PRESS RELEASE: This week, during its annual Driving Innovation™global customer conference in Orlando, Verint® Systems Inc. highlighted how customers are deploying its solutions to more effectively engage with their customers. Common customers of Verint and KANA®, A Verint Company, are integrating Verint Workforce Optimization™ with KANA Customer Service Solutions to realize the benefits that a collective customer engagement optimization suite can bring.
By enriching customer interactions, optimizing their workforces, and improving business processes, customer engagement optimization helps organizations take a more strategic approach to customer engagement and loyalty, performance and revenue, and risk reduction—all through a single solution provider.
For instance, common customers have already integrated Verint and KANA solutions to stop and start screen recording for non-voice interactions, such as email and web chat. The combined solutions also enable users to store call recordings together with email and chat interactions for quality monitoring purposes to better understand the customer journey and improve customer loyalty. Agents can manage multiple live chat sessions at once, aided by scripted responses and easy tracking of progress—completed steps and next steps—for each individual chat. Representatives can also tap each other for expertise using chat and pass the complete customer-to-agent session transcript on to a co-worker that has specific domain expertise if needed.
These common customers are also using pause and resume functionality from Verint together with the KANA Agent Desktop for PCI compliance. The Payment Card Industry Data Security Standard (PCI DSS) continues to serve as a catalyst for data security in global organizations, while technology serves as a key enabler in attaining compliance. Verint Desktop and Process Analytics™ comprises a host of unique capabilities that are helping customers address a critical requirement inherent in PCI compliance: the ability to initiate a halt of recording to avoid the capture of what the PCI Security Standards Council calls Sensitive Authentication Data (SAD)—data for which storage is prohibited by the PCI DSS—and then automatically resume that recording again, via agent desktop events. This all happens within a unified agent desktop that allows customer engagement centers to focus on serving customers and solving their needs, rather than on navigating contact center software and service processes.
Further, organizations are creating integrations that feed volumes of email and web chat data into their Verint Workforce Management™ (WFM) solution to more efficiently forecast and schedule these non-phone interactions. WFM provides accurate forecasting for intra-day, daily and long-term workload. It can help produce optimal schedules by balancing defined shift rules, work patterns, breaks, targeted service-level goals, and individual skills, proficiencies and preferences. The result is significant cost reductions associated with improved customer engagement due to shorter wait times and more informed agents.
Case Management solutions from KANA can also be integrated with Verint Recording™ to provide a history of the customer case, making it easy for agents to help customers. KANA Case Management software guides agents through these service processes, and provides the information and options relevant to the context of the interaction update dynamically in the user interface. This enables agents to progress customer requests quickly and accurately toward resolution, all with the context of the actual recorded interactions with the customer. Verint Recording is a robust, proven full-time recording solution that helps today’s contact centers meet a range of needs—from compliance recording and liability management to monitoring agent performance.
“We believe this is only scratching the surface of the potential that our combined portfolio can offer customers. We have entered and are leading a new era of customer engagement optimization,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions™.
About KANA Software
KANA®, A Verint® Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations—including many of the Fortune 500, mid-market businesses and public sector agencies—optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.
About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk, and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.