You are currently browsing the tag archive for the ‘Verint’ tag.

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.

One is call avoidance. It targets three basic issues for any company providing customer service: to identify why callers call the contact center, why self-service fails to resolve issues and why there are repeat calls. Verint enables companies to produce analysis from which to develop action plans that address each of these; the goal is to have fewer calls to the contact center. A second is cost-to-serve; it focuses on understanding why customers are calling, which types of calls take the longest to handle and which agents struggle with certain types of calls or sections of a call, and it can route calls on critical subjects to a designated inbox. This analysis also enables companies to create action plans that speed up the delivery and handling of calls. The third is service recovery; it focuses on understanding the reasons for customer churn and developing action plans to prevent customers from terminating engagements.

Each of these packages uses a combination of products, at the heart of which is analytics, including speech and text analytics; they also include quality monitoring and predefined reports and analysis that focus on the specific business issue. Verint’s consulting services help companies set up the solutions, analyze the results and decide on action plans.

My research into agent desktop systems shows that two of the top vr_db_top_five_customer_service_challengeschallenges companies face as they try to improve customer service relate to groups operating in isolation and lacking consistent metrics across lines of business and processes. High on the list is that customer-facing activities, and for that matter processes, are not coordinated. The business impact solutions from Verint target such issues. They analyze data across systems, and thus processes, and create visibility into what is happening in critical business areas. Call avoidance, reducing cost-to-serve and reducing customer churn are three of the longest-standing challenges. Because they span lines of business, processes and systems, companies require a combination of systems to deliver the analysis and outcomes they are looking for. Verint is one of a few vendors that have a suite of programs that crosses these boundaries, and so it has an opportunity to take advantage of these needs; the company plans to deliver more solutions-oriented products in the next few years.

During the same briefing I learned how Verint is using a similar approach of combining products to address two other business issues: complaints and compliance. Its product for complaint-handling can find customer complaints made in the form of a survey or another written document and trigger an alert; using its text analytics the company can further understand what the customer is complaining about, and applying its speech analytics can determine whether customers are referring to the issue during phone calls. The combined analysis can be used to trigger appropriate action, which might include using the Verint desktop and process analytics to see how agents are handling complaint calls and in turn identify changes to processes and the desktop system. The compliance solution uses a similar approach but begins with speech analytics to identify noncompliance issues; this analysis also can lead to process and desktop changes, or involve training staff in dealing with certain call types, regardless of where the person sits in the organization.

All of these developments demonstrate that Verint is addressing one of its key issues. Much of its portfolio has been created through acquisitions, and for years it has faced the challenge of integrating these so they can address cross-functional issues. Each of these solutions does this and turns having a diverse set of products into a strength for helping optimize customer relationships.

Regards,

Richard J. Snow

VP & Research Director

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.

To build this simple but effective solution, Verint has connected several of its existing products. It uses real-time speech, desktop and process analytics to identify the customer and the context of the interaction, it extracts additional data about the customer and the agent from other parts of workforce optimization, and it uses rules-based software inherited and subsequently enhanced from the Iontas acquisitions to decide best next action. It then pops the action onto the agent desktop and emails other lines of business on the customer’s issue and the action taken to resolve it. These final two steps ensure customers receive personalized, in-context responses and thus improved experiences. Other lines of business can decide what action they need to take to improve their interactions or indeed remove the need for future interactions because the issue goes away.

Connecting its software allows Verint to take more advantage of having such a wide suite of products. I have written in the past that possibly its biggest issue is integrating the products it has acquired. Verint is getting to grips with this issue and delivering more integrated solutions, as other niche vendors cannot. Personalized Guidance is also a prime example of joining up processes and providing integrated products that support a more holistic approach to customer-facing activities. As I recently wrote, smart companies are beginning to take this approach to voice of the customer, and this new development extends that into customer experience.

Providing enhanced customer care is becoming more complex as customers change communication habits, as more lines of business become involved in handling customer interactions, as more competitors enter traditional markets with new Internet-based business models, and as social media gives customers a global voice when things go wrong. During the coming year I will be looking for more examples of companies that join up their processes and vendors that do the same with their products. Please collaborate with us and share any examples you know about.

Regards,

Richard J. Snow

VP & Research Director

RSS Richard Snow’s Analyst Perspectives at Ventana Research

  • An error has occurred; the feed is probably down. Try again later.

Twitter Updates

Stats

  • 68,536 hits
%d bloggers like this: