Verint Community Modernizes Self-Service, Driving Deeper Customer Relationships
October 04 2018 - 8:30AM
Business Wire
Customers Can Make Smarter, Faster Decisions with Simplified
Access to Discussions, Technical Information and Knowledge
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement
Company™, today announced enhancements to its Community™ solution,
available in the cloud or on-premises. The Community solution is an
important component of the company’s automated Intelligent
Self-Service portfolio, which includes web self-service, knowledge
management (KM), intelligent virtual assistant (IVA) and
interactive voice response (IVR). Customer communities enable
enterprises to grow their self-service strategy, providing
customers with a private online site to find relevant information,
share experiences and get technical assistance, all without
requiring the interaction of a representative within an
enterprise.
The enhancements are part of Verint’s strategy to help
organizations meet growing consumer preferences for more automated
self-service interactions. Gartner expects “self-service customer
interactions to increase from 48% to 64% of the total within the
next five years, partly due to the augmentation of AI
technologies.”1
Conquer the Self-Service Challenge with Automation
“Companies have been trying to conquer the self-service
challenge for over a decade, and communities are one that should be
at the forefront,” says Verint’s GM of Intelligent Self-Service,
Michael Southworth. “Consumers are still craving some form of human
interaction along with their self-service journey. Through
communities, customers can interact directly with their peers,
receive real-time answers, responses and validation from fellow
consumers and organizations alike. Even though communities require
little employee involvement on the enterprise side, they are a very
important part of a company’s overall customer experience (CX)
strategy because they provide a critical forum to exchange ideas,
questions and best practices.”
While reducing demand for support, Verint’s Telligent Community
offering integrates with Knowledge Management (KM) to automate
content synchronization and search indexing, providing a structured
way for members of the community to find information and answers to
their questions on their own. This integration enables continual
updates to an enterprise’s knowledge base that are derived from
customers’ most frequently asked questions and issues. It can also
help enterprises capture customer feedback, and identify customer
needs and preferences—using the information for product
development, marketing strategy and to drive search engine
optimization (SEO). Feature upgrades include:
- Robust reporting
enhancements—Companies gain valuable insights and ROI metrics
for their community by understanding the details of customer
interactions. With automated drilldown reports, managers can easily
see the details behind the numbers, and the reports can be exported
for offline consumption. Community managers and customer experience
leaders now have a dashboard of important community health metrics
available to them with dynamic and interactive visualizations.
- Site theming experience
enhancements—Simplified theming enables easy branding and
customization of the community site’s interface in a matter of
minutes. A new theme studio offers advanced theme editing within
the site to provide customers with a quality, engaging online
experience that increases self-service use and return visits.
“Verint is unique in that we offer our customers solutions to
simplify, modernize and automate customer engagement, including
powerful Artificial Intelligence-based self-service solutions
across both voice and digital channels,” said Southworth. “Our
Community solution is a valuable addition to any enterprise because
it provides a new dimension to self-service customer engagement,
giving customers a rich interaction experience while requiring
little human resource investment. Additionally, AI is always
working in the background to route customer requests to the right
person if the customer needs additional answers or support.”
To learn more about Verint’s Intelligent Self-Service cloud or
on-premises offerings, click here.
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, over 10,000 organizations in more than 180
countries—including over 85 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.
1 Gartner, “How Co-browsing Can Differentiate Your Customer
Service,” 22 September 2017
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, 2018, our Quarterly
Report on Form 10-Q for the quarter ended July 31, 2018, 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, THE CUSTOMER
ENGAGEMENT COMPANY, NEXT IT, OPINIONLAB, TERROGENCE, SENSECY,
CUSTOMER ENGAGEMENT SOLUTIONS, CYBER INTELLIGENCE SOLUTIONS,
EDGEVR, RELIANT, VANTAGE, STAR-GATE, 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.
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Verint Systems Inc.Media RelationsAmy
Curryamy.curry@verint.comorInvestor RelationsAlan
Rodenalan.roden@verint.com
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