PRESS RELEASE: Verint® Systems announced that customer Sage, a market leader in integrated accounting, payroll and payment systems, has been honored with the 2016 Business Technology Leadership Award from Ventana Research. This award recognizes Sage and its use of the Verint Telligent® Community™ platform for its “Sage City” online community.
For more than 10 years, Ventana Research’s awards program has recognized noteworthy individuals and organizations that have advanced business leadership by effectively using their people, processes, information and technology to achieve the best outcomes.
“We congratulate Sage and Verint-Telligent on this prestigious award,” says Mark Smith, CEO and chief research officer, Ventana Research. “The deployment and use of the Verint-Telligent Community platform has helped Sage eliminate silos by bringing together 15 separate customer communities from five different platforms to create a more rewarding customer experience that engages users and reduces support costs. With the new Sage-branded social experience for customers and partners, the organization has positioned itself not only as a software provider, but also as a consultative leader through a robust, resource-rich community environment.”
Sage selected the Verint-Telligent Community platform because of its ability to accommodate the large-scale integration of backend systems with as little customization as possible. Sage wanted Sage City to be under a separate domain to reinforce the idea of an affiliated community, not an extension of the company website. In this way, customers and partners feel they can express themselves freely and provide honest feedback, and see Sage as a facilitator of conversations. Sage City is a gateway to other Sage digital assets, such as Sage University, a training resource with over 95,000 classes taken last year, and Sage Knowledgebase. It also includes a blogging program, weekly email digest and syndicated resource across other external properties. Sage City represents more than 20 product groups.
Since its inception in June 2013, Sage City has had over five million visits and almost 14.8 million page views. The site averages approximately 7,700 visits each weekday and is trending around 20,000 page views per weekday. Additonally, it has experienced overall reply rates of more than 82 percent, exceeding its goal of an 80 percent reply rate within 48 hours.
“We’re delighted to see Sage recognized for its innovative use of technology to build a loyal social community for its customers,” comments Nancy Treaster, SVP and general manager, strategic operations, Verint. “By optimizing customer engagement through Sage City, it has elevated the customer experience so it’s top of mind for the entire organization.”