Helps Organizations Manage End-to-End Social Customer Service
Journey to Address Heightened Service Expectations
Verint® Systems Inc. (Nasdaq: VRNT) today announced enhancements
to its Social Engagement™ solution. The software supports an
integrated multi-departmental approach for managing and enriching
customers’ social interactions. While many organizations have
embraced social media as a marketing and promotion channel,
customers are increasingly using it to request service as well.
These latest advancements to Verint Social Engagement are designed
to help organizations coordinate and meet disparate social
engagement needs and support the end-to-end management of customer
care requirements.
There are many ways that consumers can engage digitally with
organizations when they need help. In fact, a recent study of more
than 24,000 consumers across 12 countries - sponsored by Verint in
collaboration with Opinium Research — shows that two-thirds of
respondents feel customer service online and via mobile devices
needs to be faster and more intuitive. They often quickly reach a
digital tipping point when they resort to picking up the phone to
deal with a request.
An End to Social Media Frustration
The latest enhancements to Verint Social Engagement can help
bring an end to the frustration, providing a platform for fast,
personal social media interactions that are more than transactions.
These interactions are full-fledged conversations that satisfy
customer needs in digital mode. Organizations can leverage the
solution to:
- Deploy social engagement channels as
part of a single vendor, omnichannel customer engagement
strategy.
- Manage the end-to-end social customer
service journey and help exceed heightened social service
expectations, especially among Millennials and other savvy digital
customers.
- Accelerate routing, prioritization,
allocations and escalation of issues raised on social media.
- Collect, analyze and report on insights
from Twitter, Facebook, Instagram, LinkedIn, Google+, online forums
and messaging services, including Messenger.
- Take advantage of the vast customer
service opportunities presented by social media today.
“Unlike other social media monitoring products, Verint Social
Engagement helps organizations do much more than monitor,” says
Nancy Treaster, senior vice president and general manager,
strategic operations, Verint. “Through the integration between our
Social Engagement and Engagement Management solutions, businesses
can rapidly escalate and respond to both simple and complex issues
raised on today’s social media channels.”
Fast, Convenient Response
Verint Social Engagement helps organizations deliver customer
service at the speed consumers expect from social media. Where
customers may be willing to wait 24 hours for an email reply, they
tend to expect a response within an hour or less on social media.
For customer service agents, technology integration adds value,
providing previous customer contact history across all channels —
not only social — to help build context and improve the
effectiveness of agents’ responses.
The solution also supports social engagement best practices for
today’s organizations. It covers a wide range of recommendations,
from skills required for hiring, to the importance of in-channel
replies, and blending social channels with email or web chat.
“Based on the results from our recent Digital Tipping Point
study, many consumers prefer interacting via social media channels,
especially for simple requests,” adds Treaster. “However, we also
know that consumers resort to the telephone when they can’t get the
answers they need online. Our solutions help ensure that customers
get the service they expect regardless of their choice of channel,
and equip employees with the insights they need to effectively
serve customers.”
Verint Social Engagement becomes generally available in December
2016. Learn more by visiting the Verint website.
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, more than 10,000 organizations in approximately
180 countries—including over 80 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2016, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2016, and other
filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE,
CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO,
AUDIOLOG, CONTACT SOLUTIONS, OPINIONLAB, CUSTOMER ENGAGEMENT
SOLUTIONS, ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE
SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR,
RELIANT, VANTAGE, STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO,
SUNTECH, and VIGIA are trademarks or registered trademarks of
Verint Systems Inc. or its subsidiaries. Other trademarks mentioned
are the property of their respective owners.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20161205005026/en/
Verint Systems Inc.Industry
Information:Candace Flynn,
303-254-7152candace.flynn@verint.comorInvestor Relations:Alan Roden,
631-962-9304alan.roden@verint.com
Verint Systems (NASDAQ:VRNT)
Historical Stock Chart
From Jun 2024 to Jul 2024
Verint Systems (NASDAQ:VRNT)
Historical Stock Chart
From Jul 2023 to Jul 2024