Joint Verint-KANA Cloud-Based Solution Extends Customer Engagement Optimisation Portfolio
Verint® Systems Inc. have launched Verint Engagement Analytics™, a new offering that provides Actionable Intelligence® surrounding the journeys customers take across the rapidly expanding array of channels they use to connect to companies. Verint Engagement Analytics is a cloud-based software and services offering that delivers an unprecedented analytics experience through dynamic dashboards, advanced data visualisation tools and sophisticated engagement capabilities.
It leverages big data and predictive modeling coupled with Verint’s unique and powerful portfolio of employee and customer engagement solutions, helping organizations truly understand and impact the end-to-end customer journey. Verint Engagement Analytics gives organisations the analytical power to help correlate customer transaction and behavioral information with internal employee and process data to drive real-time engagement.
Customer engagement data is often trapped within departmental silos, leaving organizations without visibility and understanding across channels, interactions, processes and outcomes. This disconnected data makes it impossible for organisations to deliver a cohesive, omnichannel engagement, reinforcing the critical need for a consolidated analytics platform to deliver an end-to-end view of customer journeys and business outcomes. Verint Engagement Analytics captures customer, employee, transaction and interaction data, and aggregates it into a single view. It then applies powerful algorithms that create cross-channel metrics, such as customer and employee effort and satisfaction, maps customer journeys and delivers Actionable Intelligence to understand behaviors and predict outcomes.
When combined with Verint Workforce Optimization™ and KANA® customer service solutions, Verint Engagement Analytics helps deliver insights where it matters most, empowering organisations to engage more effectively with both customers and employees.
Developing a Truly Omnichannel View of the Customer Journey
Verint can help simplify the complexity of big data challenges associated with the customer experience by providing an omnichannel view of the customer journey, identifying engagement drivers and root causes, and enabling organisations to take action and create a more personalized engagement while reducing customer churn and risk.
With Verint Engagement Analytics, organizations can:
- Provide access to customer engagement insights across the entire enterprise. By evaluating interactions across all channels—including web and mobile activity, phone interactions, emails, chats, secure messages, case notes, social media messages, desktop activity, employee performance and survey responses—using a centralized solution, organisations can quickly determine where to focus customer engagement efforts for the greatest impact. Customer journeys across channels can be segmented, targeted and tracked to help understand trends, journey dynamics and the root causes of issues. Through the use of omnichannel data capture and analytics, visualizations and automated journey mapping, companies can gain a deeper, more contextual understanding of employee and customer experience and drive immediate real-time customer engagement.
- Engage customers where they want, when they want, and how they want. Engagement Analytics can help pinpoint where opportunities exist to improve processes throughout the customer journey. It can also help organisations understand previous interactions and likely outcomes, and use this intelligence to deliver highly personalized service through guided processes, next best actions and offers. By delivering customer feedback insights through operational solutions, Verint helps organizations operationalise customer-centric strategies, transform the customer engagement and achieve measurable business results.
“We’re pleased to further evolve the Customer Engagement Optimisation market with the launch of Engagement Analytics,” says Nancy Treaster, senior vice president and General Manager, strategic operations, Verint Enterprise Intelligence Solutions™. “This new state-of-the-art offering uniquely leverages data, knowledge and customer engagement tools from Verint and KANA, creating a compelling differentiated solution that helps link all departments of an enterprise using metrics and insights designed to put the customer at the heart of an organization. Using Engagement Analytics can help ensure customer voices are heard and employees are engaged.”
For additional information see Verint’s Company Profile