Verint Introduces New Line of Solutions for Growing SMB Market

Verint®, The Customer Engagement Company™ announced its contact center workforce engagement offerings specifically designed for today’s small and medium-sized businesses (SMBs).

Contact Centre CLUB

Verint’s purpose-built SMB solutions provide a simple, modern approach to customer engagement, and rapid time to value. Because they are easy to implement, easy to use and easy to maintain, companies can cost-effectively heighten contact center workforce engagement, enhance service quality, optimize performance and meet compliance requirements.

The new Verint SMB offerings are available in the cloud and on-premises, and include:

Compliance Recording—Captures, archives and retrieves interactions across channels—such as voice, including mobile, and instant message communications—and helps reduce risk to confidently meet strict compliance demands. In addition to traditional voice calls, the solution records customer interactions across unified communications platforms, such as Microsoft Skype for Business and Cisco Jabber.

Recording and Quality Management—Captures, replays and evaluates customer interactions across communications channels. Leveraging the technology, organizations can bring a focused approach to employee coaching and training.

Workforce Management—Simplifies forecasting and scheduling, while helping manage and reduce costs, advance workforce efficiencies and drive operational excellence. As employees expect the work environment to adapt to their personal lives, Verint solutions are helping businesses evolve with mobile apps and built-in support for flex scheduling and adherence.

Workforce Optimization—Combines recording, quality management and workforce management, bringing a holistic approach to ensuring the right employees with the right skills are available at the right time, supporting quality and compliance requirements, and sharing intelligence to improve workforce engagement and customer service operations.

“Verint SMB offerings are changing how small and medium-sized businesses approach customer and workforce engagement,” says John Goodson, senior vice president and general manager of products at Verint. “Our partners can easily integrate these offerings with other contact center solutions, providing customers maximum flexibility with low total cost of ownership.”