WIXLIB

The CustomerEngagementCompanyDelivering solutions that forgedeeper, more meaningful andvaluable customer relationships

Customer Engagementfor the Long TermEngagement is fundamentally changing. End-customersnow enjoy more power, choice, and freedom than everbefore; while employees expect the tools and capabilitiesto be able to respond quickly and accurately.Forging deeper, meaningful and valuable customerrelationships is more important than ever.69%of customerswantorganisationsto make it easier forthem to engage or make apurchase whenever they wantConsumer Research 2018 commissioned byVerint in association with Opinium Research LLP2 Verint – The Customer Engagement CompanyCustomer ROIHere is a sampling ofbenefits that someorganisations have receivedfrom deploying Verint solutions.**Results may not be typical.70%increase in customersatisfaction rateAnalysis of nearly2millioncustomer interactions

This is what we do,as The CustomerEngagement CompanyTMWe offer software and services to help simplify, modernise, andautomate customer engagement, so you can drive deeper loyalty,enhance business performance, accelerate processes, and set yourorganisation head and shoulders above the competition.From the contact centre to the back office, our solutions can helpyou take customer and employee engagement to a new level andenhance your brand across every customer viceVoice of theCustomerFraudCompliance38%reduction inovertime spendsavings 3millionin firstyear due to improved averagecall handling time and scheduling22%reduction incomplaintsVerint – The Customer Engagement Company 3

WorkforceEngagementYour employees can make the differencebetween customer loyalty and customerchurn. Empower them with modern toolsto help simplify their jobs and deliverexceptional experiences.Our solutions can help them manage thecomplex demands of omnichannel service,plus ever-changing business and industryrequirements. We offer convenient, flexibleways of delivering consistent, contextual,and personalised customer experiencesacross all engagement channels.4 Verint – The Customer Engagement CompanyMultichannelRecordingAutomated QualityManagementCapture, encrypt, index,archive, and retrievevoice, screen, and othermethods of interactionfrom TDM, IP, SIP,and advanced unifiedcommunication platforms.Automate your qualityprocess and gain deeperinsight into all yourcalls while managingcompliance riskmore effectively.WorkforceManagementWork ManagerPlan, forecast, andschedule your team tohelp achieve servicegoals, maximise capacity,reduce costs, and increaserevenue across contactcentre, branch, andback-office operations.Boost productivity andmeet service deliverygoals by prioritisingthe work of individualemployees so theycan focus on the rightactivities at the right time.Coaching / LearningGive employees theopportunity to deliver thevery best service whilebuilding their skills andjob satisfaction.Desktop andProcess AnalyticsAnalyse employeedesktop activity and gainoperational intelligence.Optimise productivityand capacity, improveprocesses, and helpensure compliance.

Robotic ProcessAutomationAutomate repetitive,rules-based tasks andprovide guidance toemployees in real time tohelp increase productivity,reduce errors, and improvethe customer experience.Email / ChatEngagementDeliver rapid emailmanagement, online chatservices, and the abilityto share screens with yourcustomers to help improveresolution time.PerformanceManagementScorecardsSpeech / TextAnalyticsKnowledgeManagementEmployee DesktopCase ManagementGive employees andmanagers visibility intoperformance to help drivebetter service and deeperjob satisfaction.Automatically identifyand analyse trends,themes, and the rootcauses driving customerinteractions in voice andtext-based channels.Answer every questionwith confidence.Handle issues fasterand more consistentlywithout sacrificing quality.Unify your customer datato simplify processes,reduce mistakes, anddrive efficiency. Show theright information, rightwhen it’s needed.Gain visibility intowork across your staff.Route, distribute, andtrack work, and empoweremployees to completeeach step efficiently.Virtual AssistantGamificationMobile WorkforceInternal CommunitiesSocial EngagementImprove productivityand increase workforceengagement with faster,more convenient accessto information, answers tocomplex questions, androutine transactions.Accelerate employeeonboarding, drive ongoingskill development, andincrease collaboration andknowledge sharing.Empower employeeswith anytime, anywhereaccess to information andcapabilities that help themperform more effectively.Encourage collaborationand knowledge sharingamong employees todrive engagement andbuild a motivated team.Manage socialengagement as part of anintegrated onmichannelcustomer engagementsolution. Reveal currentinformation and trends,enabling you to takeaction quickly on theinsights extracted.Verint – The Customer Engagement Company 5

Intelligent Self-ServiceEmpower customers to help themselves fasterand with less effort. Verint can help you automatemany customer interactions and make self-serviceas simple and effective as assisted service.With our solutions, you can create a modern,conversational experience that’s consistent acrossvoice and digital channels. Your customers can benefitfrom being able to obtain information anytime,anywhere — and your organisation can reduce costto serve while boosting customer satisfaction.6 Verint – The Customer Engagement CompanyVoice Self-ServiceVirtual AssistantCustomer CommunitiesIncrease automationrates and improvecustomer experience withdynamically personalised,frustration-free cloud IVR.Make self-service asnatural and effectiveas assisted service withartificial intelligencethat can scale acrossthe enterprise.Empower customersto help each otherand share ideas.Track emerging issuesand reinforce yourbrand identity.Web / MobileSelf-ServiceKnowledgeManagementEncourage customers toresolve their issues onlineby offering them theconvenience, speed, andanonymity of frictionlessself-service.Change the waycustomers and staff findanswers by providingaccess to knowledgevia self-service and theemployee desktop.

Voice of the CustomerYour customers’ behaviour, interactions, and feedbackprovide great insight into how to improve customerexperiences and processes.With Verint solutions, you can listen, analyse, and act onthis intelligence, so you can respond more effectively toevolving customer, business, and market demands.Speech / TextAnalyticsReveal insights, issues,opportunities, andbehavioural trends frommillions of customercalls and text-basedinteractions.Social AnalyticsEnterprise FeedbackDigital FeedbackGain insight from contentpublished to social mediasites, online forums, andmessaging services.Improve customersatisfaction and loyaltyby listening to yourcustomers across allchannels to improveoverall experience.Increase revenue anddecrease churn by givingyour digital customers avoice and empoweringyour organisation toact on feedback.Verint – The Customer Engagement Company 7

FraudFraud is pervasive, and as the risksescalate, so does your potential liability.Verint offers solutions that can help youdetect, investigate, and mitigate the riskof fraud in contact centres, branch banks,and self-service systems. Our solutions caneven help you identify and avert potentialfraud before it occurs — regardless ofwhether the perpetrator is within oroutside of your organisation.Branch Surveillanceand InvestigationDesktop and ProcessAnalyticsImprove surveillanceand investigations atthe branch withinnovative software thatcan simplify securityintelligence and empowerfraud investigators.Avoid capturing sensitivedata while detectingbehaviour that does notcomply with industryregulations andcompany practices.Identity AnalyticsVoice Self-ServiceFraud DetectionUse voice biometricsand predictive analyticsto help verify customersand detect fraudsters.8 Verint – The Customer Engagement CompanyIdentify suspiciousbehaviours in your IVRand alert your fraud teambefore fraudsters attackyour contact centre.Full-Time RecordingReduce liability andenhance compliancewith a single, full-time,multichannel enterpriserecording andarchiving system.

ComplianceRegulatory requirements evolvecontinually and can have afar-reaching impact on your enterprise.Verint offers solutions to help youcomply with changing regulatoryrequirements, such as the GeneralData Protection Regulation (GDPR),while mitigating risk and avoidingcostly fines and reputational damage.Automated VerificationCompliance RecordingEmployee DesktopVerify that yourcommunications andrecording infrastructure isoperational and meetingcompliance requirements.Capture, encrypt, search,archive, and replayinteractions for complianceand liability protection.Enhance complianceby giving employeessingle-screen accessonly to the applications,information, andprocesses they need.Financial TradingComplianceKnowledgeManagementRobotic ProcessAutomationSpeech / TextAnalyticsCapture voice, video,desktop, and textinteractions in tradingroom, contact centre,and financialback-office operations.Give employees quick,easy access to knowledgethat’s compliant withregulations, so they canrespond to enquiriesquickly, consistently andcorrectly.Enhance securityand compliance byusing robots to processsensitive tasks orinformation, and completeprocesses consistently.Drive complianceby quickly revealingregulatory breachesin phone andtext-based interactions.Verint – The Customer Engagement Company 9

Simplify,Modernise,and AutomateEngagementVerint is The Customer EngagementCompany. We help organisations simplify,modernise, and automate customerengagement with software and servicesthat can help drive deeper loyalty,enhance business performance, accelerateprocesses, and set your organisation headand shoulders above the competition.We believe that every customerinteraction is an opportunity to gaina loyal advocate for your brand.That’s why we leverage the latest inartificial intelligence and advancedanalytics technology to help you unlockthe potential of automation andintelligence for driving real businessimpact across your organisation.10 Verint – The Customer Engagement CompanyAt our core, we’re a technologyinnovator passionately committed tocustomer success. We partner with youto understand your business goals andidentify the best approach, strategy,and solutions to meet your current andfuture needs. Our goal is developingcustomers for life, and we work hard todeliver on that guiding principle, fromoffering innovative, open, and flexiblesolutions to continually striving to makeit easy for you to deploy, expand, andengage with us. We believe that together,we can accomplish great things.

Find out more:https://www.verint.com/engagementVerint – The Customer Engagement Company 11