PRESS RELEASE: Verint® Systems announced a global partnership with Content Guru, a Communications Integration™ provider, in which Content Guru will deliver Verint customer engagement solutions—including workforce optimization and speech analytics—as an integrated customer engagement suite in the cloud. In addition, Verint’s digital first engagement management solution for government and public sector applications has been fully integrated with Content Guru’s storm® cloud customer engagement platform.
Content Guru’s storm platform is a feature-rich, multi-channel customer engagement hub and CCaaS (Contact Center as a Service) solution that delivers inbound and outbound interactions, including iACD® (intelligent Automated Contact Distribution) to organizations of all sizes to enhance customer experience delivery. Verint Workforce Optimization™ (WFO) and Speech Analytics™ are now available to organizations worldwide via the Content Guru storm cloud platform. With a single user interface and unique business process workflows, Verint WFO features functionality for call recording, quality management, workforce management, performance management, elearning, coaching, and desktop and process analytics, as well as speech analytics.
Leveraging the WFO and analytics solutions, organizations can capture and analyze customer interactions, journeys and sentiments across channels to enhance the quality and security of interactions, drive deeper engagement with customers and employees, improve internal processes and compliance, uncover business trends, and heighten productivity and performance.
Content Guru also now supports the Verint digital first engagement management solution as a fully-integrated part of its storm cloud platform. This suite from Verint includes a full range of digital and non-digital channels for both self and assisted service interactions. Designed specifically for government and public sector organizations, the digital first solution helps serve citizens more effectively in digital self-service, digital-assisted service and human-assisted service scenarios through integrated case management, business process management, knowledge management, real-time analytics and social media capabilities.
Global Consumer Organization Leverages Verint/Content Guru in the Cloud
Following the start of the partnership in October 2016, a major global consumer service organization already using Verint’s WFO solution took advantage of the new combined offering, migrating to a cloud-based iACD by way of the private cloud hosted by Content Guru. This transition to the cloud is helping the service company gain efficiencies in its contact center, branch, marketing, customer care and back-office operations, as well as help reduce risk and overall operating costs.
John Rees, CCO, Content Guru, comments, “Workforce Optimization is an essential part of customer engagement, and we are proud to be partnered with a market leader like Verint. The solution is part of a feature-rich platform and its integration complements storm’s built-in customer engagement facilities extremely well, enabling administrators to better manage workforce distribution, while also enhancing quality management capabilities. Organizations looking to deliver a fully-effective customer experience should leverage best-in-class, compatible components across every area, as only a truly joined-up experience can enhance the levels of customer engagement expected by today’s consumers. This is equally true in the public sphere, which is why we’re excited to support Verint’s digital first engagement management solution on our storm platform, giving citizens the flexibility to communicate more efficiently and effectively with public sector and government organizations via their preferred channels.”
John Bourne, senior vice president, global channels and alliances at Verint, adds, “Verint is pleased to be partnered with Content Guru. Through its cloud ACD and our multi-tenanted workforce and customer engagement solutions, organizations of all sizes can achieve their most important business objectives—from increasing employee and customer experiences to enhancing loyalty, and from driving revenue to lowering the cost of service delivery.”