No matter which sector you might be in, it’s becoming increasingly important for today’s brands to focus on customer engagement and experience as solutions for differentiation. Price and product features no longer lead the way in determining which business gets the biggest market share. Instead, clients everywhere are searching for organisations that can offer them top-of-the-line solutions for customer service. The rise of CX is one of the reasons why Verint Systems Inc – a world-renowned Customer Engagement company, recently announced that it would be delivering a new set of contact centre engagement services specifically for the small-to-midsize business environment.
The Verint Systems SMB Service Portfolio
Verint’s carefully structured SMB solution should provide a simple and effective approach to customer engagement. These easy-to-implement services are intended for organisations that want to get their contact centre environment up and running quickly. The portfolio is straightforward enough to set-up and maintain, meaning that smaller brands should be able to cost-effectively heighten their contact centre and workforce engagement environments.
The SMB offerings from Verint are available on-premises and in the cloud, and come with four major solutions, including:
- Workforce optimisation features: This system combines features like quality management and recording with workstream management facilities to ensure that the right employees with the right skills are available to take part in specific conversations. Verint also supports compliance and quality requirements to make sharing intelligence easier
- Workflow management: Verint SMB systems can simplify forecasting and scheduling while helping to reduce and manage costs. With workflow management (WFM), smaller organisations can improve efficiency within the workforce and pave the way to operational excellence
- Quality management and recording: The Verint software can capture, replay, and analyse customer interactions across a range of communication channels. With this technology, companies will be able to ensure a more focused approach to workplace training
- Compliance recording: As compliance becomes more essential for every shape and size of business, Verint can capture, archive, and manage interactions from an omnichannel perspective, offering insights into instant messaging, voice, and mobile communications. The solution also records interactions from platforms like Cisco Jabber and Skype for Business
Changing the Communications Environment for SMBs
With their range of unique SMB offerings, Verint hopes to transform the way that small to mid-sized businesses embrace customer experience and workforce engagement. The system isn’t just innovative and easy-to-implement, it can also be integrated with other contact centre solutions for a more streamlined work environment.
Verint hopes to provide companies of all shapes and sizes with the contact centres they need to transform in the digital environment. All that, and the system is cost-effective too.
