and enhance the customer experience.
Enables organisations to reliably capture interactions for compliance and analysis and practice customer-driven quality by evaluating employees using more interactions that are of high business value and relevance.
This powerful, yet simple solution has enabled us to analyse calls and reveal insights to improve products, processes, and most importantly the customer experience.高级经理
Overall, our customer service organisation has been able to refocus on the customer and reconnect with the broader business, both key catalysts for the results we have attained.客户体验分析师
The way we use Verint’s Speech Analytics here is to really give the customer's voice weight and value.商务分析师