New Cloud-Based, Enterprise-Class Knowledge Solution Advances Employee Engagement, Information Access and Consistency Across Customer Service Channels
MELVILLE, N.Y., July 19, 2017 —Verint® Systems Inc.(Nasdaq: VRNT)today announced its new Knowledge Management Professional™ solution for organizations that span 90 to 90,000 users.The software is designed to quickly and easily get the right information to customers and employees at the right time, and help ensure the consistent delivery of that knowledge through shared intelligence across customer channels and touchpoints.
Every interaction between a company and customer is an information exchange—whether it’s a customer looking for information on a company’s website or a branch manager helping a couple prepare paperwork for a first home loan. Key to those interactions is access to timely, accurate information across the customer’s channel of choice. Many organizations today, however, face challenges fulfilling simple customer requirements—and their employees can get bogged down by an overwhelming amount of information housed in various repositories with no easy way or single point to find the right answer to specific questions.
According to a recent Forrester* report, “Customer service leaders know that the right knowledge delivered at the right time is critical to a successful interaction. When organizations do this correctly, they can use knowledge—curated or tribal—to personalize an interaction; increase customer satisfaction; reduce call handle time; improve operational efficiencies; increase customer engagement; and, ultimately, drive conversion and revenue.”
Knowledge Management Professional from Verint is designed to enable organizations to achieve these benefits. This cloud-based solution brings the advantages of knowledge management to a broad range of organizations. With a dramatically reduced total cost of ownership and accelerated time to value, organizations can experience an impact in these metrics in as little as a few weeks. The solution will always be up-to-date with the latest release, so customers benefit from Verint’s continued innovation without the need to plan or budget for upgrades.
Verint Knowledge Management Professional is unique in the market in that it’s accessible to smaller organizations, while still providing the sophisticated enterprise-grade features and scale that the largest companies in the world demand. Now, organizations of all sizes can gain value from this central knowledge base to help reduce handle time, training time, error rates, callbacks and more.
“We’re delighted to offer an enterprise-class knowledge solution to such a wide range of organizations,” says John Goodson, SVP and general manager, Customer Engagement Solutions™, Verint. “As more and more organizations prioritize knowledge management—and as they empower customers to self-serve and employees to access the most current information with ease and confidence in real time—we believe solutions like Verint Knowledge Management Professional will be attractive based on solution impact, customer and employee engagement, and cost and time to value.”
Verint Knowledge Management Professional benefits include:
- Business-configurable authoring and approval workflow, as well as a 360-degree feedback loop to help ensure content is always up-to-date, and users know their feedback is actionable
- Centralized repository of articles, FAQs, procedures and more, providing employees with consistent, accurate answers
- Improved efficiency and accuracy of information, helping improve handle time, hold time, first contact resolution and customer satisfaction
- Keywords and natural language to search the knowledge base in dozens of languages
- Federated search for the inclusion of relevant sources—such as communities, content management systems and third-party websites—so the right answer is available regardless of where it is stored
- Relevant customer context, including purchase history and other data, to automatically filter and personalize responses, often eliminating the need to search
- Responsive user interface optimized for maximum usability on desktops, tablets and mobile devices, allowing users to quickly apply filters, see featured content, bookmarks and more
- Self-service access for customers to get answers on their own through web or mobile devices
- REST API access to embed knowledge in a variety of third-party interfaces and applications
Goodson adds, “We believe the key to engaging customers effectively is to empower the employees who serve them. When combined with other Verint solutions—such as Quality Management, Employee Desktop, Communities, and Desktop and Process Analytics—we put the right information at employees’ fingertips as they need it, enabling them to focus on the customer, rather than searching for information.”
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, over 10,000 organizations in more than 180 countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make more informed, effective and timely decisions. Learn more about how we’re creating A Smarter World with Actionable Intelligence® at www.verint.com.
*Forrester, TechRadar™: Customer Service Intelligence, Q2 2017, April 7, 2017
This press release contains “forward-looking statements,” including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management's expectations that involve a number of risks, uncertainties and assumptions, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2017, our Quarterly Report on Form 10-Q for the quarter ended April 30, 2017, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, Verint assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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