Empower your employees to deliver better customer service
Improve your customer satisfaction and retention with our Verint Omnichannel solutions that help track all customer interactions, no matter the channel, and store them in one, convenient place. Your agents will gain a 360-degree view of each customer with visibility of the products and services they’ve purchased, and a complete history of the interactions they’ve had with your team.
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Let’s talk about how Verint Omnichannel can positively impact your business.
Improve customer service interactions at every stage
with Verint Engagement Management
Allow your business to flourish with the help of Verint Engagement Management, a unified platform that provides a holistic approach to customer service by combining knowledge, process, data, and channels.
Verint Engagement Management provides a unified desktop that combines different systems and applications into one single interface.
The system intelligently uses customer context to present only the necessary data at each step of the process. The solution can be personalized to the user’s needs. The process improves the quality, speed, and consistency of customer service interactions across every channel including Email, Live Chat, CTI integrated Telephone, Text, Social Channels, and White Mail.
KEY BENEFITS
ONE-STOP SHOP
Integrate knowledge, data, process, and channels
UNIFIED ANSWER
Combine different systems into a single screen
CUSTOMER APPRECIATION
Improve customer satisfaction with personalized, consistent and contextual service
Automate your customer email process
with Verint Email Management
Customers expect to contact your organization via email and receive answers to their questions quickly, reliably, and consistently.
Verint® Email Management™ can help organizations meet the demand for smart and efficient email management. It fully automates the process of capturing, documenting, interpreting, routing, and prescribing answers to customer emails, helping you respond to your customers faster and more consistently, with less agent training
KEY BENEFITS
SECURITY
The platform provides a secure channel for customers to send and receive confidential information via a web portal.
STREAMLINED
Email messages are routed to the appropriate agent based on skills, entitlements, and availability to improve efficiency.
SPEED & CONSISTENCY
Agents access standard templates and email responses, a central knowledge base, and unified customer history across channels.
Engage with customers their preferred
way with Verint Live Chat
Web and mobile channels have become essential for sales and service as customers increasingly search, purchase, and ask for help online. But when customers need help with web or mobile interactions, they want a simple way to communicate with your organization.
Verint® Live Chat™ allows online customers to chat with employees over the web or via mobile devices to obtain assistance with their self-service journeys. You can guide customers through online processes using live chat in conjunction with co-browsing. Verint Live Chat is a part of Verint Engagement Management, a comprehensive solution for managing interactions in multiple channels with a unified desktop.
KEY BENEFITS
INCREASE EFFICIENCY
Intelligent routing ensures that agents with the right skills are responding to the customer.
Use predefined responses or templates to speed up the interaction
PROACTIVE CHAT
Use proactive chat to automatically pop a chat window and offer help to your customers online. Proactive chat is a valuable tool to reduce customer abandonment of online or mobile transactions
INTEGRATION ADVANTAGE
Take advantage of integration with Verint Knowledge Management to provide consistent and quick responses across all communication channels to automatically present knowledge articles that are relevant to the customer’s chat inquiry.
VERINT OMNICHANNEL DESKTOP CASE STUDY
Elkjop is the largest consumer electronics retailer in the Nordic region. Owned by Dixons Carphone, the organization has 11,000 employees and 400 stores in six countries. Like every successful retail organization, Elkjop understands that delivering an optimal customer experience correlates to business growth and success.
See how Elkjop leveraged the Verint Omnichannel Desktop capabilities to incrementally deploy a next-generation customer engagement platform, with a focus on enhancing agility, change management, and a connected customer experience.
