Verint offers a comprehensive portfolio of software and services for customer engagement optimization. Our end-to-end suite helps organizations optimize their workforces, improve enterprise processes, and enrich customer interactions.
Verint Customer Engagement Optimization brings together Verint's proven workforce optimization and customer analytics solutions with advanced customer service capabilities from KANA®, a Verint Company. This broad array of functionality includes voice recording, voice biometrics, quality monitoring, speech analytics, text analytics, enterprise feedback management, workforce management, performance management, desktop and process analytics, elearning and coaching, along with customer service solutions, such as agent desktop, case management, knowledge management, and email, live chat, co-browsing, Web self-service, experience analytics, experience community, and social media response management.
Together, these solutions help organizations aggregate, analyze, and act on the enormous amount of customer, workforce, and other business data resulting from customer interactions across various communication channels and departments / systems across the enterprise. By helping organizations make sense of this structured and unstructured data, Verint Customer Engagement Optimization solutions can offer a deeper understanding of workforce performance, operational efficiency, service processes, interaction quality, and changing customer behavior dynamics. They can also help organizations deliver consistent, contextual, and personalized experiences, no matter which channels customers use to engage.